Jocelyn Schnell
Akron,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in DME industry. Solid team player with outgoing, positive demeanor and proven skills in establishing empathy with patients. Motivated to maintain patient satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
CSR Lead
Adapt Health
05.2014 - 08.2023
- Built positive rapport and relationships for high levels of patient satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals to properly qualify patients for equipment.
- Verified insurance to notify patients of any cost for equipment
- Reported to manager if any issues could not be handled.
- Pulled and logged faxes and emails from incoming referrals.
- Troubleshooting equipment with patients.
CSR Supervisor
HCS
10.2018 - 05.2019
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Onboarded and trained customer representatives to meet performance and service goals to properly qualify patients for equipment.
- Verified insurance to notify patients of any cost for equipment
- Reported to manager if any issues could not be handled.
- Troubleshooting equipment with patients.
CSR
Visiting Nurse
01.2006 - 10.2018
- Handled patient inquiries and suggestions courteously and professionally.
- Actively listened to patients, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of patient calls with minimal wait times.
- Answered patient telephone calls promptly to avoid on-hold wait times.
- Onboarded and trained customer representatives to meet performance and service goals to properly qualify patients for equipment.
- Verified insurance to notify patients of any cost for equipment
- Reported to manager if any issues could not be handled.
- Troubleshooting equipment with patients.
Education
High School Diploma -
Lake High School
Uniontown, OHNo Degree - Medical Billing
Akron Institute
Akron Ohio09.2004
Skills
- Microsoft Office and excel
- Billing Adjustments and Refunds
- Outbound and Inbound Calls
- Data Entry
- Leadership and Change Management
- Issue Resolution
- Issue and Complaint Resolution
- New Hire Training
- Job Assignments
- Customer Contact
- Customer Loyalty
- Staff Training
Timeline
CSR Supervisor
HCS
10.2018 - 05.2019
CSR Lead
Adapt Health
05.2014 - 08.2023
CSR
Visiting Nurse
01.2006 - 10.2018
High School Diploma -
Lake High School
No Degree - Medical Billing
Akron Institute
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