Rebecca Van Lanen
Melbourne
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Diagnostic Imaging Scheduler
University Center Imaging
Melbourne FL
01.2024 - Current
- Provided excellent customer service, addressing patient concerns and answering questions regarding imaging procedures.
- Adapted quickly to changes in technology or policies affecting scheduling procedures while maintaining accuracy and efficiency.
- Collaborated with medical professionals, ensuring a smooth transition of patients from consultation to imaging procedures.
- Trained new employees on scheduling software and department procedures, promoting consistency across the team.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Lead Intake Coordinator
MedFast Urgent Care
Melbourne, FL
11.2022 - 12.2023
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
Intake Specialist
MedFast Urgent Care
Melbourne, FL
09.2022 - 11.2022
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Explained eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment.
- Collected, verified, recorded and processed client demographics, insurance payments and referral information.
- Worked with clinical and operations teams to facilitate client placement and obtain appropriate services for clients.
- Communicated with referral sources, physicians and associated staff to check documentation for proper signatures.
- Oversaw day-to-day activities of residents in facility.
Store Manager RX
CVS Pharmacy
Green Bay, WI
01.2019 - 05.2022
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised guests at front counter, answering questions regarding products.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Coached sales associates on product knowledge by using wide variety of training tools.
Foster Care Provider
Brown County
Green Bay, WI
10.2011 - 01.2022
- Prepared and maintained individual beds and personal space for foster children.
- Taught older children about money, driving and other important life skills.
- Offered extensive care to troubled older children without likelihood of adoption.
- Reduced problem behaviors with positive reinforcement and supportive techniques.
- Assisted children through recovery from difficult home or school situations.
- Supported education of children under care through consistent attendance to school and attentiveness to homework assignments.
- Cared for medically fragile children in need of extensive support.
- Helped reunify birth families through coordinated visitation strategies.
- Improved children's health by preparing healthy meals and snacks.
- Transported kids to mandated therapy, extracurricular activities and medical appointments.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Reported child abuse in accordance with legal standards of mandatory reporters.
- Completed home welfare checks to align with state and program guidelines.
- Collaborated with community program leaders and advocates to make resources accessible to those in need.
- Interviewed individuals and families to assess needs and provide informational resources.
- Organized activities for birth parents and in-home support counselors.
- Planned, promoted and managed parent workshops on assisting children in attaining academic success.
Costumer Service Agent
Apex- Horizon Blue Cross Blue Shield
Green Bay, WI
08.2008 - 09.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
CNA/Office Administrator
Manitowoc Home Care Heath And Hospice
Manitowoc, WI
10.2002 - 05.2008
- Delivered clerical support by handling range of routine and special requirements.
- Supported Nurses with proactive correspondence management, document coordination and customer relations.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Interacted with customers by phone, email or in-person to provide information.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
- Trained new employees on administrative procedures, company policies and performance standards.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
Education
No Degree - CNA
Lakeshore Technical College
Cleveland, WINo Degree - Medical Insurance Coding
Northeast Wisconsin Technical College
Green Bay, WIHigh School Diploma -
Lincoln High School
Manitowoc, WI06.2000
Skills
- Supplier Monitoring
- Time Management
- IBM Domino
- Sales Strategies
- Recruiting and Hiring
- Management Team-Building
- Employee Training
- Payroll Management
- Cash Management
- Supply Ordering
- Shift Scheduling
- Leadership
Timeline
Diagnostic Imaging Scheduler
University Center Imaging
01.2024 - Current
Lead Intake Coordinator
MedFast Urgent Care
11.2022 - 12.2023
Intake Specialist
MedFast Urgent Care
09.2022 - 11.2022
Store Manager RX
CVS Pharmacy
01.2019 - 05.2022
Foster Care Provider
Brown County
10.2011 - 01.2022
Costumer Service Agent
Apex- Horizon Blue Cross Blue Shield
08.2008 - 09.2011
CNA/Office Administrator
Manitowoc Home Care Heath And Hospice
10.2002 - 05.2008
No Degree - CNA
Lakeshore Technical College
No Degree - Medical Insurance Coding
Northeast Wisconsin Technical College
High School Diploma -
Lincoln High School