Marissa Farrar
Parma,OH
Summary
Energetic Team Lead who is committed to providing "World Class Patient Care" by developing skilled, empathetic, and educated schedulers.
Overview
7
7
years of professional experience
Work History
Administrative Program Coordinator I
Cleveland Clinic
12.2021 - Current
- Leads a team of approximately 19 schedulers at the Appointment Center within Obstetrics & Gynecology and the Breast Center Institutes
- Coaches and develops new and seasoned caregivers
- Builds personable relationships with schedulers, other team leads, and supervisors throughout the call center
- Analyzes reports and call trends
- Leads and creates engaging content for team meetings
- Collaborates with Institute contacts to identify issues and improve overall scheduling processes
- Creates effective and easy to read tools and spreadsheets to help aid caregivers with their daily scheduling.
Appointment Center Patient Service Specialist
Cleveland Clinic
10.2020 - 12.2021
- Improved patient satisfaction by providing efficient and friendly service during registrations and scheduling appointments.
- Displayed the H.E.A.R.T Model when interacting with patients to provide a World Class Care experience.
- Consistently met Key Performance Indicators.
- Selected to become a Nesting Agent Facilitator to coach new caregivers.
Personal Banker
Fifth Third Bank
01.2020 - 05.2020
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Made outbound calls and took inbound calls to uncover clients’ needs and schedule appointments
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Backed up teller team by handling needs of new and existing customers at main counter.
Sales Coordinator
STERIS Corporation
09.2018 - 01.2020
- Built rapport with the STERIS Consumable Sales Team while assisting them with no charge orders, purchase orders, and tracking information
- Collaborated with Sales Team to create solutions for customer issues
- Educated the Customer Service Team about consumable product line through monthly newsletters and other training materials
- Selected to help develop GI Sales Support Team which included communicating with the US Endoscopy Product Specialists and GI Capital functions.
Customer Service Representative
STERIS Corporation
04.2017 - 09.2018
- Managed inbound calls and assisted customers with placing orders, service calls and addressing any other concerns they may have.
- Resolved issues and created solutions for customers regarding shipping errors, order errors, and product backorders.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Health Administration
Ohio University
Athens, OH12.2016
Skills
- Excellent Communication
- Team Leadership
- Process Improvement
- Training and Development
- Problem Solving
- Adaptable
- Positive Attitude
- Empathetic
- Customer Service
Timeline
Administrative Program Coordinator I
Cleveland Clinic
12.2021 - Current
Appointment Center Patient Service Specialist
Cleveland Clinic
10.2020 - 12.2021
Personal Banker
Fifth Third Bank
01.2020 - 05.2020
Sales Coordinator
STERIS Corporation
09.2018 - 01.2020
Customer Service Representative
STERIS Corporation
04.2017 - 09.2018
Bachelor of Science - Health Administration
Ohio University