Mary Lou Saenzpardo
Glendale,CA
Summary
Dynamic Appointment Clerk with proven expertise in customer service and administrative duties honed at Kaiser Permanente. Excelled in a high-volume call center, adeptly handling urgent member needs with diplomacy and tact. Demonstrates strong organization and critical thinking skills, ensuring efficient appointment scheduling and confidentiality. Proficient in Microsoft Office and typing at 65 wpm, consistently improving service quality.
Overview
10
10
years of professional experience
Work History
Appointment Clerk
Kaiser Permanente
07.2012 - 01.2022
- Operates in a hgh volume, highly structured call center environment by responding to incoming calls.
- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment utilizing appropriate guidelines.
- Prioritizes member needs and offers alternatives to members when appropriate.
- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
- Uses tact and diplomacy in handling difficult interactions with members.
- Determine if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call to a Registered Nurse when appropriate.
- Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests. Responds in a courteous and professional manner to general questions, using on-line databases to provide information to any member or other personnel calling the center.
- Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
Education
Associate of Arts - General Studies
Los Angeles City College
Los Angeles, CA06.1978
High School Diploma -
Hollywood High
Hollywood, CA06.1975
Skills
- Administrative duties
- B2B appointment setting experience
- Customer service experience
- Microsoft Office
- Type 65 wpm
- Excellent Phone Demeanor
- Patient confidentiality
- Strong Organization
- Problem-Solving
- Critical Thinking
- Documentation proficiency
- Effective Multitasking
Languages
Spanish
Native or Bilingual
Timeline
Appointment Clerk
Kaiser Permanente
07.2012 - 01.2022
Associate of Arts - General Studies
Los Angeles City College
High School Diploma -
Hollywood High
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