PATIENCE HOLLINGSHEAD

• Open communication among staff, administration, and patients by acting as a liaison to patients and their families to ensure needs are being addressed
• Keep patient records up to date with detailed notations
• Set up shipments of patient medications per physician orders in a timely manner to ensure patient therapy is not delayed
• Communicate with other departments to ensure that the patient is saving on their prescription
• Listen to the concerns of the patient and assess the need to escalate the issue within the facility to the proper department while showing care and compassion for the patient/situation
• Ability to work under pressure to maintain proper service levels
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Monitored ongoing escalations for resolution progress.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Assisted in training new escalation specialists on procedures and processes.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Logged unsellable products requiring donation or destruction due to damage or other issues.

• Maintain proper coding specific to medical procedure in medical records, data entry
• Applied CPT, ICD-10 and HCPCS codes to physician reports
• Patient intake and insurance verification to ensure rapid payment for the services provided
• Schedule and coordinate surgical procedures according to physician orders
• Obtain proper authorizations from insurance carriers for surgical procedures
• Obtain medical clearance from other physicians for patient for surgical procedures
• Collect patient copay and deductible according to their insurance plan
• Fill out and file proper FMLA and/or Short-Term Disability paperwork to proper agents/employers for patients
• Answer multi-line phones

• Train all new employees on proper procedures
• Ensure all employees are adhering to 'safe food handling' guidelines
• Track and order weekly inventory
• Ensure all customers are given impeccable customer service
• Follow all OSHA and Health Department regulations
• Daily prep all foods for weekly production
• Process and deliver all orders in a timely and professional manner

Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

• Ensured compliance with safety regulations and company policies.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Analyzed business performance data and forecasted business results for upper management.
• Collaborated with management on developing strategic plans for achieving business goals.
• Implemented quality control measures to uphold company standards.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Maintained up-to-date knowledge of company products and services.
• Organized training sessions for new hires to familiarize them with the workplace environment.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Delegated work to staff, setting priorities and goals.
• Recruited and trained new employees to meet job requirements.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Monitored employee attendance records, timekeeping, and payroll information.
• Communicated regularly with customers to gain insights into their needs.
• Created and managed budgets for travel, training, and team-building activities.