Riv'ey Lott
Healthcare Administrations
Tampa,FL
Summary
Experienced with patient communication, ensuring clarity and empathy in all interactions. Utilizes problem-solving skills to address patient concerns efficiently. Knowledge of healthcare procedures and systems, ensuring seamless service and support. I am also experienced in 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 and providing customized solutions to build loyalty. I've worked in Pharmaceutical mail order delivery in my previous work years as well. As a Mail Order Specialist, I have solid background knowledge in managing order processing, inventory control, and customer service. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in data entry, shipping coordination, and problem-solving. Reliable, efficient, and ready to contribute to success of team.
Overview
9
9
years of professional experience
Work History
Primary Care Health Coach
Better Health Group
Tampa, FL (Remote)
01.2024 - Current
- Developed personalized health plans based on individual client assessments and goals.
- Conducted one-on-one coaching sessions to motivate and support clients in lifestyle changes.
- Facilitated group workshops focusing on nutrition, exercise, and wellness strategies.
- Collaborated with healthcare professionals to integrate holistic approaches into client care.
- Analyzed client feedback to enhance program effectiveness and improve overall satisfaction.
- Maintained records of clients' health progress and compared them to health goals.
- Maintained thorough documentation of client interactions to ensure continuity of care and track progress effectively.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Coordinated insurance verifications and ensured accurate patient information collection during the check-in process.
- Developed streamlined processes for handling patient inquiries, enhancing overall customer satisfaction.
- Trained and mentored new reception staff on office procedures and software systems, fostering team cohesion.
- Implemented electronic health record (EHR) updates, improving data accuracy and accessibility for medical providers.
- Oversaw daily front desk activities, ensuring compliance with privacy regulations and organizational policies.
- Checked patient insurance, demographic, and health history to keep information current.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Scheduled patient appointments using electronic health record systems to optimize clinic workflow.
- Coordinated with healthcare providers to ensure accurate appointment availability and patient needs.
- Managed appointment reminders via phone and email, improving patient attendance rates.
- Maintained up-to-date knowledge of insurance policies and referral requirements to assist patients effectively.
- Developed standardized procedures for handling complex scheduling scenarios, ensuring consistency across teams.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Developed strong relationships with referring physicians' offices, facilitating seamless coordination of shared patients' appointments.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Helping clients by developing health goals and action plans. Handled outbound and inbound calls, totaling an estimated number of 80-100 calls per day.
Pharmaceutical Service Member
WellDyneRx
Lakeland, FL (Remote)
08.2020 - 01.2024
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Utilized shipping software to track and update shipment status.
- Coordinated with suppliers to resolve discrepancies in orders.
- Strengthened customer relationships through timely communication about order status updates, delays, or changes in availability.
- Ensured customer satisfaction by addressing and resolving order-related issues in a timely manner.
- Achieved higher-order accuracy rates with meticulous attention to detail when entering customer information into the system.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents.
- Informed customers by mail or telephone of order information such as unit prices, shipping dates, and anticipated delays.
- Processed and handled customer complaints, answering questions, and providing alternative solutions.
- The estimated inbound calls taken per day were anywhere from 60 to 100 calls per day.
Customer Service Representative
JCPenney
Wesley Chapel, FL (Remote)
04.2018 - 08.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by providing tailored product recommendations and support.
- Trained new team members on company policies and customer service best practices.
- Streamlined return processes, improving efficiency and reducing wait times for customers.
- Led initiatives to enhance team performance, resulting in increased positive feedback from customers.
- Implemented feedback systems to gather customer insights, driving service enhancements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Estimated inbound calls taken per day ranged from 100 to 120.
- Monitored inventory levels and assisted in merchandise displays to optimize sales opportunities.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time, and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Sales Associate
JCPenney
Wesley Chapel, FL (On-Site)
02.2017 - 04.2018
- Delivered exceptional customer service, enhancing client satisfaction and loyalty.
- Managed inventory levels, ensuring accurate stock availability and organization.
- Collaborated with team members to achieve monthly sales targets and improve performance.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Developed strong relationships with customers, fostering repeat business through personalized service.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges, and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in complicated, high-stress situations.
- Prepared merchandise for the sales floor by pricing or tagging.
- Helped customers locate products and checked the store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Handled customers face-to-face as well as took customer service calls at the store's front.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Engaged with customers to effectively build rapport and lasting relationships.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved, and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional customer service, addressing inquiries and resolving issues to enhance customer satisfaction.
Education
Associate of Arts - Health Information Management
Pasco-Hernando State College
New Port Richey, FL06-2028
High School Diploma -
Wesley Chapel High School
Wesley Chapel, FL04-2019
Skills
- Empathic Skills
- Understanding
- Easy going
- Multitasking
- Microsoft Office Suites
- Intuitive listening
- Critical Thinking
- Time Management
- Process Improvement
- Data Entry
- HIPAA
- Medical Administration
Timeline
Primary Care Health Coach
Better Health Group
01.2024 - Current
Pharmaceutical Service Member
WellDyneRx
08.2020 - 01.2024
Customer Service Representative
JCPenney
04.2018 - 08.2020
Sales Associate
JCPenney
02.2017 - 04.2018
Associate of Arts - Health Information Management
Pasco-Hernando State College
High School Diploma -
Wesley Chapel High School