Miao Juan Poon
Las Vegas
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
16
16
years of professional experience
Work History
Manager of Customer Service
NYU Langone Health
Las Vegas
04.2024 - Current
- Managed a call center with 25+ employees, including 5 Supervisors and 2 Assistant Managers, ensuring efficient operations, goal attainment, and compliance. Monitored call queues, assisted in WebEx Chat, and addressed escalations related to scheduling, system issues, and compliance.
- Provided executive reporting on KPIs, process improvements, and call volume forecasting. Developed leadership teams through coaching, performance evaluations, and training initiatives. Conducted regular meetings to assess performance, identify coaching opportunities, and enhance customer service standards.
- Led hiring, training, and onboarding processes while fostering a positive, high-performance work environment. Managed workforce scheduling, payroll approvals, and disciplinary actions in collaboration with HR. Implemented process improvements to enhance efficiency, reduce resource waste, and improve customer satisfaction.
- Resolved service issues by effectively communicating with patients, providers, coders, and collection agencies to ensure proper claim processing. Collaborated with management to improve workflows, enhance patient experience, and provide valuable customer insights for decision-making.
- Trained new customer service representatives, developed communication templates, and maintained service quality standards through call monitoring and mentoring. Managed high call volumes, de-escalated conflicts, and escalated unresolved issues as needed to ensure customer satisfaction.
- Supervised, trained, and onboarded new team members in a Cancer and Multi-specialty Clinic, ensuring adherence to best practices, company policies, and customer expectations. Managed patient concerns, escalated complex issues, and prioritized daily tasks efficiently.
- Assisted in organizing and implementing new strategies and protocols. Participated in department meetings to drive process improvements and foster collaboration.
Assistant Manager of Customer Service
NYU Langone Health
Las Vegas
04.2023 - 04.2024
- Managed a call center with 40+ employees, including 4 Supervisors, ensuring efficient operations and high customer satisfaction. Oversaw escalations, resolved complex customer concerns, and implemented personalized solutions.
- Directed and motivated customer service teams to meet performance targets, optimize workflows, and enhance service quality. Conducted regular audits, performance reviews, and training sessions to maximize efficiency and maintain compliance with company policies and industry regulations.
- Collaborated with departments to streamline processes, improve customer experience, and implement best practices. Provided executive reports, developed strategies to boost customer satisfaction, and championed policy updates to minimize errors and enhance productivity.
Supervisor of Customer Service
NYU Langone Health
Boynton Beach
04.2022 - 04.2023
- Performed billing tasks, including answering calls, logging data in CRM software, processing payments, making outbound calls, and following up on open issues. Maintained strong knowledge of company products, services, and policies to provide accurate customer support.
- Resolved service issues by effectively communicating with patients, providers, coders, and collection agencies to ensure proper claim processing. Collaborated with management to improve workflows, enhance patient experience, and provide valuable customer insights for decision-making.
- Trained new customer service representatives, developed communication templates, and maintained service quality standards through call monitoring and mentoring. Managed high call volumes, de-escalated conflicts, and escalated unresolved issues as needed to ensure customer satisfaction.
Waitress
KingsHead Pub
Sunrise
10.2014 - 03.2023
- Provided exceptional customer service in a fast-paced dining environment, ensuring a positive guest experience. Greeted and seated guests, processed orders and payments using POS systems, and managed multiple tables efficiently.
- Maintained a clean, organized, and well-stocked dining area while coordinating with kitchen staff to ensure timely and accurate meal preparation. Assisted customers with menu selections, accommodated dietary requests, and promoted daily specials to enhance sales.
- Trained new waitstaff on restaurant policies and service expectations. Handled customer complaints professionally, resolved issues promptly, and followed proper sanitation guidelines for food handling. Supported team members in various roles to maintain smooth restaurant operations.
Senior Customer Service Representative
NYU Langone Health
Boynton Beach
10.2020 - 04.2022
- Supervised, trained, and onboarded new team members in a Cancer and Multi-specialty Clinic, ensuring adherence to best practices, company policies, and customer expectations. Managed patient concerns, escalated complex issues, and prioritized daily tasks efficiently.
- Assisted in organizing and implementing new strategies and protocols. Participated in department meetings to drive process improvements and foster collaboration.
- Reviewed and approved daily cash drawer documents and weekly estimates before submission to the Financial Manager. Maintained strict confidentiality of medical information and performed Patient Access Representative duties as needed.
Senior Patient Access Representative
Sylvester Comprehensive Cancer Center at University Of Miami Hospitals & Clinics
Plantation
11.2019 - 09.2020
- Supervised, trained, and onboarded new team members in a Cancer and Multi-specialty Clinic, ensuring adherence to best practices, company policies, and customer expectations. Managed patient concerns, escalated complex issues, and prioritized daily tasks efficiently.
- Assisted in organizing and implementing new strategies and protocols. Participated in department meetings to drive process improvements and foster collaboration.
- Reviewed and approved daily cash drawer documents and weekly estimates before submission to the Financial Manager. Maintained strict confidentiality of medical information and performed Patient Access Representative duties as needed.
Patient Access Representative
Sylvester Comprehensive Cancer Center at University of Miami Hospitals & Clinics
Plantation
08.2018 - 11.2019
- Served as a Patient Advocate and Service Ambassador, delivering exceptional first impressions and ensuring a positive experience for both internal and external customers. Addressed concerns, optimized patient interactions, and maintained compliance with HIPAA regulations to safeguard patient privacy.
- Handled on-site registration, scheduling, and insurance verification, ensuring accuracy in eligibility checks, referral authorizations, and financial education. Collected patient financial responsibilities upfront, reducing bad debt and collection costs.
- Proficient in multiple electronic systems, including UChart Cadence, Enterprise Billing, and Experian. Supported new team members through training and knowledge sharing. Managed workload efficiently, prioritized tasks, and ensured data accuracy in patient registration.
- Facilitated communication between patients, providers, and staff, scheduled appointments, and handled incoming calls with professionalism. Participated in department meetings to enhance processes and maintain a collaborative, patient-focused environment.
Manager
Bento Cafe
Gainesville
09.2009 - 08.2013
- Focused on optimizing restaurant operations through continuous team training, customer engagement, and strategic marketing efforts. Reviewed staffing levels to meet business demands while maintaining financial objectives.
- Ensured compliance with health and sanitation regulations, fostering a clean and safe environment for guests and staff. Recruited, trained, and mentored employees to deliver exceptional service, while overseeing inventory management to minimize waste and ensure adequate stock levels.
- Implemented marketing strategies to increase customer engagement and revenue. Addressed guest concerns promptly, provided effective resolutions, and analyzed sales data to identify growth opportunities. Scheduled staff effectively, maintained high food quality standards, and promoted a positive team culture to enhance overall operations.
Education
Bachelor of Science - Healthcare Administration
University of Florida
Gainesville, FL04-2011
Associate of Science -
Santa Fe College
Gainesville, FL04-2009
Skills
- Call center management
- HIPAA guidelines
- KPI reporting
- Customer issue resolution
- Staff training and development
- Conflict resolution
- Team building
- Leadership development
- Process improvement
- Regulatory compliance
References
References available upon request.
Timeline
Manager of Customer Service
NYU Langone Health
04.2024 - Current
Assistant Manager of Customer Service
NYU Langone Health
04.2023 - 04.2024
Supervisor of Customer Service
NYU Langone Health
04.2022 - 04.2023
Senior Customer Service Representative
NYU Langone Health
10.2020 - 04.2022
Senior Patient Access Representative
Sylvester Comprehensive Cancer Center at University Of Miami Hospitals & Clinics
11.2019 - 09.2020
Patient Access Representative
Sylvester Comprehensive Cancer Center at University of Miami Hospitals & Clinics
08.2018 - 11.2019
Waitress
KingsHead Pub
10.2014 - 03.2023
Manager
Bento Cafe
09.2009 - 08.2013
Bachelor of Science - Healthcare Administration
University of Florida
Associate of Science -
Santa Fe College
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