Rainee Hicks
Gorham,Maine
Summary
Detail-Oriented Professional experienced in project management and service operations. Achieved optimal performance and customer satisfaction through effective scheduling, personnel dispatching, and inventory management. Focused on process optimization and team support to drive results in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Service Coordinator
Miner, LTD
04.2025 - Current
- Coordinated schedules and resources for service delivery to optimize operational efficiency.
- Managed customer relationships, addressing concerns promptly to maintain high retention rates.
- Analyzed service metrics to identify trends and recommend actionable insights for continuous improvement.
- Served as a primary point of contact for customers, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Maintained accurate records of all service activities, facilitating smooth communication between customers and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with customers through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Coordinated and monitored service activities to confirm work met all requirements.
- Coordinated with vendors and suppliers to maintain optimal inventory levels of tools, equipment, and parts required for services rendered.
- Liaised with finance department to ensure accurate billing and resolve any discrepancies, enhancing customer trust and satisfaction.
Patient Service Representative
Eyecare Medical Group
10.2023 - 02.2025
- Completed necessary paperwork before patient visits to facilitate smooth processing.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Referred patients to appropriate professionals and services.
- Explained policies, procedures and services to patients.
- Assisted with scheduling follow-up appointments according to provider availability.
- Obtained informed consent and payment documentation from patients, ensuring compliance with regulations.
- Obtained informed consent and payment documentation from patients and filed in system.
- Inputted patient demographic data into electronic health record system.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Explained policies, procedures, and services to patients, enhancing their understanding and comfort.
- Ensured all necessary paperwork was completed prior to patient visits.
- Prepared letters for mailing to communicate important information to patients. and documents for mailing as requested by supervisor or physician staff.
Central Scheduling Manager
Maine Optometry
02.2021 - 09.2023
- Experience scheduling, rescheduling, and canceling various appointments, with a sound ability to analyze and resolve all appointment issues in a timely manner.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Evaluated and updated demographics, health, and vision insurance, and ensured eligibility of services prior to appointments.
- Created Standard Operating Procedures (SOP), job aides, phone scripts, and formal letter templates to ensure consistency and accuracy.
- Identified opportunities to streamline processes, and improve office operations and efficiency.
- Hired and trained staff to enhance team performance., established and monitored goals, conducted performance reviews, and salary increases.
- Built and managed processes for tracking and monitoring department performance.
Coordinator of Receivable and Collections
Kyocera Document Solutions
01.2020 - 02.2021
- Received, processed, and applied checks, credit cards, and ACH payments to customer accounts.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Researched accounts, and completed due diligence to resolve collection problems, and contacted customers to formulate payment plans.
- Analyzed accounts to discover discrepancies, and resolve all variances promptly.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Compile daily reconciliation reports for management.
- Delivered accurate and on-time monthly financial reports to the corporate office.
Financial Solutions Team Lead
National Government Services, NGS
11.2015 - 02.2019
- Promoted conflict resolution by listening, and offering reasonable solutions.
- Supported internal and external customers to ensure service-level requirements were exceeded.
- Composed reports and training for management to help increase production and build efficiency.
- Oversaw the Small Business Health Options Program (SHOP) issuer enrollment, billing, and account maintenance.
- Managed inbound and outbound calls with customers to ensure that changes to employee or dependent information were correct to facilitate communication with insurance companies regarding enrollment changes, ensuring proper adjustments to employee or dependent health and dental plans.
- Transmitted group and member-level files to the issuer for group coverage.
- Provided information and education to Customer Service Representatives to aid in their calls with external customers.
- Assisted employers with finding plans and prices that fit their business and employee needs.
- Accepted or declined health and dental coverage on behalf of the employee for themselves, and dependents.
- Provided information and education to employers and agents/brokers regarding the SHOP enrollment process.
Security Officer
Securitas
03.2015 - 10.2015
- Monitored activities and incidents to ensure safety of client property and personnel, promptly reporting any concerns.
- Observed and reported activities and incidents for the security and safety of client property and personnel.
- Verified identification of individuals entering and exiting facility to prevent unauthorized access.
- Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety a top priority.
- Administered first aid for minor medical situations and contacted paramedics for medical emergencies.
- Recorded security incidents and provided detailed reports to superiors for further action.
- Monitored surroundings consistently during shifts to ensure safety.
Housing Support Caseworker
Preble Street
01.2012 - 07.2014
- Collaborated with community partners to provide crisis intervention and emergency services for clients.
- Supported team-based program model to enhance service delivery for low-barrier clients.
- Assisted clients in finding housing and employment.
- Partnered with community organizations to deliver effective crisis intervention and emergency services for clients in need.
- Practiced cognitive behavioral therapy, motivational enhancement and structural family therapy in individual and group settings.
- Employed creative problem-solving to address high-stress situations.
- Maintained a secure environment for low-barrier clients.
- Guided clients in developing and achieving realistic goals, fostering sustainable positive change.
- Professionally documented incidents, intakes, case notes, and monthly reports.
Education
Certificate in Suicide Prevention - Social Work
National Alliance On Mental Illness
52 Water Street, Hallowell, Maine01-2014
Certificate in Motivational Interviewing - Social Work
Health Education Training Institute
25 Middle Street, Portland, Maine08-2013
Certificate in Alcohol and Drug Counseling - Alcohol Abuse Counseling
Intercoast Career Institute
Gannett Drive, South Portland, Maine06-2012
Skills
- Time management skills
- Reminder calls
- Workflow optimization
- Priority scheduling
- Office administration
- Directing callers
- Verbal and written communication
- Process Improvement
- Aging Reports Analysis
Timeline
Service Coordinator
Miner, LTD
04.2025 - Current
Patient Service Representative
Eyecare Medical Group
10.2023 - 02.2025
Central Scheduling Manager
Maine Optometry
02.2021 - 09.2023
Coordinator of Receivable and Collections
Kyocera Document Solutions
01.2020 - 02.2021
Financial Solutions Team Lead
National Government Services, NGS
11.2015 - 02.2019
Security Officer
Securitas
03.2015 - 10.2015
Housing Support Caseworker
Preble Street
01.2012 - 07.2014
Certificate in Alcohol and Drug Counseling - Alcohol Abuse Counseling
Intercoast Career Institute
Certificate in Motivational Interviewing - Social Work
Health Education Training Institute
Certificate in Suicide Prevention - Social Work
National Alliance On Mental Illness