Regina Crouch-Harris
Broomfield,CO
Summary
Dedicated, positive administrative professional well-versed in communication and team building with over 20 years of experience. Knowledgeable in medical terminology and scheduling, passionate about delivering excellent customer service and first call resolutions.
Overview
15
15
years of professional experience
Work History
Patent Service Representative
Touchstone Medical Imaging
11.2021 - Current
- Answering inbound and making outbound calls to schedule patients for medical imaging.
- Providing liaison services between patients, doctors and hospitals to clarify prescriptions for imaging, medical conditions and best practices.
- Precise data and prescription entry into company database, requiring knowledge of medical billing codes, patient diagnosis codes, and which medical scans are appropriate based upon each doctor's diagnosis.
- Updating and maintaining of patient profiles and insurance information.
- Working with insurance authorization department to ensure each patient's insurance carrier has pre-authorized medical procedures.
- In person check in of patients in office, including collection of payments and appointment registration.
Call Center Team Leader
24/7 Intouch
04.2009 - 09.2017
- On the floor supervision, support, coaching and development of 10 to 20 team members in a financial call center setting
- Attendance, productivity and quality tracking for all team members
- Management of email correspondence to contracted clients and call center team
- Taking inbound calls during high volume periods
- Taking and de-escalating supervisor calls
- Creating and maintaining of training materials, client presentations and meeting agendas.
Audio Event Team Captain
BT Conferencing (British Telecom)
04.2009 - 07.2014
- On the floor supervision and support of 25 + audio event team members.
- Escalating and resolving technical issues and customer complaint trouble tickets.
- Coordinating and facilitating audio teleconferences and webcasts for press releases, training sessions and earnings statements for many Fortune 500 companies.
- Assisting executives with the pre-recording of statements to be released to the media and investors.
- Troubleshooting, recording and facilitating web conferences for clients using either Microsoft Live Meeting or WebEx.
- Editing audio files to produce post conference products for clients.
Education
Associate of Science (Psychology) -
Front Range Community College
Skills
- Proficient in Microsoft Office Suite
- Windows
- Live Meeting and WebEx
- Troubleshooting
- Data Analysis
- Quality Assurance
- Service and Support
- Excellent Written and Verbal Communication Skills
- Mentoring
- Medical History Documentation
- Records Management
Timeline
Patent Service Representative
Touchstone Medical Imaging
11.2021 - Current
Call Center Team Leader
24/7 Intouch
04.2009 - 09.2017
Audio Event Team Captain
BT Conferencing (British Telecom)
04.2009 - 07.2014
Associate of Science (Psychology) -
Front Range Community College
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