Mogan Hobbs
Lexington,KY
Summary
Polite and professional medical Call Center Representative successful in applying strong communication and problem-resolution skills to each customer issue. A solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
15
15
years of professional experience
Work History
Call Center Representative
University Of Kentucky Hospital
11.2021 - Current
- Managed high call volumes while providing exceptional patient support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring patient satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for patients.
- Enhanced patient satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
Patient Relations Associate
University Of Kentucky Hospital
11.2014 - 10.2021
- Worked varied hours to meet seasonal and business needs.
- Greeted patients and offered assistance for increased patient satisfaction.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Increased patient satisfaction by resolving complex issues and providing exceptional service at all times.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
Retail Customer Service Associate
Kroger
06.2009 - 10.2011
- Maintained a clean and organized store environment, enhancing customer shopping experience.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Handled cash register operations accurately, minimizing discrepancies while reconciling daily financial reports.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
- Processed returns and exchanges efficiently, ensuring customer satisfaction and trust in the company''s policies.
- Demonstrated adaptability when assigned multiple tasks such as cashiering duties or assisting in other store departments as needed.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering long-term relationships with clients.
- Conducted regular price checks, ensuring accurate pricing on products and displays throughout the store.
Education
Bachelor of Science -
Southern New Hampshire University
Hooksett, NH12.2025
No Degree - Property/Casualty Insurance Licensing
Commonwealth Schools of Insurance
Louisville, KY03.2024
High School Diploma -
Anderson County High School
Lawrenceburg, KY06.2011
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Verbal and written communication
- Inbound phone calls
- Resolving issues
- Communicating with clients
- Calm disposition
Timeline
Call Center Representative
University Of Kentucky Hospital
11.2021 - Current
Patient Relations Associate
University Of Kentucky Hospital
11.2014 - 10.2021
Retail Customer Service Associate
Kroger
06.2009 - 10.2011
Bachelor of Science -
Southern New Hampshire University
No Degree - Property/Casualty Insurance Licensing
Commonwealth Schools of Insurance
High School Diploma -
Anderson County High School