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
2021.12 - 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
2022.08 - 2024.03
- 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
2020.09 - 2022.08
- 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
2017.06 - 2020.07
- 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
2001.10 - 2014.05
- 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
2022.08 - 2024.03
Specimen Collector
All Medical Personnel
2021.12 - Current
Customer Service Call Center Representative
R1
2020.09 - 2022.08
Customer Service Manager
Smiths Food And Drug
2017.06 - 2020.07
Patient Service Representative II
Quest Diagnotics
2001.10 - 2014.05
Medical Assistant Certificate - Medical Assisting And Phlebotomy
The Bryman School - Tempe
High School Diploma -
Vasquez High School
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