Norma Panasewicz

Scheduler for Banner Imaging, answer all inbound calls coming into the CEC. Scheduling patients and routing calls to different departments. Schedule patients for multiple modalities, such as MRI, CT, NM, Fluoro, MG, US, PET/CT, US and Xray.

I have also worked on the Banner Imaging Admin team, answering emails from hospital, doctors offices and scheduling VIP patients.

• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
• Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions
• Mentored new employees on scheduling and EMR and delivered constructive feedback to increase understanding of job duties
• Evaluated employee job performance and motivated staff to improve productivity
• Set and managed performance benchmarks for call center employees
• Worked multiple phone lines and computer systems, answered inbound/outbound calls, organized patient follow up visits after hospital stays, scheduled new patients appointment, prepare charts and organize computer files and folders.

• Maintained 100% satisfaction rating with customers by providing exceptional service and support
• Inbound/Outbound call center for 11 Banner Facilities and 2 Corporate offices
• Answering service and handle on calls for Banner Health physicians and after hours
• Working multiple phone lines and computer systems.

• Evaluated customer account information to assess current issues and determine potential solutions
• Interacted with over 100 customers per shift to provide and process information in response to inquiries, concerns and requests about services and products
• Surpassed 100% quality target by diligently working through scripted response plans and applying personal knowledge base to resolve concerns
• Adhered to all confidentiality requirements
• Effective liaison between customers and internal departments
• Referred unresolved customer grievances to designated departments for further review.

• Delivered service and support to each customer, paving way for future business opportunities
• Fielded customer complaints and queries, fast-tracking them for problem resolution
• Asked probing questions to determine service needs and accurately input information into electronic systems
• Dispatched emergency roadside assistance to customers throughout the US and Canada.