Mable Daniels

• Scheduling and coordinating daily schedules for home health staff based on patient needs and payer authorizations.
• Managing the flow of patient care to ensure quality service and patient satisfaction.
• Communicating with clients, families, and caregivers to coordinate care schedules and address any concerns.
• Maintaining accurate scheduling systems and keeping the team manager updated on any conflicts in schedules.
• Collaborating with staff and supervisors to provide continuously updated information regarding patient needs and care.
• Preparing reports and verifying timecards to ensure accurate payroll and billing.
• Participating in quality assurance and corporate representation as assigned.

:Delivered prompt, professional support to clients, resolving inquiries and technical issues to maintain high customer satisfaction.

:Managed account information, processed orders, and coordinated shipping solutions in alignment with company policies.

:Utilized JMC systems to track, troubleshoot, and resolve service requests efficiently.

:Collaborated with cross-functional teams to ensure timely resolution of escalated cases.

:Consistently met or exceeded performance metrics, including response time, resolution rate, and customer feedback scores.

Achieved 98% customer satisfaction rating over 12 months.”

“Reduced average resolution time by 20% through process improvements.”

:Managed and coached a team of 25+ representatives.

:Evaluated employee performance using phone reporting systems, call recordings, and customer sign-up rates.

:Attended 148 hours of training on management strategy, implementing techniques to increase staff retention by 39%.

:Awarded Regional Employee of the Month in 2015 for identifying performance metrics and implementing new sales targets, improving representative sales by 21%.

:Created training booklets to standardize responses and service recommendations based on customer inquiries, increasing efficiency by 32% and increasing customer satisfaction by 7% .

:Developed product lists with key product information, reducing training time by 21 hours and saving $3.4K a year Maintained a friendly, encouraging attitude during all calls, increasing customer satisfaction by 19%.

: Answered 9 calls per hour on average, outpacing target call rates by 17% and increasing ROI by 4% Designed hiring campaigns utilizing social media sites to hire 27 associates, decreasing hiring costs by 84