Jordan Abraham
OrthoSouth/ MSK Group
Memphis,TN
1
Language
11
years of professional experience
Detail-Oriented Scheduler experienced in patient scheduling and customer service. Streamlined operations and enhanced patient experiences through effective communication and critical thinking. Optimized appointment flow and managed insurance verifications to resolve scheduling conflicts and improve clinic productivity.
Work History
Surgery/ Injection Scheduler
2 Years 5 Months- Developed efficient scheduling protocols that enhanced overall clinic productivity and reduced wait times.
- Coordinated appointment schedules for multiple providers, ensuring optimal patient flow and resource allocation.
- Managed daily scheduling operations, adapting to changes in provider availability and patient needs.
- Utilized electronic medical record systems to track appointments and streamline communication between departments.
- Insurance & Administration
- Verified patient insurance coverage and secured prior authorizations and financial clearances before procedures.
- Resolved scheduling conflicts and adjusted calendars for urgent or emergency cases.
Front Desk Receptionist
4 Years 5 Months- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated communication between patients and medical staff to enhance workflow efficiency.
- Maintained accurate patient records using electronic health record (EHR) systems.
- Trained new front desk staff on procedures and best practices for optimal performance.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
Customer Service Manager
2 Years 11 Months- Developed training programs, improving employee performance and customer satisfaction.
- Implemented new customer feedback system, increasing response rates and service quality.
- Streamlined complaint resolution processes, reducing average handling time significantly.
- Led customer service team, enhancing communication and collaboration among staff.
- Mentored junior staff, promoting a culture of excellence and accountability within the team.
- Took ownership of customer issues and followed problems through to resolution.
- Fostered positive relationships with customers, resulting in increased loyalty and repeat business.
Call Center Representative
6 Months- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Trained new representatives on call protocols and system navigation, boosting team performance.
- Analyzed call data to identify trends, informing process improvements and training needs.
- Implemented quality assurance measures, ensuring compliance with company standards and policies.
- Collaborated with management to develop strategies for reducing average handling time effectively.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Service Representative
3 Years 1 Month- Resolved customer complaints efficiently, enhancing overall satisfaction ratings.
- Assisted customers with order placements and inquiries, ensuring a positive experience.
- Trained new representatives on company policies and customer service best practices.
- Collaborated with team members to streamline order processing procedures.
- Monitored inventory levels and coordinated with management for restocking needs.
- Developed strategies to reduce order errors, improving accuracy in deliveries.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Criminal Justice
High School Diploma
Skills
Electronic health records
Schedule management
Patient data management
Medical terminology
Data entry
Order processing
Appointment scheduling
Microsoft Office Suite
Calendar management
Patient communication
Phone etiquette
Multitasking
Problem-solving
Critical thinking
Order management
Resource allocation
Team collaboration
Client relations
Meeting scheduling
Surgery scheduling
Event coordination
Appointment confirmation
Analytical thinker
Languages
English
Native or Bilingual
Timeline
Surgery/ Injection Scheduler
OrthoSouth/ MSK Group
03.2024 - CurrentRead More
Front Desk Receptionist
OrthoSouth/ MSK Group
03.2022 - CurrentRead More
Customer Service Manager
Tops BBQ
04.2019 - 03.2022Read More
Call Center Representative
Conduit Global Call Center
09.2018 - 03.2019Read More
Customer Service Representative
Papa John's Pizza
08.2015 - 09.2018Read More
University of Memphis
Bachelor of Science from Criminal Justice
Read More
Craigmont High School
High School Diploma
Read More