Leanna Watson
Warren,MI
Summary
Customer service professional with 3 years of telecommuting experience supporting customer needs through phone and virtual channels. Skilled in active listening, troubleshooting, and meeting productivity targets while maintaining current product and service knowledge. Focus on clear communication, reliability, and consistent service quality in high-volume environments.
Overview
9
9
years of professional experience
Work History
Call Center Advocate
Henry Ford
Detroit , MI
08.2019 - Current
- Answered multi-line phone system, providing friendly and efficient service to enhance caller experience.
- Verified patient insurance details for accuracy, ensuring seamless access to healthcare services.
- Checked patient data including insurance, demographic and health history to ensure all information was current.
- Processed medication refills for patients according to prescriptions.
- Managed scheduling, rescheduling, and cancellation of appointments to optimize patient flow and reduce wait times.
- Delivered messages to physicians regarding patient inquiries or updates.
- Adhered to strict HIPAA guidelines at all times to protect patient privacy.
Customer Service Representative
Binson's Hospital Supplies Inc.
CenterLine , MI
01.2019 - 08.2019
- Implemented proactive strategies to ensure customer satisfaction by effectively addressing needs and resolving concerns.
- Addressed diverse customer inquiries regarding merchandise availability, pricing, and company updates to enhance customer satisfaction.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly and in appropriate manner.
- Answered inbound calls and made outbound calls.
- Managed medical equipment, including hospital beds, oxygen tanks, and wheelchairs, ensuring proper functionality and safety.
- Responded to correspondence from insurance companies to verify patient's coverage.
Behavior Technician
Stone Crest
Detroit , MI
01.2018 - 01.2019
- Supported behavior intervention plans during daily routines and transitions for residents.
- Collaborated with nursing and support staff to ensure consistent implementation of behavior support strategies.
- Tracked resident behaviors and recorded observations, providing insights for care team review.
- Collected behavior-consequence data, developed graphs, and documented anecdotal notes to inform problem behavior analysis.
- Used calm redirection and approved intervention methods to defuse difficult situations.
Education
High School Diploma -
East English Village Academy
Detroit, MI01-2016
Skills
- Claims processing
- Payment processing
- Billing compliance
- Active listening
- Appointment scheduling
- Credit card processing
- Social skills
- Patient support techniques
- Positive approach
- Patient engagement
- Optimistic outlook
- Social skills
- Positive attitude
- Claims processing
Timeline
Call Center Advocate
Henry Ford
08.2019 - Current
Customer Service Representative
Binson's Hospital Supplies Inc.
01.2019 - 08.2019
Behavior Technician
Stone Crest
01.2018 - 01.2019
High School Diploma -
East English Village Academy