Marlene La Motta

• Managed approximately 240 calls per day from customers
• Strictly adhered to processes and talk tracks to ensure consistent service delivery.
• Documented call-back requests and relayed messages accurately.
• Answered phone promptly and directed incoming calls to correct offices.

• Resolved customer complaints and managed over 50 client accounts, building and maintaining long-lasting relationships, which led to a 20% increase in client retention and a 15% improvement in overall customer satisfaction.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Scheduled and rescheduled patient appointments efficiently, ensuring timely access to care.

• Verified insurance information to ensure accurate billing and smooth service delivery.

• Communicated with patients’ primary care physicians (PCPs) to gather additional patient information when necessary.

• Transferred high-risk patients to Nurse Triage for immediate attention and care coordination.

• Accessed and updated patient charts and portals to maintain accurate medical records and enhance patient care.