Lucy Davis
Atlanta,GA
Summary
Adept at enhancing data accuracy and customer satisfaction, tenure at Emory Healthcare showcased problem-solving prowess and expert communication skills. By streamlining processes and implementing security protocols, boosted efficiency and safeguarded sensitive information, significantly improving emergency response times and fostering strong interdepartmental collaborations.
Overview
21
21
years of professional experience
Work History
Priority Access Specialist Lead
Emory Healthcare
06.2016 - 08.2024
- Contributed to a positive work environment by actively participating in team meetings, sharing best practices, and providing constructive feedback when necessary.
- Leveraged knowledge of various software platforms to optimize the management of patient information and streamline daily tasks.
- Enhanced data accuracy in patient records through meticulous documentation of access-related information.
- Developed training materials for new Access Specialists, contributing to a more consistent onboarding experience.
- Maintained strict confidentiality of sensitive patient data in compliance with HIPAA regulations, safeguarding personal information from unauthorized access or disclosure.
- Addressed concerns raised by patients or caregivers promptly, fostering strong relationships built on trust and mutual respect.
- Maintained up-to-date knowledge of software systems, phone hardware, and telecommunications regulations for optimal operation.
- Conducted performance evaluations for team members, offering constructive feedback and developing individual improvement plans when necessary.
- Served as a knowledgeable resource for colleagues seeking guidance on PBX-related questions or concerns.
- Coordinated staff schedules, ensuring adequate coverage during all hours of operation and facilitating smooth shift transitions between team members.
- Performed regular system maintenance checks, ensuring continued functionality of all PBX equipment.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Streamlined information gathering from callers, allowing for quicker decision-making and resource allocation.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Optimized productivity to improve on-time emergency response and life support.
- Answering approximately 150 calls daily
Data Entry Lead
PARTNERSHIP FOR COMMUNITY ACTION, INC
10.2009 - 01.2019
- Enhanced data accuracy by implementing quality control measures and streamlining data entry processes.
- Reduced turnaround times for urgent requests by prioritizing tasks based on project deadlines and resource availability.
- Provided expert guidance on best practices for database management, contributing significant value-add to interdepartmental collaborations requiring specialized knowledge on specific systems or platforms.
- Optimized workflow management, resulting in faster completion of assignments and increased customer satisfaction.
- Improved overall efficiency with the development of standardized templates for repetitive tasks and projects.
- Successfully maintained strict compliance with industry regulations through diligent monitoring of team performance and adherence to established guidelines.
- Boosted team productivity by providing comprehensive training and support to new data entry personnel.
- Streamlined communication channels between departments, fostering collaboration and facilitating smooth data transfer operations.
- Completed data entry tasks with accuracy and efficiency.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified data files prior to entry to maintain high data accuracy.
- Improved client intake efficiency by streamlining data collection and documentation processes.
- Implemented new training materials for staff, enhancing their knowledge of internal processes and industry best practices.
- Served as a liaison between clients and service providers, facilitating communication and fostering strong partnerships in support of client goals.
- Promoted a positive work environment through effective conflict resolution strategies and open communication among team members.
- Processed 200 applications daily
Tax Technician
Dekalb County Tax Assessors
01.2014 - 06.2016
- Provided exceptional customer service by promptly addressing client questions and concerns regarding their motor vehicle taxes.
- Assisted clients in understanding tax regulations and provided tailored recommendations to prevent tag suspensions.
- Conducted thorough research on complex tax issues, providing accurate guidance to both colleagues and clients alike.
- Maintained up-to-date knowledge of changing tax laws, ensuring accurate and compliant filing practices.
Payment Processor
Federal Reserve Bank of Atlanta
03.2004 - 09.2009
- Managed high-volume payment processing tasks, consistently meeting deadlines without compromising accuracy or quality.
- Provided exceptional customer service by resolving inquiries related to payments, account balances, and transaction discrepancies.
- Enhanced customer satisfaction with timely and accurate payment processing, addressing any issues promptly and professionally.
Mail Sorter
USPS
04.2003 - 01.2004
- Received and sorted incoming mail, ensuring accurate delivery to intended recipients.
- Scanned incoming pieces, logging and uploading information into mail-tracking system to support resolution of future inquiries.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Associate of Science - Health Information Technology
University of Phoenix
High School Diploma -
Putnam County High School
06.1986
Skills
- Customer Support
- Security Protocols
- Expert Communication
- Incident Reporting
- Multitasking efficiency
- Computer Software Proficiency
- Problem Solving Prowess
- Conflict resolution techniques
- Active Listening Practice
- Telephone Etiquette Awareness
- Researching skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Priority Access Specialist Lead
Emory Healthcare
06.2016 - 08.2024
Tax Technician
Dekalb County Tax Assessors
01.2014 - 06.2016
Data Entry Lead
PARTNERSHIP FOR COMMUNITY ACTION, INC
10.2009 - 01.2019
Payment Processor
Federal Reserve Bank of Atlanta
03.2004 - 09.2009
Mail Sorter
USPS
04.2003 - 01.2004
High School Diploma -
Putnam County High School
Associate of Science - Health Information Technology
University of Phoenix
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