Rachell Davis

As a Senior Account Manager at EarnUp Inc., I managed diverse customer accounts, developed and implemented strategic plans, and provided exceptional service in a dynamic call center environment. I acquired new accounts to boost sales and profitability and specialized in retaining clients who were considering cancellation by handling transfer cases with effective resolution strategies. I led initiatives that resulted in consistently high Customer Satisfaction Scores (CSAT) and improved Net Promoter Scores (NPS), reflecting my commitment to enhancing customer experiences and fostering loyalty. Additionally, I played a key role in enhancing Better Business Bureau (BBB) scores by addressing customer issues and positively impacting the company’s reputation. My responsibilities also included ensuring the accuracy of website content, preparing communication materials, and maintaining operational efficiency by managing multiple accounts, resolving issues promptly, and balancing competing priorities to deliver outstanding customer experiences.

As Manager of Operations at SR Property Solutions, I spearheaded the recruitment and onboarding of top talent to address immediate staffing needs and fuel future growth. I crafted and implemented a comprehensive company handbook, setting the standard for corporate policies and procedures, and led strategic scheduling and training programs to maximize team performance. My role encompassed resolving customer issues with efficiency, ensuring unparalleled satisfaction and retention. I meticulously managed financial operations, including budgeting, accounting, and payroll, driving fiscal discipline and accuracy. I built and led high-performing operational teams, consistently achieving production targets while enforcing policies to uphold quality, customer service, and logistical excellence. Additionally, I conducted detailed home inspections, providing in-depth reports with critical issue documentation and ensuring compliance with city, state, and federal regulations, as well as industry-specific codes.

As a Call Center Mentor & Patient Care Representative at Sutter Gould Medical Foundation for over 6 years, I gained extensive experience in both mentoring and managing patient care within a fast-paced call center environment. I was responsible for admissions processes, including verifying insurance coverage and pre-authorizing checks prior to scheduling appointments. I conducted panel interviews, trained new hires to enhance productivity and patient care, and provided ongoing feedback to boost motivation. Additionally, I managed communications with medical staff and implemented patient care procedures in compliance with HIPAA regulations. I utilized electronic health record systems like Epic for efficient patient information management and provided personalized support to address patient inquiries and concerns

As a Phlebotomist/Lab Technician at ViRx Inc., I conducted comprehensive screenings for prospective donors, including detailed interviews, medical history collection, and vital sign assessments. I specialized in providing compassionate care to geriatric and obstetric patients, ensuring procedures were performed with sensitivity and precision. My role involved pediatric phlebotomy, including newborn PKU testing and drawing blood from children, with a focus on minimizing discomfort. I expertly collected and processed a variety of body fluids, including blood, urine, and cerebrospinal fluid, adhering to strict protocols and regulatory standards. I administered glucose tolerance tests, Prothrombin (PT), and Partial Thromboplastin Time (PTT) testing, ensuring accurate and timely results. Utilizing centrifugation techniques, I separated cells from blood serum and applied appropriate methods for fluid analyses. I managed patient admissions for lab procedures, maintained specimen quality, and adhered to infection control procedures and OSHA guidelines. Additionally, I provided patient education on sample collection procedures and collaborated with healthcare teams to ensure optimal patient care and efficient laboratory operations.

In my combined roles at Washington Hospital Center, I effectively managed both administrative and patient-facing tasks. As an Admitting Representative, I conducted thorough interviews with patients or their representatives to obtain and record essential information such as name, address, age, religion, emergency contacts, attending physician, and payment responsibilities. I explained hospital regulations, including visiting hours, payment procedures, and schedules of charges to ensure patients were well-informed. I arranged for patient escorts to assigned rooms or wards, entered patient admitting information into the computer, and routed printed copies to designated departments.

I was responsible for obtaining signed statements from patients to protect the hospital’s interests, maintaining confidentiality, and securely storing patient valuables. I managed insurance verification and payment processing, accurately determining charges and collecting co-payments. Additionally, I assisted in coordinating departmental activities by setting work priorities, assigning tasks, and managing staffing schedules and replacements. I acted as a supervisor in the Admitting Manager’s absence, demonstrating leadership and maintaining high service standards.

In my role as an Urgent Care Medical Assistant, I checked patients in and out for appointments, efficiently handled office phone lines, and managed voicemail and call routing. I entered detailed insurance information, demographics, and health history into the patient database, verified insurance coverage, and conducted serum or viral swab sample collections. I also administered drug screens and alcohol tests, supporting overall patient care and office operations.

As a Loan Officer, I managed the complete loan application process, from evaluating applicants' financial information and documentation to providing expert guidance on lending options. I advised clients on the risks, benefits, and consequences of various loan products, ensuring they made informed financial decisions. My responsibilities included reviewing and assessing loan applications, notifying applicants of additional requirements, and explaining deficiencies in cases of rejection. I handled the scheduling and tracking of critical loan milestones, such as closing dates and loan lock expirations, and prepared and explained loan contracts, ensuring all necessary signatures and notarizations were obtained. I managed the loan pipeline through thorough credit and underwriting analysis, prepared accurate loan files, and maintained strict confidentiality and compliance with regulatory standards. Additionally, I stayed current with industry trends through ongoing education and professional networking, while consistently delivering high levels of customer service and maintaining client confidence.