Experienced Customer Service Representative with 7 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Hi, I’m
PRISCILLA TRAN
Fairfax,VA
Summary
Overview
12
years of professional experience
Work History
Kaiser Permanente
Telephone Service Representative
11.2019 - Current
Job overview
- Professionally processed 80-100 calls per day, delivered single call resolutions and maintained customer satisfaction through quality servicing
- Documented and detailed calls and complaints using call center's scripted
- Answered calls, took messages, and transferred calls to correct departments
- Built relationships with customers using strong persuasion and active listening skills
- Minimized escalations by identifying and addressing client needs.
- Overcame objections using friendly, persuasive strategies.
Kaiser Permanente - Cardiology
Clinical Assistant
06.2017 - Current
Job overview
- Obtained and documented patient medical history, vital signs and current complaints at intake
- Maintained up-to-date patient records with medical histories and test results
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions
- Completed EKGs and other tests based on patient presentation in office
- Assisted 30+ patients with basic care needs
- Answered up to 20 telephone calls to provide the information, answer questions, and direct calls to staff
- Oriented and trained new staff on proper procedures and policies
- Utilized effective communication and active listening skills when interacting with physicians, nursing staff, and patients
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
Pediatric Specialists Of Virginia - Neurology
Medical Assistant
03.2014 - 04.2017
Job overview
- Obtained and documented patient medical history, vital signs and current complaints at intake
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Managed 50+ telephone calls to provide office information, answer questions, and direct calls to staff.
- Called and faxed pharmacies to submit prescriptions and refills.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
Concierge Medicine, Geriatrics
Medical Assistant
04.2012 - 05.2014
Job overview
- Obtained and documented patient medical history, vital signs, allergies, and current complaints at intake
- Measured patient spirometer and performed pulmonary function test
- Completed EKGs and other tests based on patient presentation
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Called and faxed pharmacies to submit prescriptions and refills
- Prepared lab specimens for diagnostic evaluation
- Updated inventory, expiration, and vaccine logs to maintain current tracking documentation
- Sanitized, restocked, and organized exam rooms and medical equipment
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
Education
Colorado Technical UniversityColorado Springs, CO
Master of Science from Health Care Management
01.2023
University Overview
Honor Roll Winter Jan 2023
- Magna cum laude graduate
- Professional Development: Project Management Professional (PMP) Training
Colorado Technical UniversityColorado Springs, CO
Bachelor of Science from Health Care Management
05.2021
University Overview
Member of The National Society of Collegiate Scholars, GPA: 3.80
Awarded and Honor
- Magna cum laude graduate
Skills
- Complex Problem-Solving
- Call Center Customer Service
- Script Use
- Professional Communication
- Effective Customer Service
- Escalated Calls Management
- Outbound and Inbound Calls
- Active Listening
- Critical Thinking
- Microsoft Office
Accomplishments
Accomplishments
- Achieved access to care through effectively increasing healthcare virtual during the pandemic
- Achieved high quality improvement by completing documentation with accuracy and efficiency.
Yoga
Yoga
It began as a spiritual practice but has become popular as a way of promoting physical and mental well-being. Yoga practiced in United States typically emphasizes three elements as physical postures (asanas), breathing techniques (pranayama), and meditation (dyana).
Languages
English
Full Professional
Vietnamese
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Telephone Service Representative
Kaiser Permanente
11.2019 - Current
Clinical Assistant
Kaiser Permanente - Cardiology
06.2017 - Current
Medical Assistant
Pediatric Specialists Of Virginia - Neurology
03.2014 - 04.2017
Medical Assistant
Concierge Medicine, Geriatrics
04.2012 - 05.2014
Colorado Technical University
Master of Science from Health Care Management
Colorado Technical University
Bachelor of Science from Health Care Management
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