LaTonia Rumph

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.

• Promoted a welcoming atmosphere by greeting patients upon arrival, quickly addressing their needs, and answering questions clearly.
• Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
• Maintained confidentiality by properly handling sensitive patient information in accordance with HIPAA guidelines.
• Contributed to a positive work environment by effectively collaborating with medical staff and other departments.
• Enhanced patient satisfaction by providing efficient and compassionate service during check-in and check-out processes.
• Collaborated with healthcare professionals to ensure seamless transitions between departments during multi-service visits.
• Provided exceptional customer service while resolving patient complaints or concerns in a professional manner that maintained trust in the facility''s services.
• Participated in training sessions for new hires as well as ongoing professional development opportunities to stay current with industry best practices.
• Provided excellent customer service to patients and medical staff.
• Engaged with patients to provide critical information.
• Resolved customer complaints using established follow-up procedures.
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Recommended service improvements to minimize recurring patient issues and complaints.
• Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
• Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
• Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
• Collaborated closely with department heads to identify opportunities for process improvement initiatives.
• Evaluated customer needs and feedback to drive product and service improvements.
• Evaluated staff performance and provided coaching to address inefficiencies.

Working in a Trauma center I was in charge ordering labs test for patients, calling physicians for admissions and consults. Calling Traumas and other codes for the Emergency physicians. Coordinating transfers to other facilities. Assisting the clinical staff when needed

• 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.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed feedback system for customers to share their service experience, leading to actionable improvements.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.