JULIA WESTCOTT
Evansville,IN
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
34
34
years of professional experience
Work History
Appointment Scheduling Agent
Patriot Strategies, LLC
Remote
06.2023 - 01.2024
- Utilize the Department of Veterans Affairs’ HSRM software to obtain referrals and assign appropriate facilities based on diagnosis.
- Contact In-Network civilian providers to schedule appointments and ensure they receive the appropriate documentation
- Correct all errors found by other agents and forward coaching opportunities to supervisor
Agent
Call Management Resources
Remote
12.2022 - 05.2023
- First contact for a high volume of calls from a variety of clients
- Emergency services, general information, courier, emergency pharmaceutical orders, insurance claims and a wide variety of other businesses.
Senior Intuity Medical Customer Tech Rep
Intervent International, LLC
Remote
06.2022 - 12.2022
- Connect with end users to help resolve and find solutions for issues of a general and/or technical nature, while ensuring adherence to policies and procedures for monitoring device, mobile application, and e-commerce
- Receives, processes, and troubleshoots inbound calls and emails to address customer inquiries, complaints, and feedback while ensuring adherence to established policies and procedures
- Handle call escalations from CSRs for supervisor requests
- Make Quick Reference guides for procedures
- Manages the Credit Memo processing
- Assists with mentoring new trainees
- Maintains an updated operations manual
- Review CRM/MC entries for errors
- Reach out to CSR and go over errors
- Respond to email communications and troubleshooting requests.
Customer Care/Tech Support Rep
Intervent International, LLC
Remote
08.2021 - 06.2022
- Enrollment, scheduling, tracking, inventory management
- Technical support via email, chat and phone with follow up and documentation of complaints per regulatory guidelines for medical device and app.
Customer Rep II
Quest Diagnostics (MACL acquired by Quest 2020)
Remote
11.2018 - 08.2021
- Handle all external and internal customer questions regarding test results, test requirements, stability, PHI requests
- Add-on requests, missing/lost specimens, and all other problems
- Handle all Hospital stat courier requests after hours
- Monitor and notify clients of abnormal, STAT, and critical test results, client requested results delays in testing, cancellations, and problem orders
ARC (Associate Rural Carrier)Part Time Weekends
USPS
Anderson, IN
12.2016 - 09.2017
- Using dynamic route descriptions, Sort, load and delivers packages
- May case, deliver, and collect mail and packages.
Customer Service Rep (Temp for Holidays)
TELETECH
Remote
11.2015 - 12.2015
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Patient Access
ST. VINCENT'S ANDERSON REGIONAL
Anderson, IN
01.2015 - 09.2015
- Registration of patients and visitors
- Run eligibility and pre-certify when needed
- EMR entry and corrections.
CSR (Part Time While Caring for Grandmother)
CVS
Westfield, IN
10.2012 - 09.2013
- Customer Assistance, Front Register Restocking/Facing, Photo Lab
Assistant Office Manager
WESTCOTT GROUP, INC.
Indianapolis, IN
01.1992 - 01.1998
- Writing Quotes / Estimates in Microsoft Word, Creating/Maintaining Microsoft Excel Spread Sheets
- Payables & Receivables/ Invoicing, Setting up and Maintaining various Filing systems.
Orthodontic Assistant
DR. ROBERT CURRIE DDS
Carmel, IN
01.1990 - 01.1992
- Direct Patient Care/Assisting Doctor, Lab Work, General Office Duties.
Skills
- Google Workplace
- CRM Databases
- Regulatory Compliance
- EMR
- Microsoft Office
- Conflict Resolution
- Customer Complaint Resolution
- Strong Communication Abilities
- Problem-Solving Skills
- Information Documentation
- Technical Support
- HIPAA Compliance
Timeline
Appointment Scheduling Agent
Patriot Strategies, LLC
06.2023 - 01.2024
Agent
Call Management Resources
12.2022 - 05.2023
Senior Intuity Medical Customer Tech Rep
Intervent International, LLC
06.2022 - 12.2022
Customer Care/Tech Support Rep
Intervent International, LLC
08.2021 - 06.2022
Customer Rep II
Quest Diagnostics (MACL acquired by Quest 2020)
11.2018 - 08.2021
ARC (Associate Rural Carrier)Part Time Weekends
USPS
12.2016 - 09.2017
Customer Service Rep (Temp for Holidays)
TELETECH
11.2015 - 12.2015
Patient Access
ST. VINCENT'S ANDERSON REGIONAL
01.2015 - 09.2015
CSR (Part Time While Caring for Grandmother)
CVS
10.2012 - 09.2013
Assistant Office Manager
WESTCOTT GROUP, INC.
01.1992 - 01.1998
Orthodontic Assistant
DR. ROBERT CURRIE DDS
01.1990 - 01.1992
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