Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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
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
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
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
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, WI

No Degree - Medical Insurance Coding

Northeast Wisconsin Technical College
Green Bay, WI

High School Diploma -

Lincoln High School
Manitowoc, WI
06.2000

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

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Rebecca Van Lanen