Marlana Carter
Theodore,Alabama
Summary
Organized professional adept at coordinating and managing appointment schedules with precision. Known for enhancing operational efficiency and fostering collaborative team environment. Reliable and adaptable, with strong communication skills and proactive approach to problem-solving.
Diligent Appointment Scheduler with robust background in managing appointment schedules efficiently. Proven ability to streamline scheduling processes and enhance client satisfaction. Demonstrated exceptional organizational skills and effective communication to ensure smooth operations.
Strong willed Telemarketer with high level of enthusiasm and energy. Over four years of experience in call center environments. Possessing skills in developing rapport with each customer.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Appointment Scheduler
MPF Federal-Optum Community Care Network
REMOTE
01.2021 - Current
- Working with Microsoft Word, Microsoft Office Program, and Excel. Power Point, typing 90 WPM. Optum system Med Net.
- Working in a Fast-pace call center for VACCN- OPTUM
- Coordinated appointments for multiple Veterans, optimizing daily schedules and enhancing patient flow. Handling 80-100 inbound/outbound calls daily.
- Managed phone communications, addressing inquiries and confirming appointments with attention to detail.
- Utilized scheduling software to maintain accurate records and streamline appointment-setting processes.
- Trained new staff on appointment scheduling procedures and system navigation, fostering team collaboration.
- Monitored appointment cancellations and rescheduled clients promptly to ensure service continuity.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
Supervising Agent
Liberty National Life Insurance/The Mitchell Agency
Mobile, AL
08.2019 - 10.2020
- Supervised daily operations to ensure adherence to compliance regulations and company policies.
- Led team in delivering exceptional customer service, enhancing client relationships and retention rates.
- Developed training programs for new agents, fostering a culture of continuous learning and improvement.
- Served as primary point of contact for clients, providing expert advice and guidance on complex insurance matters to ensure their needs were met in a timely manner.
Behavioral Health Specialist/Intake Coordinator
Community Hospital of Long Beach
Long Beach, CA
04.2013 - 06.2018
- Facilitated therapeutic interventions for patients with mental health disorders.
- Monitored patient progress and adjusted care strategies accordingly.
- Provided crisis intervention and conflict resolution support to patients and families.
- Used [Epic] to document patient information, progress notes, and treatment plans.
- Observed and monitored client behavior and responses to treatment.
- Created progress reports, assessments and charting within required timeframes.
Mental Health Specialist/Floor Supervisor
Extended Care Hospital/Westminster TRC
Westminster, CA
01.2009 - 09.2013
- Conducted comprehensive assessments to determine patient mental health needs.
- Collaborated with interdisciplinary teams to coordinate holistic care strategies.
- Provided crisis intervention and support during critical situations, ensuring patient safety.
- Monitored patients and assessed suicide risks.
- Provided compassionate support during times of crisis or acute distress while maintaining professional boundaries and ethical standards.
- Communicated with clients to develop social and psychiatric observations.
- Documented client progress in confidential files.
- Facilitated group therapy sessions for improved social skills development and emotional regulation in patients.
Education
Associate of Science - Health Information Technology
Rasmussen College
Ocala, FL09-2021
BA Degree - Social Sciences,
New Charter University
04-2003
High School Diploma -
Harrison Central High School
Gulfport, MS05-1996
Skills
- Calendar management
- Meeting deadlines
- Remote work capabilities
- Follow-up skills
Certification
- BLS CPR (Adult/Child/Infant) Certified
- AHIMA, HCPCS RHIT – Health Information Technician
- Bachelor’s degree in Social Sciences: Epic Certified & Cerner Certified/Hospital Software
- Medical Billing and Coding with Honors Certified/Software Med Net and Citrix
Timeline
Appointment Scheduler
MPF Federal-Optum Community Care Network
01.2021 - Current
Supervising Agent
Liberty National Life Insurance/The Mitchell Agency
08.2019 - 10.2020
Behavioral Health Specialist/Intake Coordinator
Community Hospital of Long Beach
04.2013 - 06.2018
Mental Health Specialist/Floor Supervisor
Extended Care Hospital/Westminster TRC
01.2009 - 09.2013
Associate of Science - Health Information Technology
Rasmussen College
BA Degree - Social Sciences,
New Charter University
High School Diploma -
Harrison Central High School