Marlene Roach

Currently as a Department Operational People leader, I have shouldered several responsibilities within the company and my team. Where I have worked to promote growth, development and moral uplifting, while meeting and or exceeding all daily and monthly assignment's within the company's organization.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Maintained compliance with company policies, objectives and communication goals.
• Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
• Evaluated employee performance and coached and trained to improve weak areas.
• Developed training, task and process guidelines and communicated clear and concise directions to employees.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Directed and supervised team of [15] engaged in coaching and mentoring development
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

• Established financial arrangements for self-pay patients.
• Accurately reviewed and updated patient and financial information.
• Resolved complex insurance and customer payment issues by providing options or escalating problems to supervisors.
• Helped customers understand and fill out applicable forms.
• Contacted guarantors to collect payments for past due accounts.
• Explained payment requirements, accepted payment methods and billing procedures.
• Discussed financial and insurance options with patients.
• Negotiated settlements and payment plans.
• Updated accounts with latest patient, payment and insurance information.

• Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
• Coached team members in techniques necessary to complete job tasks.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Demonstrated respect, friendliness and willingness to help wherever needed

• Facilitated inter-departmental communication to effectively provide customer support.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Increased efficiency and team productivity by promoting operational best practices.
• Managed timely and effective replacement of damaged or missing products.
• Improved overall efficiency 98% by anticipating needs and providing outstanding support

• Maintained energy and enthusiasm in fast-paced environment.
• Carried out day-day-day duties accurately and efficiently.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Identified issues, analyzed information and provided solutions to problems.
• Maintained excellent attendance record, consistently arriving to work on time.
• Supervised work of contracted employees to keep on task for timely completion