Johanne Alice Hinds
Pinellas Park,United States
Overview
17
17
years of professional experience
Work History
Territory Business Manager Southwest FL
US Med, LLC
Doral, United States
02.2019 - Current
- ORGANIZATION & PLANNING: Schedule, plan, and execute over 10 calls to customers per day, providing exceptional service for customers throughout Southeast Florida in need of medical supplies to treat diabetes
- Coordinate with medical offices to ensure all needed documentation is delivered by fax in a timely manner
- INTERPERSONAL COMMUNICATIONS: Demonstrate exceptional soft skills to internal and external customers, actively listening for issues and concerns while striving to improve the customer’s experience and quality of service
- Communicate telephonically and by email in both English and Spanish with staff from medical offices and with patients to ensure patients receive the diabetic medical supplies needed
- Communicate complex information to patients verbally and in writing concerning medical insurance coverage in a manner that is easy to understand, outlining the step-by-step process they must take to ensure coverage for the supplies ordered
- INFORMATION GATHERING & ANALYSIS: Perform site visits of doctors’ offices throughout the southern region of Florida to gain information and offer solutions on any issues the offices have had with shipping or with insurance coverage to ensure all needed documentation is available to support claims
- Ensure compliance with the Health Insurance Portability and Accountability Act (HIPAA) in maintaining security of each customer’s personal health information
- SUPERIOR ACCOMPLISHMENTS:
- Maintained top selling spot among seven coworkers over six-month period, greatly exceeding sales goals and projections while providing superior service to customers
- Selected above peers to serve as trainer, coach, and mentor for newly hired account executives and sales representatives
Account Executive
CCS Medical
Clearwater, United States
08.2016 - 02.2019
- CUSTOMER SERVICE: Provided information and exceptional assistance to bilingual (English and Spanish) customer service to over 700 clients throughout sales territory, including Arizona, California, Colorado, New Mexico, Nevada, Utah, and southern Florida
- Review and listened attentively to special needs of each customer, including patients, physicians and their staff, nursing homes, hospital discharge planners, home healthcare agencies, and Certified Diabetes Educators for benefits pertaining to their orders
- Participated in promotional activities at conventions, meetings, and symposia throughout the sales region
- Sustained regular contact with customers to build relationships with key healthcare decision makers
- Maintained broad knowledge base of company products, including diabetic insulin pump therapy devices and continuous monitoring systems to offer the best solution to customers to meet their needs
- Developed and maintained a business plan to promote sales within the sales region
- Maintained extensive records of all customer contacts
- INFORMATION GATHERING & ANALYSIS: Analyzed each customer’s issues to problem solve denial of applications of claims, and to gather the proper documentation and submit them to allow them to qualify for the diabetic supplies they needed
- Collaborated with medical staff to ensure delivery of all needed documentation
- Collected and analyzed sales data, ensuring all monthly sales goals were sustained
- Monitored order data to ensure all products were shipped and received by the customer
- Maintained strict compliance with all laws and regulations, including Medicare, Medicaid, HIPAA, and private insurance rules and requirements
- INTERPERSONAL COMMUNICATIONS: Communicated effectively with customers in English and Spanish to provide useful guidance on steps to ensure the patients gathered all needed documentation to qualify for insurance coverage and to schedule home delivery of diabetic medical supplies
- Organized, scheduled, and performed all daily sales calls to promote new business
- Communicated with doctors’ offices to find solutions for patients
- SUPERIOR ACCOMPLISHMENTS:
- Successfully exceeded all quality assurance, accuracy, and phone call productivity goals each month
- Leveraged extensive knowledge of the company’s products and services to mentor new staff
Bilingual Supervisor/Customer Service Lead
CCS Medical
08.2007 - 08.2016
- CUSTOMER SERVICE LEADERSHIP: Promoted above peers to provide guidance and leadership to team of up to 22 patient support employees providing bilingual customer service for durable medical equipment company, serving role as Bilingual Supervisor from 08/2010 to 08/2016 and new Customer Service Lead from 08/2007 to 08/2010
- Established all work priorities, schedules, projects, and departmental objectives, overseeing all bilingual operations
- Collaborated with department heads to provide additional bilingual coverage in other departments as needed to field high call volumes
- Developed performance standards for employees, evaluating work performance and providing advice and counsel to subordinates on measures to improve performance while also providing discipline or training as needed for employees who failed to meet performance expectations
- PRODUCTIVITY ANALYSIS: Continually analyzed workload and call statistics of all employees to ensure equitable distribution of incoming calls for service and support to help ensure calls were answered as timely as possible to keep abandonment rate low
- Provided counsel to employees on career progression and professional development opportunities
- Provided recommendations to management on productivity improvements and product enhancement ideas received from customers
- SUPERIOR ACCOMPLISHMENTS:
- Hand selected to spearhead major company project to translate all correspondence for Spanish-speaking customers, saving the company postage on returned mail sent to over 150K Medicare patients and providing better customer service for Spanish-speaking customers
- Planned and implemented bilingual team of 22 employees who were cross-trained to work in every company department to assist with high call volumes from Spanish-speaking customers, improving efficiency of operations and customer service
- Served from 08/2007 to 08/2010 as New Customer Service Lead at CCS Medical, managing a team of 12 employees communicating with customers to facilitate use of medical supplies for diabetic patients
Education
Some College Coursework Completed - Business Administration
Saint Petersburg College
Saint Petersburg, FL, United StatesSkills
- Sales
- Plan development
- Contract negotiations
- Marketing
- Customer service
References
- Jennifer May, U.S. Medical Supply, Director of Sales, 813-8107978, jenniferfmay@gmail.com
- John Previte, CCS Medical, Director of Patient Support, 727-505-3389
- Cheryl Prestero, CCS Medical, New Customer Enrollment Manager, 727-742-9031, cprestero@yahoo.com
Timeline
Territory Business Manager Southwest FL
US Med, LLC
02.2019 - Current
Account Executive
CCS Medical
08.2016 - 02.2019
Bilingual Supervisor/Customer Service Lead
CCS Medical
08.2007 - 08.2016
Some College Coursework Completed - Business Administration
Saint Petersburg College