Kelsey Shemo

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Documented and detailed calls and complaints using call center's CRM database.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.

• Informed clients of policies and procedures.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

• Informed clients of policies and procedures.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.

Northside Hospital – Radiology Scheduler 10/23- Current

.

· Performs duties on a regular and recurring basis with duties related to scheduling, handling operator calls and communicating with medical staff on behalf of the Patient.

· Works directly with patients, family members, and a diverse community population thru the Call Center Telephone Lines. Works with patients in determining the nature of their needs, questions, or complaints, provides information, gives guidance and initiates action as appropriate.

· Interpreting and verifying provider orders as appropriate to assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

· Responsible for coordinating information and actions related to patient care services on the phone, including, but not limited to the following:

· Interviewing patients for appointments, to monitor, scheduling and rescheduling patients for treatment to the appropriate departments for patient care.

· Interacting with internal and external customers to achieve desired outcomes. Obtaining medical information from patients, documenting this information accurately in the appropriate system and communication accurately and timely to the appropriate clinician, pharmacy representative or team as needed.