Rebecca Smith
Conroe
Summary
Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image.
Overview
24
24
years of professional experience
Work History
Patient Access Representative/PBX Switchboard Operator
Memorial Hermann Northeast Hospital
Humble, TX
08.2020 - 07.2024
- Operated switchboard and routed incoming calls to appropriate departments.
- Supported customers by managing 100+ calls per day efficiently while maintaining professionalism and upbeat tone.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Connected callers with appropriate professional, department, or business.
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Ensured seamless operation of front office, efficiently handling multiple administrative tasks simultaneously.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
Switchboard Operator
Reliant Medical Group
Worcester, MA
06.2000 - 06.2010
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Connected callers with appropriate professional, department, or business.
- Operated switchboard and routed incoming calls to appropriate departments.
- Supported customers by managing 100+ calls per day efficiently while maintaining professionalism and upbeat tone.
- Trained and mentored new PBX operations employees.
- Documented messages and forwarded to correct individual.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
Education
High School Diploma -
North High School
Worcester05.1992
Skills
- Telephone reception
- Professional communication
- Search directories
- Switchboard management
- Greeting customers
- Front desk operations
- Organization and Time Management
- Flexible and Adaptable
- Customer service
- HIPAA compliance
- Patient registration
- Friendly and outgoing
Timeline
Patient Access Representative/PBX Switchboard Operator
Memorial Hermann Northeast Hospital
08.2020 - 07.2024
Switchboard Operator
Reliant Medical Group
06.2000 - 06.2010
High School Diploma -
North High School