MARCIA FULLER
Conroe,TX
Summary
Perceptive, hard-working, and detail-oriented professional able to build and maintain optimal relationships, with supervisors and peers to achieve goals and maximize productivity. Follows policies, procedures, and guidelines to assure consistent quality. Maintains and ensures patient privacy and confidentiality. 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.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Care Representative
The Healing Kidney Institute
10.2023 - Current
- Assisted in the development of internal processes aimed at enhancing overall team productivity levels within the call center environment.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Communicated with clients regarding account services, statements, and balances.
Clinical Manager
Carroll County nephrology
07.2009 - 09.2023
- Epic EMR system proficient
- Sustained quality standards by performing routine medication audits and upholding internal and industry best practices.
- Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
- Recorded details regarding therapies to keep patient charts updated.
- Implemented quality improvement initiatives to identify areas for potential enhancements in patient care delivery methods.
- Reported findings to quality departments after conducting routine restraint audits and worked with team to devise corrective actions for deficiencies.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Improved patient satisfaction scores with continuous assessment of patient needs and prompt resolution of concerns.
- Evaluated patient histories, complaints, and current symptoms.
- Educated family members and caregivers on patient care instructions.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Oversaw training, staffing and education of all nursing staff.
- Performed frequent checks on life support equipment and made necessary adjustments to preserve optimal patient conditions.
- Maintained a safe working environment by enforcing infection control measures and adhering to safety protocols.
- Increased employee retention rates by creating a supportive work environment that valued teamwork and open communication.
- Managed time efficiently in order to complete all tasks within deadlines.
- Gained strong leadership skills by managing projects from start to finish.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
- Paid attention to detail while completing assignments.
Education
Associate of Science Degree - Healthcare Management -
Ultimate Medical Academy
01.2021
Skills
- Inbound Call Management
- System implementation
- Stock management
- Adaptability and Flexibility
- Written Communication
- LiveChat Messaging
- Issue and Complaint Resolution
- Product Recommendations
- Professionalism
- Quality Control
- Problem-solving aptitude
- Multi-line phone talent
Certification
Allen School - Jamaica, NY, National Certified Medical Assistant
Key Qualifications
- Business Operations
- Practice Structure
- Leadership & Management
- Medical Administrative Procedures
- Healthcare Ethics
- HIPPA Compliance
- Accounting
- Payroll
- Appointment Scheduling
- Insurance Verification
- CMS 1500
- Processing Co-Payments
- UB-04
- Insurance Billing Procedures
- Insurance Claim Cycle
- Medical Terminology
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Health Records Management
- Medical Records Management
- Human Resource Management
- Organizational Improvements
- Interpersonal Professional Communication
Volunteer Experience
New Life Church of Victory, Carrollton, GA, 01/2006, Present, Visiting the jail house and handing out books to the inmates., Visit the nursing home and care for the patients.
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 3 staff members.
Spending time with family and reading.
Family bonding time is very important to my husband and I, as we never had this growing up. We try to eat dinner together everyday, go walking and also taking time away from work to relax. Work life balance is very important to us. We have seen first hand what poor work life balance can do to an individual and a family on a whole. Reading takes me on a journey to somewhere I have never been and it also helps me to learn new things.
Timeline
Customer Care Representative
The Healing Kidney Institute
10.2023 - Current
Clinical Manager
Carroll County nephrology
07.2009 - 09.2023
Associate of Science Degree - Healthcare Management -
Ultimate Medical Academy