Kimberly Jocelyn
West Orange,NJ
Summary
Driven to learn quickly, advance computer proficiency and training in industry operations. Solid background in field and office settings supporting team needs. Flexible and hardworking team player focused on boosting productivity and performance with conscientious and detail-oriented approaches. In addition, knowledgeable in full-cycle recruiting, needs assessments, DEI best practices, federal laws such as OSHA, FMLA, ADA, ADEA, and HIPPA, dispute conflict resolution, and compliance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Patient Experience Liaison
Overlook Medical Center
09.2022 - Current
- Facilitated communication between patients and various departments and staff.
- Conduct daily AIDET Audits using the MyRounding Tool to capture data
- Recommended service improvements to minimize recurring patient issues and complaints.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
Customer Service Representative
Target
09.2017 - 08.2022
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Cross-trained and provided backup support for organizational leadership.
Education
Bachelor of Arts - Psychology
Rowan University
Glassboro, NJ05.2022
Skills
- Customer Relations
- Patient Interviewing Skills
- Patient Data Analysis
- Epic Systems
- HRIS Applications
- Employee Relations
- Organizational Development
- Compensation and Benefits
- Risk Management
- OSHA Compliance
- Satisfaction Assessment and Tracking
- Organization and Time Management
Certification
- Associate Professional in Human Resources , HR Certification Institute - March 2023
Languages
Haitian Creole
Native or Bilingual
Timeline
Patient Experience Liaison
Overlook Medical Center
09.2022 - Current
Customer Service Representative
Target
09.2017 - 08.2022
Bachelor of Arts - Psychology
Rowan University
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