Rae Benoy
Waupun,WI
Summary
Highly adaptable, flexible, and detail-oriented. Excelling in customer relations and HIPAA compliance. Proven ability to resolve scheduling conflicts and enhance patient satisfaction through effective communication and problem-solving.
Overview
12
12
years of professional experience
Work History
Patient Scheduling Specialist
UW Health
09.2024 - Current
- Coordinated scheduling for patient appointments, ensuring optimal use of resources and staff.
- Assisted in the implementation of new scheduling software, enhancing efficiency across the department.
- Responded promptly to scheduling inquiries from patients and staff, improving overall customer satisfaction.
- Collaborated with healthcare teams to prioritize urgent cases and optimize patient flow.
- Analyzed scheduling conflicts and proposed solutions to minimize disruptions in patient care.
- Acted as first point of contact and set appointments for patients.
- Called patients to coordinate schedules and set appointments.
- Documented calls and appointments using electronic health information software (EPIC).
- Resolved scheduling conflicts promptly, minimizing disruptions to daily operations.
- Answered phone calls and answered questions from established and potential patients.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Resolved patient problems and concerns.
- Confirmed appointments, communicated with patients, and updated patient records.
- Organized, maintained and updated information in computer databases.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with patients.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Met patient call guidelines for service levels, handle time and productivity.
- Exceeded performance metrics consistently, contributing to the overall success of the call center team.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Participated in regular team meetings to discuss challenges, share ideas, and strategize on how to improve overall call center performance.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
- Responded to team support questions quickly to maintain call center efficiency.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met patient call guidelines for service levels, handle time and productivity.
Receptionist (Float)
Edgerton Hospital
08.2023 - 03.2024
- Greeted and assisted patients, ensuring a welcoming environment and efficient check-in process.
- Managed multi-line phone system, directing calls to appropriate departments and handling inquiries professionally.
- Scheduled appointments using electronic health record system, optimizing patient flow and minimizing wait times.
- Maintained accurate patient records, ensuring compliance with privacy regulations and improving data integrity.
- Assisted in training new reception staff on procedures and software use, fostering a collaborative team environment.
- Greeted incoming visitors and patients professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with patients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved patient problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors and patients.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding patients and company.
- Enhanced patient satisfaction by promptly addressing inquiries and providing accurate information.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
- Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Receptionist (Float)
Mercyhealth
01.2021 - 08.2023
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Collaborated with healthcare team members, contributing to high-quality patient care.
- Coordinated with other healthcare team members to support patient needs.
- Enhanced patient satisfaction by efficiently scheduling appointments with appropriate healthcare professionals.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to patients needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Customer Service Associate (Call Center)
Zoro Tools
05.2020 - 05.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Managed timely and effective replacement of damaged or missing products.
Shift Lead
Subway Restaurants
04.2014 - 10.2020
- Trained and mentored team members on food safety and service standards.
- Developed staff schedules to maintain optimal coverage during peak hours.
- Enhanced customer experience by resolving complaints and ensuring quality service delivery.
- Monitored performance metrics to identify areas for operational improvement.
- Ensured compliance with health regulations through regular inspections and staff training sessions.
- Completed store opening and closing procedures and balanced tills.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Responded to and resolved customer questions and concerns.
- Enforced company policies and regulations with employees.
- Collaborated with management to develop strategies for improving overall store operations.
- Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
- Completed cash and credit card transactions accurately using POS software.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Monitored food inventory and supplies to prevent waste.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Served consistent portions following recipes and control standards.
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Set up and broke down food service lines quickly to maintain service flow.
- Cut, sliced and ground meat, poultry and seafood to prepare for cooking.
- Utilized POS system to receive and process food and beverage orders.
- Demonstrated knowledge of menu items and corresponding ingredients.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Monitored food quality and freshness throughout day.
- Cleaned and organized kitchen, dining and service areas.
Inspector/Packer
Prent
07.2017 - 06.2020
- Conducted thorough inspections of products to ensure compliance with quality standards.
- Identified defects and communicated findings to production teams for immediate resolution.
- Utilized inspection tools and equipment to assess product integrity and functionality.
- Trained new inspectors on best practices for quality control and safety procedures.
- Collaborated with cross-functional teams to address quality issues and implement corrective actions.
- Ensured compliance with industry regulations through meticulous attention to detail during inspections.
- Upheld codes and regulations governing materials, processes, and procedures.
- Inspected and examined materials and finished parts and products for defects and wear to verify conformance with blueprints, diagrams, and template specifications.
- Weighed products prior to shipment to confirm accuracy.
- Repaired faults, reassembled products, and completed additional tests.
- Assisted in developing inspection and testing protocols.
- Investigated customer complaints to take necessary corrective actions.
- Followed safety protocols while handling hazardous materials.
- Checked color, shape, texture and grade of products and materials against established templates, charts, and samples.
- Provided feedback to production team regarding product quality.
- Recorded inspection and test results on data sheets.
- Examined products for imperfections and defects.
- Advocated for continuous improvement, leading by example through meticulous and proactive inspection work.
- Delivered timely results through effective prioritization of tasks and rigorous time management practices, ensuring all project deadlines were met without compromising quality standards.
- Picked, packed and scanned orders.
- Utilized daily production sheets and work tickets to record number of units handled and moved.
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Operated pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Used hand-held scanners and physical logs to accurately track item movements.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Attached identifying tags to containers to mark with identifying shipping information.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Helped train new employees in safe practices and warehouse procedures.
- Moved furniture and boxes using utility dolly and truck ramp.
Education
No Degree - Social Work
Blackhawk Technical College
Beloit, WIHigh School Diploma -
Parker High School
Janesville06-2016
Skills
- Customer relations skills
- Customer relations
- Documentation skills
- Documentation
- Professional telephone demeanor
- Workflow optimization
- Recordkeeping experience
- Schedule coordination expertise
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Effective multitasking
- Critical thinking
- Computer skills
- Patient scheduling
- Patient registration
- Data entry
- Insurance verification
- Medical terminology
- Inventory tracking
- Document management
- Order processing
- Invoice submission
- Time management
- Active listening
- Adaptability and flexibility
- Relationship building
- HIPAA compliance
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Follow-up skills
- Strong interpersonal skills
- EMR
Timeline
Patient Scheduling Specialist
UW Health
09.2024 - Current
Receptionist (Float)
Edgerton Hospital
08.2023 - 03.2024
Receptionist (Float)
Mercyhealth
01.2021 - 08.2023
Customer Service Associate (Call Center)
Zoro Tools
05.2020 - 05.2021
Inspector/Packer
Prent
07.2017 - 06.2020
Shift Lead
Subway Restaurants
04.2014 - 10.2020
No Degree - Social Work
Blackhawk Technical College
High School Diploma -
Parker High School