OSCAR FEAZELL
Chicago,IL
Summary
Results-driven customer service professional with a proven track record at UI Health, adept at managing high-volume environments. Demonstrated expertise in problem-solving and Microsoft Outlook has led to significant enhancements in operational efficiency. Focused on maintaining composure under pressure while ensuring attention to detail, resulting in a marked increase in customer satisfaction. Committed to further driving excellence in service delivery and operational success.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
UI Health
Chicago, IL
01.2023 - Current
- Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
- Greeted patients, verified insurance coverage and collected copayments.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Communicated with patients with compassion while keeping medical information private.
- Updated patient accounts and information daily.
- Cooperated with Medicare, Medicaid and private insurance providers to resolve billing issues.
- Transcribed recorded practitioners' diagnoses and recommendations into medical records.
- Assisted physicians with finalizing reports, speeches or presentations.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Reached out to patients day before scheduled appointments to confirm times and instructions.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Maintained smooth flow of examinations to keep appointments on schedule.
- Performed data entry tasks including transcribing dictation of medical reports into electronic health records system.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Scheduled appointments for patients via phone and in person.
- Assisted with referrals and prepared medical records for patients.
- Confirmed patient information, collected copays and verified insurance.
- Scheduled and confirmed patient appointments and consultations.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Received and screened telephone calls and visitors by determining or addressing needs.
- Maintained confidentiality of all patient information according to HIPAA regulations.
- Maintained confidentiality of records relating to clients' treatment
- Scanned documents into EHR systems according to established protocols.
- Communicated with patients via phone, email and in person to obtain payments on outstanding accounts or accounts requiring deductibles or co-pays.
- Compiled physical and digital documents, charts, and reports.
- Collected co-pays and insurance data, applying full and proper payment to patient accounts.
- Entered patient demographic information into the Electronic Health Records system.
- Professionally handled customer complaints while resolving issues quickly and efficiently.
- Handled customer complaints in a professional manner while resolving issues quickly and efficiently.
- Created spreadsheets in Excel for tracking purposes.
- Managed physician calendar, scheduling patient appointments and procedures.
- Processed referrals from primary care physicians and specialists as needed.
- Collaborated with medical scientists to prepare reports, articles or conference presentations.
- Provided administrative support to clinical staff as needed.
- Triaged incoming patients by assessing conditions and modified schedules to handle more severe concerns quickly.
- Maintained a filing system for patient records and physician orders.
- Arranged hospital admissions for patients as required.
- Ordered and maintained supply inventory for medical office.
- Verified accuracy of medical codes on claims prior to submission.
- Operated a variety of machinery and tools safely and efficiently.
- Identified needs of customers promptly and efficiently.
- Operated equipment and machinery according to safety guidelines.
Customer Service Specialist
Near North Health Service
Chicago, IL
01.2022 - Current
- Addressed patient complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services
- Documented customer correspondence in ERM to track requests, problems and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline support or assistance.
- Escalated patient concerns, issues and requirements to supervisors for immediate rectification.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Scheduled and confirmed appointments.
- Answered telephones and directed calls to appropriate staff members.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Provided information regarding services and policies.
- Kept detailed call log to document answered and unanswered calls.
- Called no shows and cancellations to reschedule.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Applied basic strategy to engage customers and present solutions to suit individual needs.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed customer service improvement initiatives that decreased customer wait times by 13.68%.
Contact Center Lead
CLARITY PARTNERS
Chicago, IL
07.2017 - 01.2022
- Reply to inquiries via telephone, e-mail, and in person. Use available resources efficiently to assess customer issues and recommend reasonable solutions.
- Record details of each customer interaction and any actions taken. Escalate or handle unresolved customer issues.
- Train new hires through floor shadowing and walking through routine and office operations.
- Supervise and resolve escalated customer concerns and issues.
- Assist manager with leadership tasks and duties as assigned.
Contact Center Representative
01.2017 - 01.2018
- Reply to inquiries via telephone, e-mail and in-person.
- Use available resources efficiently to assess the customer's issue and recommend valid solutions.
- Record details of each customer interaction and any actions taken.
- Escalate or handle unresolved customer issues.
- Follow up on any internal or external matters requiring additional research.
- Communicate with Manager, Lead and/or client regarding status of issues and provide best option for solutions.
- Maintain adequate knowledge of internal processing, protocol, software and systems.
Guest Services Agent
SHERATON GRAND CHICAGO
Chicago, IL
02.2016 - 06.2017
- Answer telephone calls from guests seeking to make or cancel hotel reservations.
- Greet arriving guests, assign rooms, issue keys, and collect guest payment and billing information.
- Respond to guest requests for assistance and coordinate with housekeeping, bell service, staff and management to fulfill guest requirements.
- Provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and packages are delivered in a timely manner.
- Also deal with irate guests and find ways to resolve issues to the guest's satisfaction.
- Serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale.
Client Consultant
UPRIGHT LAW
Chicago, IL
08.2015 - 03.2016
- Answer phone calls and speak to customers regarding their company's products or services.
- In addition to answering questions, identify opportunities to offer information and make product or service suggestions based on a customer's needs.
- Placed orders for customers and obtained their personal information, such as name, address, phone number, and payment method.
- Also update and make changes to customer accounts.
- Required to document all customer interactions and enter the information into a computer, as well as ensure that all records are accurate and up-to-date.
- Use customer service knowledge to handle difficult customers and make sure that each customer has a good experience.
Houseman
THE PALMER HOUSE HILTON
Chicago, IL
03.2003 - 02.2016
- Primary job duties include cleaning and maintaining guest rooms, bathrooms, work areas, furnishings and carpets.
- Cleaning rooms includes duties such as changing bed linens and emptying trash as well as vacuuming carpets and dusting furniture.
- Replenish guest supplies, such as hand soap and shampoo and responsible for cleaning common areas, such as banquet and meeting rooms.
- Secondary duties may include shoveling snow from walkways, assisting bellmen, answering guest questions and helping the front desk person.
Education
High School Diploma -
Providence St. Mel
Chicago, ILSkills
- Attention to Detail
- Analyzing Information
- Reporting Skills
- PC Proficiency
- Deadline-Oriented
- Research Skills Time Management
- Self-motivated
- Calm and Professional Under Pressure
- Effective Written and Verbal Communication
- Customer Service and Assistance
- Issue and Complaint Resolution
- High-Volume Call Environments
- Team-Building Exercises
- AVAYA Aura
- Call Volume and Quality Metrics
- Executive management support
- Complaint resolution
- Administrative support
- Problem-solving
- Complaint handling
- Microsoft outlook
Education
other
References
References available upon request.
Timeline
Customer Service Representative
UI Health
01.2023 - Current
Customer Service Specialist
Near North Health Service
01.2022 - Current
Contact Center Lead
CLARITY PARTNERS
07.2017 - 01.2022
Contact Center Representative
01.2017 - 01.2018
Guest Services Agent
SHERATON GRAND CHICAGO
02.2016 - 06.2017
Client Consultant
UPRIGHT LAW
08.2015 - 03.2016
Houseman
THE PALMER HOUSE HILTON
03.2003 - 02.2016
High School Diploma -
Providence St. Mel
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