Laura Doscher
Glendale,AZ
Summary
Proven in enhancing customer loyalty and streamlining operations, excelled at Medical Transportation Management/Veyo by leveraging problem-solving abilities and medical terminology knowledge. Active listening and critical thinking skills led to effective care, task completion in a timely manner, embodying a results-driven approach with a focus on continuous improvement. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare & the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and strong propensity for learning.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Medical Transportation Management/Veyo
04.2019 - Current
- Handled high call volume requests for non-emergency medical transportation and scheduled trips efficiently and effectively
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Bill Gosling Outsourcing
06.2018 - 10.2019
- Assisted customer's with needs for the dispatching of Roadside Assistance
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Professional Interviewer
WestGroup Research
05.2016 - 06.2018
- Ensured consistency across multiple interviews by adhering to standardized procedures and guidelines set forth by the organization.
- Maintained meticulous records of all interviews conducted, ensuring accurate documentation and easy reference.
- Ensured compliance with applicable laws, regulations, and company policies related to interviewing practices.
- Created a positive employer brand image by representing the organization professionally throughout all stages of the interview process.
- Enhanced client satisfaction by conducting thorough interviews and providing accurate information to employers.
Medical Assistant
Various
12.2004 - 12.2012
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Conducted community outreach events to promote wellness initiatives and expand access to healthcare services within the local area.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Oriented and trained new staff on proper procedures and policies.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
Education
Associate of Applied Science - Medical Assisting
The Bryman School of Phoenix
Phoenix, AZ12.2004
Skills
- Customer/Patient Education
- Brand representation
- Quality Assurance Controls
- Building rapport
- Customer Education
- Medical terminology knowledge
- Call triaging
- Critical Thinking
Timeline
Customer Service Representative
Medical Transportation Management/Veyo
04.2019 - Current
Customer Service Representative
Bill Gosling Outsourcing
06.2018 - 10.2019
Professional Interviewer
WestGroup Research
05.2016 - 06.2018
Medical Assistant
Various
12.2004 - 12.2012
Associate of Applied Science - Medical Assisting
The Bryman School of Phoenix
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