Open To Work
Pamela Birt
Optum
The Bronx,NY
Work Preference
Job Search Status:
Open to work
Desired start date:
2 weeks notice
Desired Job Title
Patient Service RepresentativeCustomer Service AdvocateOperations Support Supervisor
Work Type
Full Time
Location Preference
On-SiteRemoteHybrid
Location:
The Bronx, NY
Open to relocation:
Yes
Important To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsPersonal development programsTeam Building / Company Retreats401k matchStock Options / Equity / Profit SharingPaid time offWork from home optionPaid sick leave4-day work week
26
years of professional experience
Results driven, energetic professional with several years of hands-on experience, successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Work History
Patient Service Representative
1 Year 1 Month- Facilitated patient scheduling and appointment coordination, enhancing operational efficiency.
- Managed patient inquiries and resolved issues promptly, ensuring high satisfaction levels.
- Collaborated with healthcare providers to streamline communication for improved care delivery.
- Trained new staff on customer service protocols and system navigation to boost team effectiveness.
- Implemented process improvements that reduced wait times and optimized patient flow.
- Analyzed service metrics to identify trends and enhance overall service quality.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Software to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
Customer Service Advocate
9 Months- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Handled high-volume calls, providing accurate information and support to customers.
- Utilized POS systems to process transactions and manage inventory effectively.
- Collaborated with team members to enhance customer experience and streamline operations.
- Trained new staff on policies, procedures, and effective communication techniques.
- Implemented feedback mechanisms to identify areas for service improvement.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Operations Support Supervisor
24 Years 2 Months- Managed team of 15 employees, ensuring high productivity and quality standards where yearly goals and objectives were not only met but exceeded .
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Managed staff scheduling and projects assignment, ensuring adequate coverage.
- Analyzed key performance indicators to identify effective strategies.
- Collaborated with other departments to coordinate workflow processes and to ensure effective project alignment.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflow.
- Monitored employee productivity levels to identify areas of improvement.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Resolved escalated customer complaints in a timely manner while ensuring customer Net Promoter Scores remained within standards
- Addressed and resolved interpersonal conflicts within the team, to maintain a harmonious and collaborative work environment at all times.
- Implemented quality control measures, significantly reducing error rates.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Acted as the market’s primary employee recognition and appreciation liaison by coordination annual virtual and in person events.
Education
High School Diploma
Skills
Operations Management
Strategic Planning
Process Monitoring and Improvement
Training and mentoring
Complex Problem-Solving
Employee Motivation
Budget Management
Customer Retention
Timeline
Patient Service Representative
Optum
07.2025 - CurrentRead More
Customer Service Advocate
Target
10.2024 - 07.2025Read More
Operations Support Supervisor
Astound Communications
04.2000 - 06.2024Read More
Adlai Stevenson High School, Bronx, NY
High School Diploma
Read More