Natalie White
Houston
Summary
Dynamic leader with a proven track record at Discovery Behavioral Health, enhancing admissions processes and company culture through expert training techniques and conflict resolution. Excelled in staff development and CRM, significantly improving operational outcomes. Skilled in insurance verification and fostering teamwork, adept at creating solutions that drive success.
Overview
9
9
years of professional experience
Work History
Admissions Lead
Discovery Behavioral Health
03.2023 - Current
- Trained new admissions coordinators on Salesforce, verification of benefits, Kipu, and how to conduct admissions assessments to determine which patients qualify for admission
- Assisted with preparing and sending out both PaRC and New Hope Ranch's daily financial report
- Consistently delivered the admissions report once a week during PaRC flash
- Reviewed resumes, scheduled interviews and helped to interview prospective admissions coordinators
- Onboarded multiple new employees
- Provided on-call support to admissions coordinators via phone calls and instant messaging regardless of the day or time
- Facilitated departmental meetings aimed at communicating new information and policies to admissions coordinators
- Contributed to bridging the gap between admissions and intake by assisting in intake as needed every weekend
- Provided exceptional customer service during phone and email interactions with prospective patients and other substance abuse facilities, addressing concerns promptly and professionally
- Reviewed clinical assessments and medical records in order to determine whether or not a patient is appropriate to admit
- Confirmed all insurance benefits met standards of admissions as dictated by company policy
- Conducted one-on-one training sessions with employees to help advance their strengths and improve their areas of opportunity
- Assisted in creating a positive work environment by reiterating Discovery Behavioral Health's mission of saving the lives we serve with compassionate treatment
- Utilized advanced interpersonal and conflict-resolution skills to enhance comradery and teamwork amongst admissions coordinators
- Maintained consistent communication with admissions coordinators by relaying important announcements via instant messaging, emails, and face-to-face conversation
- Regularly audited Salesforce charts of all admissions coordinators in order to identify potential areas of opportunity
- Utilized empathetic listening skills to de-escalate difficult callers
- Implemented a new way of tracking the waitlist when New Hope Ranch was full
- Evaluated performance metrics regularly, identifying areas for improvement within the admissions department's operations
Sales Associate
Gallery Furniture
03.2022 - 02.2023
- Demonstrated strong product knowledge, enabling customers to make informed purchasing decisions that enhanced their overall satisfaction
- Contributed to a positive and welcoming store environment through excellent customer service skills
- Built strong relationships with clients, resulting in repeat business and a loyal customer base
- Consistently exceeded monthly sales targets by employing effective closing techniques during client interactions
- Coordinated delivery schedules with warehouse staff and third-party carriers to ensure prompt and accurate order fulfillment for customers
- Effectively resolved customer complaints or issues related to product quality or delivery delays, maintaining high levels of customer satisfaction
- Utilized customer feedback to refine sales strategies, leading to improved customer engagement and higher sales
Customer Service Representative
AT&T
11.2018 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Responded to customer requests for products, services, and company information
Sales Representative
Progressive Casualty Insurance
03.2016 - 11.2018
- Enhanced customer satisfaction by addressing concerns promptly and providing exceptional service via phone
- Increased sales revenue by identifying and targeting high-potential accounts
- Maintained up-to-date knowledge of industry trends for informed decision-making during customer interactions
- Conducted sales demonstrations to educate customers on features, benefits and competitive advantages
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates
Education
Bachelor of Arts - Journalism And Mass Communication
University of North Texas
Denton, TX08-2015
Skills
- Insurance verification
- Microsoft Excel
- Decision-making
- Complex Problem-solving
- Staff training and development
- Teamwork
- Task delegation
- Customer relationship management (CRM)
- Policy implementation
- Conflict resolution
Timeline
Admissions Lead
Discovery Behavioral Health
03.2023 - Current
Sales Associate
Gallery Furniture
03.2022 - 02.2023
Customer Service Representative
AT&T
11.2018 - 12.2019
Sales Representative
Progressive Casualty Insurance
03.2016 - 11.2018
Bachelor of Arts - Journalism And Mass Communication
University of North Texas
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