MARCELLA ENGRO

• Acted as first point of contact and set appointments for prospective clients.
• Received in-bound calls and initiated out-bound daily calls to patients and medical offices regarding physician's messages.
• Addressed client inquiries and updated database information.
• Answered central telephone system and directed calls accordingly. Resolved customer problems and complaints.
• Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
• Answered central telephone system and directed calls accordingly.

• Answer incoming calls for clients who have questions about education savings and products and services.
• Resolve issues and initiate monetary transactions for client accounts.
• Maintain a dashboard that meets adherence and quality standards.
• Educate clients interested in education savings plans and the benefits of the plan.

• Greeting patients as they arrive and answering incoming phone calls.
• Scheduling and cancelling patient appointments and maintaining patient accounts.
• Assisting with Periodontal Maintenance charting.
• Completing and filing patient history and insurance information.
• Confirm future appointments and informing patients of copays for upcoming appointments.
• Check out patients and collect payments for billing.

• Deliver exceptional service and 100% customer satisfaction.
• Provide clients with timely and accurate information, and take appropriate corrective
actions regarding our services to ensure the customer’s complete satisfaction.
• Participate in the on-call rotation with the other Customer Service Representatives.
• Process telephone calls and triage problems in accordance with company standards and
other verbal and written training policies.
• Follow proper procedures for accurate and timely documentation of referral source or
patient concerns, and most importantly, take appropriate corrective actions.

• Provide services to school aged children who are missing a substantial number of school days.
• Work collaboratively with the Department of Human Services, Family Court and the School District of Philadelphia in implementing service plans.
• Removing barriers to consistent attendance and reengaging students back into school.
• Set up consultations with school personnel, other agencies and families in their home settings.
• Prepared court documentation and attend all court hearings with families.
• Maintained physical and electronic case files and participating in active outreach to students who are pre-truant.

• Handle case assignments, review case progress and determine case closure.
• Help clients make informed decisions by acting as their advocate regarding their clinical status and treatment options.
• Arrange clients with social services, health and government benefits.
• Take the extra mile and interact with patients to keep track of their progress to ensure satisfaction.
• Record case information, accurately complete all necessary forms, produce case notes and progress reports.