Rebecca Schmieder
Eustis,FL
Summary
Dynamic customer service professional with a strong background in healthcare support. Recognized for exceptional relationship-building skills and effective communication, contributing to improved patient outcomes and satisfaction across various service channels.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Arise
Miramar, FL
05.2019 - Current
- Resolved customer inquiries efficiently through multiple communication channels, enhancing satisfaction and retention.
- Managed escalated issues, providing timely resolutions and fostering positive client relationships.
- Collaborated with cross-functional teams to streamline processes and improve service delivery outcomes.
- Resolved patient inquiries regarding insurance coverage and billing processes.
- Coordinated appointment scheduling and managed patient flow for optimal service delivery.
- Monitored performance metrics to ensure compliance with service quality standards and regulations.
- Led initiatives to enhance patient satisfaction through feedback analysis and action planning.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- 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 customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Met customer call guidelines for service levels, handle time and productivity.
Medical Assistant
Hester Family Care
Eustis, FL
02.2017 - 09.2018
- Assisted in patient intake procedures, ensuring accurate documentation and compliance with protocols.
- Coordinated scheduling of patient appointments to optimize provider availability and enhance patient flow.
- Educated patients on treatment plans and medication usage, fostering adherence and understanding of health conditions.
- Conducted routine clinical procedures, including vital signs monitoring and specimen collection, to support comprehensive care delivery.
- Streamlined supply inventory processes, reducing waste and ensuring essential medical supplies were always available for use.
- Led quality improvement initiatives that enhanced patient satisfaction scores through targeted feedback and process enhancements.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
Education
Certified Phlebotomy Technician (CPT) - Certified Phlebotomy Technician (CPT)
NPS
Orlando, FL03-2023
Associate of Science - Medical Assistant
Southern Tech
Mount Dora FL02-2017
CNA - CNA
American Red Cross
Worcester, MA04-2008
High School Diploma -
West Oaks Academy
Ocoee, FL05-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Documentation
- Building rapport
- Clerical support
- Live chat support
- Multi-line phone talent
- Coordination
Timeline
Customer Service Representative
Arise
05.2019 - Current
Medical Assistant
Hester Family Care
02.2017 - 09.2018
Certified Phlebotomy Technician (CPT) - Certified Phlebotomy Technician (CPT)
NPS
Associate of Science - Medical Assistant
Southern Tech
CNA - CNA
American Red Cross
High School Diploma -
West Oaks Academy