JOSEPH LANHAM
Pikesville,MD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Bilingual Quality Assurance Physical Therapy Technician
Concentra
09.2022 - Current
- Conduct regular quality assurance assessments and introduce process improvements to maintain team's high-quality standards
- Oversee feedback process and collaborate with team to implement changes based on customer feedback
- Act as an proficient translator, facilitating conversations and translating materials between Spanish-speaking patients and English-speaking staff
- Offer hands-on support to patients by assisting with exercises, stretches, setting up equipment, and preparing treatment rooms under the lead of licensed physical therapists
- Ensure exceptional customer support for patients by addressing their queries and concerns and working closely with patients, families, and the team to guarantee the highest quality care.
- answer multiline phone system
Bilingual Customer Service Specialist
Roam Fitness
06.2018 - Current
- Provide exceptional customer service to gym members and guests as a Bilingual Customer Service Specialist at Roam Fitness, efficiently addressing queries, concerns, and complaints to ensure that customer needs are thoroughly understood and met
- Engage in fluent communication with customers in both English and Spanish on a daily basis, demonstrating excellent language proficiency and communication skills
- Create and implement customer service policies and procedures aimed at ensuring consistent and quality service delivery, demonstrating strong organizational and leadership skills
- Develop and maintain customer databases, track customer satisfaction levels, and conduct regular customer service training sessions to ensure that the team is up-to-date on the latest policies, procedures, and technology
- Analyze customer feedback closely, using it to improve service delivery and overall customer satisfaction levels, demonstrating a strong focus on continuous improvement
- Work closely with upper management to develop and execute customer service strategies that align with the overall business objectives of the gym, showcasing excellent strategic thinking and planning skills
- Ensure that all customer support activities comply with applicable laws, regulations, and industry standards, demonstrating a strong understanding of regulatory compliance and risk management.
Medical Desk Specialist
NeuroCare Center
06.2020 - 09.2022
- Acted as a Spanish language specialist for physicians, facilitating communication and providing assistance to Spanish-speaking patients
- Organized high-level internal and external meetings by coordinating logistics, creating agendas, and managing schedules, ensuring smooth and efficient operations
- Researched and obtained missing customer information and demographics, such as coordination of benefits, authorizations, referrals, copayments, deductibles, and coverage limitations, using excellent attention to detail and accuracy
- Utilized TalkPHR software to scan medical records, create claims, and enter demographic information, demonstrating proficiency in electronic medical records systems
- Collaborated closely with Patient Care Coordinators and Medical Coders to resolve billing issues and ensure accurate and timely billing
- Educated customers on how to provide complete billing information, enhancing their understanding and ability to navigate the healthcare system
- Made outbound calls to clients, patients, carriers, and other sources to obtain missing or additional information, demonstrating excellent communication and interpersonal skills.
Education
No Degree - Exercise Science and Business Administration
Fort Hays State
Bachelor of Arts - Project Management, IT Support
University of Maine Presque Isle
Online02.2025
Skills
- Quality assurance
- Data entry/analysis
- Bilingual (spanish/english)
- Organizational
Personal Information
Title: Bilingual Quality Assurance & Customer Service Specialist
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Quality Assurance Physical Therapy Technician
Concentra
09.2022 - Current
Medical Desk Specialist
NeuroCare Center
06.2020 - 09.2022
Bilingual Customer Service Specialist
Roam Fitness
06.2018 - Current
No Degree - Exercise Science and Business Administration
Fort Hays State
Bachelor of Arts - Project Management, IT Support
University of Maine Presque Isle