Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Reum

Poplar,MT

Summary

Dynamic Client Service Supervisor at DPHHS, State of Montana, skilled in training and mentoring teams to enhance productivity. Proven track record in customer relations and operational efficiency, fostering loyalty through effective communication. Successfully implemented strategies that improved client retention and streamlined service delivery, showcasing adaptability and commitment to continuous improvement.

Overview

23
23
years of professional experience

Work History

Client Service Supervisor

DPHHS, State of Montana
01.2023 - Current
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Created customer support strategies to increase customer retention.
  • Played an active role in the recruitment process, selecting candidates who demonstrated exceptional potential for success within the Client Services department.
  • Coordinated the efficient allocation of resources during peak periods, ensuring optimal coverage for all clients'' needs.
  • Conducted regular performance evaluations, identifying areas for improvement and providing constructive feedback to employees.
  • Mentored and developed team members, fostering strong relationships and promoting professional growth.
  • Oversaw the successful onboarding of new hires into the organization, equipping them with the tools necessary to excel in their roles quickly.
  • Provided leadership, guidance and support to staff members.
  • Participated in community events to promote services and engage with public.
  • Implemented strategies to increase public awareness of social and community service programs.
  • Managed department call volume of 6-10 calls per day and coordinated department schedules to maximize coverage during peak hours.

Client Service Coordinator

DPHHS, State of Montana
12.2013 - 12.2022
  • Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
  • Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
  • Adapted quickly to changes in company policies and procedures, ensuring continued adherence to best practices and compliance requirements.
  • Implemented new processes to increase operational efficiency in the coordination of client services.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Defined clear targets and objectives and communicated to other team members.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Managed multiple client cases simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.

Medical Receptionist

Northeast Montana Health Services
01.2003 - 12.2013
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Assisted with medical coding and billing tasks.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Answered phone calls and messages for four-physician family medical facility, scheduling appointments, and handling patient inquiries.

Education

High School Diploma -

Wolf Point Jr/Sr High School
Wolf Point, Mt
05.1998

Skills

  • Customer relations
  • Training and mentoring
  • Team building
  • Schedule management
  • Teamwork and collaboration
  • Reliability
  • Adaptability and flexibility
  • Self motivation
  • Continuous improvement
  • Adaptability
  • Communication

Timeline

Client Service Supervisor

DPHHS, State of Montana
01.2023 - Current

Client Service Coordinator

DPHHS, State of Montana
12.2013 - 12.2022

Medical Receptionist

Northeast Montana Health Services
01.2003 - 12.2013

High School Diploma -

Wolf Point Jr/Sr High School

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