Cassandra Cooper
North East,MD
Summary
Customer Service Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances patient experiences by employing service-oriented behaviors, understanding patient desires, and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Christiana Care
11.2022 - Current
- Managed high call volume while maintaining courteous and professional demeanor.
- Cross trained in all queues we service, Primary Care, Gastroenterology, General Surgery, OBGYN, & Urology.
- Lead OBGYN Customer Service Specialist, providing support to others on team.
- Logging urgent patient scenarios to escalation log that is provided to practices to ensure quality patient care.
- Reviewing OBGYN provider's schedules for any scheduling errors/coaching opportunities to provide for team/leadership.
- Interacting/rescheduling patients through Artera application for all offices within our department.
- Providing support to the Reschedule Queue as needed
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to patients.
- Ensures documentation of each call is detailed & accurate.
- Scheduling patient appointments for multiple providers & offices, according to Cecil Access Center scheduling guidelines.
- Adhering to HIPAA requirements to safeguard patient confidentiality.
- Determining when a patient call needs to be triaged to a clinician.
- Providing support through Teams Chat for various reasons for all caregivers.
- Handles stressful patient situations appropriately & delivers seamless patient care.
- Outstanding communication skills.
- Verifying patient demographic information.
- Interacting with office staff to coordinate patient care.
- Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion & responding to individual needs.
- Knowledge of Cerner systems (Revenue Cycle, Soarian Financials & Power chart).
- Performs other related duties as required.
Customer Service Specialist
Aston Carter
02.2022 - 11.2022
- Answer large amounts of inbound calls in a timely manner.
- Make outbound calls to patients, practices, pharmacy & internal departments as needed.
- Ensures documentation of each call is detailed & accurate.
- Scheduling patient appointments for multiple providers & offices, according to Cecil Access Center scheduling guidelines
- Adhering to HIPAA requirements to safeguard patient confidentiality.
- Determining when patient call needs to be triaged to a clinician.
- Handles stressful patient situations appropriately & delivers seamless patient/customer service.
- Outstanding communication skills
- Verifying patient demographic information
- Interacting with office staff to coordinate patient care.
- Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion & responding to individual needs.
- Knowledge of Cerner systems (Revenue Cycle, Soarian Financials & Power chart)
- Performs other related duties as required.
Administrative Medical Assistant
Dr. David Gar-El
08.2020 - 02.2022
- Scheduled patient appointments, diagnostic specialty appointments, tests and procedures
- Verified appointment times with patients, preparing charts, pre-admission and consent forms
- Collected forms, copied insurance cards, and coordinated patient information for billing and insurance processing
- Scanned incoming documentation
- Verified insurance information
- Purged outdated files
- Pulled patient records and transferred to appropriate parties
- Contacted insurance companies to obtain necessary Prior Authorizations needed for upcoming tests and procedures
- Maintained files for referral and insurance information.
Restaurant Manager
Wesley's
03.2015 - 05.2021
- Fielded complaints from customers and corrected issues with all involved parties.
- Answered all inbound calls in a timely manner.
- Routing all calls to appropriate departments throughout the business.
- Taking detailed messages/reservations to accurately serve customers.
- Trained staff on restaurant policies and procedures, guest services techniques and communication skills to promote & ensure positive experiences.
- Motivated staff to perform at peak efficiency and quality.
Legal Secretary Assistant
Joseph Mahoney Esquire
07.2017 - 03.2020
- Coordinated and scheduled meetings and telephone conferences
- Handled all inbound calls for the office.
- Photocopied all correspondence, documents and other printed materials.
- Received and distributed incoming mail.
- Proofed documents and submitted to attorneys for review.
- Organized and maintained law libraries, documents, and case files.
- Revised and maintained master calendar for client appointments and court hearings.
- Processed and distributed invoices to bill clients.
- Participating in Attorney-client privilege to protect all client information.
Education
High School Diploma -
North East High School
North East, MD06.2016
Skills
- Carrying positive and professional attitude
- Insurance Verification
- Medical Scheduling
- HIPAA
- Accuracy/Attention to Detail
- Strong Computer Competencies (Proficient in Microsoft Excel, Access Database Creation, Word, and PowerPoint)
- Knowledge in various EMR systems (Cerner/Allscripts/Sequel Med)
- Problem Management Processes
- Call Center Operations
- Call triaging
- Medical terminology knowledge
- Documentation
Accomplishments
Caregiver of the Month - March 2023
In March of 2023, I was award Caregiver of the Month chosen by my fellow caregivers in recognition of Excellence.
Timeline
Customer Service Specialist
Christiana Care
11.2022 - Current
Customer Service Specialist
Aston Carter
02.2022 - 11.2022
Administrative Medical Assistant
Dr. David Gar-El
08.2020 - 02.2022
Legal Secretary Assistant
Joseph Mahoney Esquire
07.2017 - 03.2020
Restaurant Manager
Wesley's
03.2015 - 05.2021
High School Diploma -
North East High School
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