Rhyah Holmes

• Documented customer correspondence in CRM to track requests, problems and solutions.

• Assisted customers with making payments or establishing payment plans to bring accounts current.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Relayed customer feedback to cross-functional teams to improve products and services

• Trained new hires on products and services, best practices and protocols to reduce process gaps.

• Evaluated patient eligibility for services, ensuring compliance with healthcare regulations.
• Coordinated with clinical teams to facilitate timely access to necessary medical equipment.

• Cross trained in multiple departments to know all company needs and train new employees.

• Analyzed and updated all necessary changes to Salesforce software

• Processed customer service requests via phone support and email support

• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

• Noted customer correspondence in CRM to track requests, problems and solutions.

• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

• Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

• Audited internal data and processes to identify and manage initiatives, improving business performance.

• Enhanced customer satisfaction through effective communication and problem-solving techniques.

• Recommended metrics and models based on observed trends.

• Streamlined patient intake processes to improve efficiency and reduce wait times.

• Worked with internal teams to understand business needs and changing strategies.

• Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current.

• Maintained customer database by entering any new and updated customer and account information

• Satisfied customer queries over phone and email to maintain positive patient-provider relationships.

• Managed customer inquiries and resolved issues to enhance satisfaction levels.
• Processed account updates efficiently, ensuring accurate and timely information for clients.