Penelope Rippel
Herriman,UT
Summary
Adept at enhancing customer satisfaction and streamlining operations, I leveraged my expertise in clinical documentation and patient interaction at Quest Diagnostics to significantly improve service delivery. My background in managing high-stress situations calmly and efficiently, coupled with a knack for quality assurance, drove substantial improvements in both patient care and operational efficiency.
Overview
23
23
years of professional experience
Work History
Specimen Collector
All Medical Personnel
Salt Lake City, UT
12.2021 - Current
- Increased accuracy in specimen labeling and tracking through meticulous attention to detail and thorough documentation practices.
- Reduced patient wait times with effective scheduling and streamlined specimen processing techniques.
- Ensured proper storage conditions for specimens, resulting in preserved integrity for accurate testing results.
- Adhered to compliance standards for confidentiality, accuracy and safety.
- Labeled and prepared specimens for shipment to laboratory facilities.
- Enhanced patient comfort during collection by maintaining a clean, organized, and calming environment.
- Maximized patient satisfaction by providing clear explanations of collection procedures and addressing any concerns or questions.
Cargo Claims Agent
Fedex Services
Salt Lake City, UT
08.2022 - 03.2024
- Maintained detailed records of all claims activities, ensuring compliance with regulatory requirements and company policies.
- Reduced claims processing time by implementing efficient workflow strategies and prioritizing tasks.
- Conducted thorough investigations of claims, gathering relevant information from various sources to determine liability and coverage.
- Negotiated settlements with claimants, balancing the interests of both insurance company and insured party while maintaining professional relationships.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Customer Service Call Center Representative
R1
Salt Lake City, UT
09.2020 - 08.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Customer Service Manager
Smiths Food And Drug
West Jordan, UT
06.2017 - 07.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Patient Service Representative II
Quest Diagnotics
Lancaster, CA
10.2001 - 05.2014
- 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.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
Education
Medical Assistant Certificate - Medical Assisting And Phlebotomy
The Bryman School - Tempe
Reseda10.2001
High School Diploma -
Vasquez High School
Acton, CA06.1999
Skills
- Patient interaction
- Adaptable to change
- Answering questions
- Clinical Documentation
- Customer Satisfaction
- Call Management
- Escalation management
- Resolving issues
- Customer communications
- Verbal and written communication
- Data Entry
- Payment Processing
- Quality Assurance
- Documentation And Reporting
- Calm and Professional Under Pressure
- Understanding Customer Needs
Timeline
Cargo Claims Agent
Fedex Services
08.2022 - 03.2024
Specimen Collector
All Medical Personnel
12.2021 - Current
Customer Service Call Center Representative
R1
09.2020 - 08.2022
Customer Service Manager
Smiths Food And Drug
06.2017 - 07.2020
Patient Service Representative II
Quest Diagnotics
10.2001 - 05.2014
Medical Assistant Certificate - Medical Assisting And Phlebotomy
The Bryman School - Tempe
High School Diploma -
Vasquez High School