Quamela Powell
West Palm Beach
Summary
Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Representative
Obgyn Specialist Of The Palm Beaches
West Palm Beach
08.2021 - Current
- Maintained records of customer interactions, transactions, comments and complaints.
- Updated customer accounts, addresses and contact information within call management databases.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Navigated through computer systems to review information and respond appropriately to callers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Maintained strong call control and quickly worked through scripts to address problems.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Home Health Aide/Dialysis Patient Care Technician
Morse life
West Palm Beach
03.2017 - 01.2024
- Maintained confidentiality of patient information at all times as per HIPAA regulations.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Directed patients in simple prescribed exercises and assisted with daily physical therapy routines.
- Monitored vital signs such as temperature, pulse rate, blood pressure .
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Educated patients and families on health care needs, conditions, and options.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Planned, prepared or served meals to patients according to prescribed diets.
- Answered patient calls promptly, providing assistance or referring them to appropriate personnel when needed.
- Assisted in ambulation and exercise routines for clients.
- Helped patients move in and out of beds, wheelchairs or automobiles and with dressing and grooming.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Provided patients and families with emotional support and instruction.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Took initiative to ensure all tasks were completed efficiently within the designated time frame.
Patient Service Representative
Dermatology Associates LLC
West Palm Beach
06.2019 - 08.2021
- Reported liabilities and risk management concerns to supervisor for review.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Answered patient questions and fielded complaints to resolve issues.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Stayed current on community-based resources and services useful to patients.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Utilized hospital systems to update patient records, ensuring accuracy and completeness.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Education
High School Diploma -
Palm Beach Gardens HighSchool
05-2019
Skills
- Customer service
- Call management
- Database management
- Billing processes
- Patient scheduling
- Record keeping
- Team collaboration
- Teamwork skills
- Performance improvement
- Customer education
- Work prioritization
- Call documentation
Certification
- Hha license
Timeline
Call Center Representative
Obgyn Specialist Of The Palm Beaches
08.2021 - Current
Patient Service Representative
Dermatology Associates LLC
06.2019 - 08.2021
Home Health Aide/Dialysis Patient Care Technician
Morse life
03.2017 - 01.2024
High School Diploma -
Palm Beach Gardens HighSchool