Latoria Ford

• Respond to Alarm Signals received through automation and the telephone lines from customer’s premises. Contact the premise to verify if Alarm Signals are emergency or non-emergency. Dispatch Police, Fire, Medical, Guard Services, Proprietary Security and other emergency agencies when necessary. Transfer calls to appropriate departments for problem resolutions.

• Closely monitor dispatch board to triage and prioritize over daily calls. Direct dispatching, routing, and tracking of 60 fleet vehicles. Maintain updated and detailed records of calls in physical and electronic database. Communicate with drivers and personnel to coordinate a timely delivery of goods and materials. Answer phone calls and respond to customer emails. Utilized GPS tracking systems and tracking monitoring tools to optimize routes and minimize delays in delivery schedules.

Handle continuous work volume by interacting with patients and referrals via (inbound & outbound) 60 phone calls per day, email, fax, chat, text, web inquiries, and other electronic sources. Provide accurate information and updates as related to new orders, resupplies, pickups, and/or exchanges. Demonstrate professionalism and provide high quality service when interacting with patients, caregivers, and/or referrals .Resolve patient/referral complaints and escalations with urgency by identifying problem, troubleshooting of equipment and/or coordinating appropriate corrective actionAssess patient and referral needs, identify satisfactory resolution, and provide high quality customer service. Comply with and adhere to all regulatory compliance areas, policies and procedures, and best practices. Follow quality program guidelines and procedures for all transactions to ensure that we give best service to all customers.

Received requests to process financial transactions such as wires, checking and transfers among multiple accounts .Processed entries to make adjustments and post to client accounts. Examined financial statements and records to collect important details and verify calculations .Identified issues, analyzed information and provided solutions to problems. Input data into system while following standard operating procedures and customer-special instructions for processing. Balance/reconcile electronic and paper documentation. Operate Imaging/Extraction Equipment (iTRAN, IBML, OPEX 7200, OPEX 150)Analyze information to determine accuracy and validate material for quality of images. Mail sorting. Courier packages processing.

Handle emails regarding complaints, medical records, and giving feedback with professional customer service skills. Maintain patient confidentiality 100% at all times. Answered over 14 calls per shift to meet fast-paced call center demands. Responded to patients requests for medical records, results and an appointment information for concerns. Utilized multiple communication channels, including phone, email, and chat, to assist customers with product information, troubleshooting, and order processing. Verify insurance coverage and bene ts for patients by contacting insurance companies and gathering necessary information.

• Entered numerical data into databases with speed and accuracy using 10-key pad. Compiled data and reviewed information for accuracy for vendors prior to approving or denying permits for customers purchasing sale items. Handled inbound calls per shift signing up new customers, retrieving customer data.