Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Sandy Barrett

Salt Lake City,UT

Summary

Dynamic Customer Advocate Specialist with a proven track record at University of Utah Health Care, excelling in complaint handling and customer service excellence. Recognized for implementing strategies that reduced hold times and enhanced call center performance.


Knowledgeable and dedicated customer service professional with extensive experience in Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Customer Advocate Specialist

University of Utah Health Care
07.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Contributed to the creation of resource materials such as FAQs which helped educate customers on products/services offered.
  • Maintained detailed records of all client interactions, ensuring accurate documentation for future reference or escalations when necessary.
  • Participated in regular team meetings, sharing insights and best practices for ongoing development of the Customer Advocate Specialist role.
  • Implemented strategies to reduce hold times and improve overall call center performance metrics.
  • Worked diligently to meet and exceed key performance indicators, demonstrating a strong commitment to customer service excellence.
  • Managed a high volume of incoming calls (40-50/day), maintaining composure during peak periods to deliver exceptional service.
  • Handled sensitive customer information with discretion while adhering to strict data privacy regulations.

Administrative Assistant

Neurosurgery Department, University of Utah Health
09.2022 - 07.2023
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff (15 doctors/APRNs) through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Maintained inventory of office supplies and placed orders.

Medical Transcriptionist

Integrity HD
01.2020 - 07.2022
  • Corrected grammar, spelling, and syntax mistakes in medical records.
  • Accurately documented medical dictation to record patient care records, serving over 50 doctors in 8 facilities, many ESL providers.
  • Maintained high levels of confidentiality with sensitive patient information following HIPAA guidelines.
  • Enhanced accuracy of medical records by transcribing detailed physician dictations.
  • Followed all HIPAA rules and regulations regarding patient confidentiality.
  • Reduced errors in medical reports by reviewing, editing, and proofreading transcripts for clarity and consistency.
  • Demonstrated excellent skills to understand diverse accents and dialects.

Receptionist/Secretary Manager

Wenatchee Valley Shuttle
01.2019 - 01.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Maintained confidentiality of information regarding clients and company.
  • Provided administrative support to staff members (10) by handling correspondence, filing documents, and managing office supplies inventory.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Improved workflow by introducing more efficient document handling and organization practices.

Education

Wenatchee High School
Wenatchee, WA

Skills

  • Customer service excellence
  • Complaint handling
  • Teamwork
  • Problem-solving
  • Time management
  • Attention to detail
  • Excellent communication
  • Computer skills
  • Money handling
  • Microsoft office
  • Task prioritization
  • Medical terminology
  • Administrative and office support
  • De-escalation techniques
  • Inbound call management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Advocate Specialist

University of Utah Health Care
07.2023 - Current

Administrative Assistant

Neurosurgery Department, University of Utah Health
09.2022 - 07.2023

Medical Transcriptionist

Integrity HD
01.2020 - 07.2022

Receptionist/Secretary Manager

Wenatchee Valley Shuttle
01.2019 - 01.2020

Wenatchee High School

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