Mikaela GREENLEAF
Pasadena,MD
Summary
Productive Call Center Representative experienced in building rapport with clients and delivering quality support. Resolved customer complaints and managed high call volumes, consistently achieving top customer satisfaction. Focused on enhancing client relationships and contributing to overall service excellence in healthcare.
Overview
17
17
years of professional experience
Work History
Lead Call Center Operator
Mercy Medical Center
08.2024 - Current
- Oversaw daily operations of call center, coordinating activities of three employees
- Conduct verification of medical insurance to ensure patient eligibility and coverage
- Utilizes EPIC software to manage patient records effectively
- Schedule appointments
- Answer incoming patient phone calls
- Make outgoing patient phone calls
- Facilitate communication by sending messages to doctors regarding patient inquiries
Heart Center at Mercy front desk
Mercy Medical Center
02.2022 - 08.2024
- Greet patients
- Registered patients into the system upon arrival
- Welcomed patients at front desk
- Utilized EPIC software for patient records
- Scheduled appointments
- Answered incoming phone calls to assist patients
- Managed front desk operations at Heart Center, ensuring smooth patient flow and satisfaction.
- Proposed innovative ideas and solutions that improved team collaboration and patient service.
- Collaborated with diverse coworkers to achieve objectives and resolve issues related to patient care.
Front Desk Receptionist
ExpressCare Urgent Care Centers
08.2021 - 02.2022
- Registered patients upon arrival at the front desk.
- Managed patient check-in and check-out processes efficiently.
- Welcomed patients warmly, fostering a positive first impression.
- Managed patient records using Experity EMR system, ensuring accurate and up-to-date information.
- Greet patients
- Screen for covid and take temperatures for all visitors
- Organized patient appointments using scheduling software.
- Coordinated patient appointments through electronic health record systems, streamlining scheduling process.
- Use of Experity EMR
Captain Maid
Merry Maids
06.2016 - 05.2020
- Performed residential cleaning services
- Delegated job tasks to employees, ensuring effective workflow and task completion
- Conducted employee training sessions
- Processed customer payments accurately
- Recorded services provided for accurate billing
Shift Manager
McDonalds
03.2009 - 05.2016
- Making employee schedules
- Ensure employees convey customer service skills
- Trained employees to enhance customer service skills
- Maintained store cleanliness by organizing merchandise and removing debris
- Monitored compliance with food safety regulations for customer safety
Education
High School Diploma -
Patapsco High School Center for the Arts
Dundalk, MDSkills
- EPIC charting
- Patient registration
- Insurance verification
- Appointment scheduling
- EMR software
- Call management
- Inbound phone calls
- CRM navigation
- Call documentation
- Call logging
- Data gathering
- Customer relationship management
- Service orientation
- Communication skills
- Conflict resolution
- Answering questions
- Resolving issues
- Call escalation
- Team leadership
- Leadership
- Teamwork
- Time management
- Attention to detail
- Remote work
- Problem solving
- Employee training
- 60 WPM Typing skills
- Inbound phone calls
Timeline
Lead Call Center Operator
Mercy Medical Center
08.2024 - Current
Heart Center at Mercy front desk
Mercy Medical Center
02.2022 - 08.2024
Front Desk Receptionist
ExpressCare Urgent Care Centers
08.2021 - 02.2022
Captain Maid
Merry Maids
06.2016 - 05.2020
Shift Manager
McDonalds
03.2009 - 05.2016
High School Diploma -
Patapsco High School Center for the Arts