Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Nicholas Popolillo

Zephyrhills,FL

Summary

Experienced manager with 5+ years of success in customer support supervision. Mentors team members to consistently deliver exceptional service and fosters team morale through effective communication and positive performance feedback. Skilled in defusing customer dissatisfaction and adeptly managing competing priorities for superior outcomes.

Overview

11
11
years of professional experience

Work History

Referral Coordinator

OnSpot Dermatology
11.2023 - Current
  • High volume calls: Greeting patients and transferring to the right department
  • Downloading patient information to ModMed and Clearwave EMR systems.
  • Staying in contact with the referral coordinator updating her with all the patients I contacted and got benefits for or that require a call back to create payment plans or make a payment.
  • Reduced wait times for appointments by streamlining patient scheduling processes.
  • Enhanced patient satisfaction with thorough assessments and personalized treatment plans.
  • Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
  • Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
  • Processed referral requests from patients, doctors and other health care professionals.
  • Responded to patient inquiries to offer timely updates regarding referral status.
  • Called insurance companies to get precertification and other benefits information on behalf of patients.
  • Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.
  • Improved departmental workflow by assisting colleagues with tasks such as appointment scheduling or insurance verification when needed.

Manager

Applebee's Grill + Bar
05.2013 - Current
  • Leading a team of 25+ employees per shift, overseeing all operations of a busy restaurant and achieving consistent high-quality service
  • Managing inventory, bringing food cost from a 2.5% loss to 1% or less; managing employees hours to meet labor costs
  • Bar manager: Counting liquor inventory weekly and processing the orders, organizing beer closets and assisting the bar when needed
  • Responsible for hiring, training, and scheduling staff to ensure proper coverage and productivity
  • Reconcile and balance all restaurant receipts on the POS system daily
  • Exceeding expectations on health inspection and other corporate related inspections
  • Achieved a record rating of 90%+ twice a year
  • Supervising KDS (ticket) times, making sure all platting is correct to the guest standards and meals are served in a timely manner
  • Motivating staff on busy shifts, helping them meet ticket times by cooking or running food out to guests
  • Ensuring compliance with company standards in all areas of operation
  • Interacting with guests to ensure the highest level of customer service was provided and also resolving any guests complaints in a timely manner
  • Enforcing safety and sanitation standards to comply with health codes
  • Ensuring quality and critical communication between the front and back of the house: resulting in the revenue to go up since last year
  • Climbing the corporate ladder: Started as a dishwasher and advanced to management position
  • Achieving employee of the month multiple times and earning management bonuses.

Education

Full ride wrestling scholarship -

Missouri Valley College

High School Diploma -

Wesley Chapel High School
01.2012

Skills

  • Excellent communication skills
  • Financial management
  • Customer service
  • Conflict resolution
  • Business management
  • Health care insurance
  • Healthcare Systems Understanding
  • HIPAA Regulations
  • Multi-line telephone operation
  • High volume call center
  • Insurance Verification
  • Medical Terminology
  • Patient Scheduling
  • Multi-line phone proficiency
  • Data entry proficiency

Personal Information

Title: Management, Customer Support 

Timeline

Referral Coordinator

OnSpot Dermatology
11.2023 - Current

Manager

Applebee's Grill + Bar
05.2013 - Current

Full ride wrestling scholarship -

Missouri Valley College

High School Diploma -

Wesley Chapel High School

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Nicholas Popolillo