Mylea Quance
Fairfax,VA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
4
4
years of professional experience
Work History
New Hire Trainer (Reception)
VCA Southpaws
05.2023 - Current
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Trained new hires to perform cross-training exercises with experienced workers.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Directed field training to enhance participants' skills.
Patient Care Coordinator
VCA Southpaws
10.2021 - Current
- Reviewed patient's invoices on a daily basis to ensure charges accurately reflect provided treatments.
- Reviewed labwork results with clients and addressed and questions or concerns.
- Acted as main point of contact for clients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Provided excellent customer service to clients and medical staff.
- Responded to client concerns and questions on daily basis.
- Provided updates on patients status as needed.
- Facilitated calling in of prescriptions to pharmacies or Pdvm.
- Followed up with clients after their pet has been hospitalized, to address any questions or concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Assisted in pulling drugs and documentation for patients who have coded.
- Resolved customer complaints using established follow-up procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
Veterinary Receptionist Shift Lead
VCA Southpaws
03.2020 - 10.2021
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Entered data from pet records and office visits into computer system.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Responded to inquiries by directing calls to appropriate personnel.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained visitor log for entering and leaving facility for security purposes.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to support staff to organize and improve customer service efficiency.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
Education
No Degree - Fashion Business Management
The Art Institute of York
York, PAHigh School Diploma -
York Suburban Senior High School
York, PA06.2009
Skills
- Decision-Making
- Training Program Development
- New Hire Training
- Relationship Building
- Database Coordination
- Customer Service
- Client Relations
- Teamwork and Collaboration
- Effective Multitasking
- Patient Care Coordination
- Discharging Patients
- Attention to Detail
- Filling Prescriptions
- Record Request Management
- Veterinary Medical Records Software
Timeline
New Hire Trainer (Reception)
VCA Southpaws
05.2023 - Current
Patient Care Coordinator
VCA Southpaws
10.2021 - Current
Veterinary Receptionist Shift Lead
VCA Southpaws
03.2020 - 10.2021
No Degree - Fashion Business Management
The Art Institute of York
High School Diploma -
York Suburban Senior High School
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