Shynia White
Summary
Experienced in patient care coordination and customer relationship management, with a proven track record of enhancing service efficiency through seamless communication and precise documentation. Skilled in managing high-volume inbound calls and utilizing CRM software to improve data accuracy and follow-up efficiency. Adept at building strong relationships with clients and patients, ensuring effective communication and timely resolution of inquiries.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
11
11
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
United Healthcare Group
Roanoke
10.2023 - Current
- Collaborated with healthcare teams to ensure seamless communication and efficient patient care delivery, improving service efficiency.
- Delivered exceptional customer service by effectively managing high-volume inbound calls, ensuring timely and accurate issue resolution.
- Utilized CRM software to track customer interactions, enhancing data accuracy and improving follow-up efficiency.
- Managed patient records and documentation with precision, ensuring compliance with healthcare regulations and maintaining data accuracy.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Developed customized healthcare solutions, enhancing client satisfaction through tailored benefit plans and support services.
- Established and maintained strong relationships with clients, ensuring effective communication and timely resolution of inquiries.
- Developed strong relationships with patients and families, enhancing trust and promoting a positive healthcare experience.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Telecommunications Specialist
Carilion Roanoke Memorial Hospital
Roanoke
07.2015 - 10.2023
- Coordinated patient transportation across departments, ensuring timely arrivals and enhancing patient care continuity.
- Trained new staff on safety protocols and operational procedures, fostering a compliant and efficient work environment.
- Provided exceptional customer service by addressing patient inquiries and concerns, resulting in increased satisfaction levels.
- Coordinated emergency response efforts by effectively prioritizing calls and dispatching resources, enhancing patient care delivery.
- Monitored and maintained dispatch systems to improve response times and operational efficiency in high-pressure environments.
- Streamlined communication between medical staff and emergency services, ensuring timely and accurate information flow during critical situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Managed patient records and documentation with precision, ensuring compliance with healthcare regulations and maintaining data accuracy.
- Collaborated with healthcare teams to ensure seamless communication and efficient patient care delivery, improving service efficiency.
- Utilized electronic health record systems to track patient interactions and follow up on care needs, optimizing service delivery.
Education
Martinsville High School
Martinsville, VASome College (No Degree) - Nursing
Patrick Henry Community College
Martinsville, VASkills
- Patient care coordination
- Customer relationship management
- Issue resolution
- High-volume call handling
- Customized healthcare solutions
- Electronic health records
- Inbound call management
- Patient records management
- CRM software
- Relationship building
- Technical support
- Emergency response
Medical terminology
Certification
- CPR
- CCMA- graduate
- CNA-licensed
Timeline
Customer Service Representative
United Healthcare Group
10.2023 - Current
Telecommunications Specialist
Carilion Roanoke Memorial Hospital
07.2015 - 10.2023
Martinsville High School
Some College (No Degree) - Nursing
Patrick Henry Community College