Robin Willis
Mt. Carmel,TN
Summary
Proven track record of enhancing operational efficiency and customer satisfaction at the United States Post Office through expert schedule management and exceptional customer service. Skilled in MS Office and adept at conflict resolution, consistently exceeded delivery targets and improved service quality. Demonstrated reliability and strategic planning capabilities, achieving significant improvements in workflow optimization and team collaboration. Adaptable to various situations in a calmly manner with ability to think on my feet. Consistenly seeking knowledge to further my core values and goals in life.
Overview
8
8
years of professional experience
Work History
Rural Carrier Associate
United States Post Office
Church Hill, TN
11.2022 - Current
- Demonstrated flexibility in adjusting schedules to accommodate unexpected staff shortages or increased workload demands.
- Reduced the occurrence of misdelivered mail by diligently verifying addresses before each dropoff.
- Sorted mail according to order of address appearance for easy access in field.
- Signed and received mail with signature requirements upon delivery and loading.
- Maintained accurate records of deliveries, undeliverable items, and forwarding addresses for seamless operations.
- Adapted quickly to changing weather conditions, maintaining professional performance levels in various climates while prioritizing safety precautions at all times.
- Improved customer satisfaction by consistently delivering mail accurately and on time.
- Promoted a positive work environment, assisting fellow carriers with challenging routes when needed.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Trained new Rural Carrier Associates on best practices for efficient mail processing, vehicle operation, and customer service procedures.
- Navigated rural areas efficiently using GPS technology and detailed route maps to minimize delays in delivery times.
- Developed strong relationships with customers, fostering trust and loyalty through reliable service.
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Resolved complaints calmly and professionally to maintain customer satisfaction.
- Remained physically fit to safely lift and transport packages weighing up to 70 pounds.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
Accountables Recovery Associate
Respicare
Kingsport, TN
01.2020 - 05.2022
- Supported internal departments by providing relevant information on client accounts and collection statuses.
- Conducted thorough research to locate hard-to-find clients and resolve outstanding debts efficiently.
- Increased efficiency of the recovery process, managing a high volume of accounts simultaneously.
- Achieved timely resolution of accounts, resulting in improved cash flow for the organization.
- Improved recovery rates by implementing efficient strategies and following up with clients.
- Assisted in reducing outstanding debts for the company by diligently working on account collections.
- Demonstrated excellent problem-solving abilities by identifying issues in the recovery process and proposing solutions.
- Collaborated with team members to develop best practices for successful debt recovery operations.
- Provided exceptional customer service while negotiating payment arrangements within company guidelines.
- Utilized various methods of contact, including phone calls, emails, and letters to reach clients effectively.
- Contributed to a positive work environment by maintaining a professional attitude during challenging situations.
- Prioritized workload strategically to maximize productivity and achieve set targets for account recoveries.
- Resolved disputes professionally by gathering necessary documentation and coordinating with appropriate parties when needed.
- Stayed current on industry developments through ongoing education initiatives such as seminars, webinars, or workshops.
- Enhanced client relationships with effective communication and negotiation skills during debt recovery processes.
- Handled sensitive financial information with discretion, adhering to confidentiality policies at all times.
- Maintained detailed records of all collection efforts, ensuring accurate reporting and accountability.
- Logged reports, expenses, receipts, and sales in company database.
Office Manager
New Horizons Plastic Surgery
Kingsport, TN
05.2016 - 09.2021
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Created, maintained and updated filing systems for paper and electronic documents.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced errors in claims submissions through meticulous attention to detail and thorough review processes.
- Improved claim processing efficiency by streamlining workflows and implementing best practices.
- Monitored outstanding accounts receivable balances for trends that could indicate payer issues or potential collection problems.
- Utilized advanced knowledge of ICD-10 codes to accurately process complex medical claims.
- Achieved timely reimbursements for clients through keen understanding of insurance company protocols.
- Expedited claim resolution times with proactive communication between patients, providers, and insurance companies.
- Maintained accurate patient records by diligently updating databases and following strict documentation guidelines.
- Contributed to the overall financial stability of the healthcare facility by consistently meeting or exceeding billing and collection targets.
- Managed high volume of claims, consistently meeting deadlines without compromising accuracy or quality.
- Developed strong relationships with healthcare providers to facilitate efficient information exchange regarding patient eligibility and benefits coverage.
- Submitted electronic/paper claims documentation for timely filing.
- Skillfully navigated Medicare/Medicaid regulations in order to secure maximum reimbursement rates for qualifying services provided.
- Negotiated payment plans for patients facing financial hardships, minimizing revenue loss while maintaining empathetic customer service.
- Effectively resolved claim disputes by conducting thorough investigations and presenting findings to stakeholders clearly and concisely.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Researched and resolved complex medical claims issues to support timely processing.
- Verified patient insurance coverage and benefits for medical claims.
- Managed large volume of medical claims on daily basis.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Generated reports on medical claims processing activities and results.
- Reviewed provider coding information to report services and verify correctness.
- Responded to correspondence from insurance companies.
- Followed up on denied claims to verify timely patient payment and resolution.
- Identified and resolved discrepancies between patient information and claims data.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Generated, posted and attached information to claim files.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Posted payments to accounts and maintained records.
- Maintained confidentiality of patient finances, records, and health statuses.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Handled sensitive situations involving distressed patients calmly while demonstrating empathy and professionalism.
- Verified insurance coverage for patients, minimizing billing errors and reducing financial stress on the practice.
- Enhanced patient satisfaction by efficiently managing front desk operations and addressing concerns promptly.
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Managed high call volume by prioritizing tasks and multitasking effectively, ensuring timely responses to inquiries.
- Reduced appointment no-shows through diligent follow-up calls and reminders, maximizing clinic efficiency.
- Provided compassionate support to patients during check-in/check-out processes, creating a welcoming atmosphere.
- Contributed to a positive clinic environment by greeting patients warmly and providing exceptional customer service.
- Actively stayed up-to-date on industry guidelines and best practices, applying new knowledge to enhance front desk operations.
- Assisted in training new front desk staff, sharing expertise and best practices for optimal performance.
- Completed daily cash reconciliations accurately while adhering to strict financial controls.
- Collaborated with medical staff to coordinate patient care, facilitating efficient communication between departments.
- Coordinated referrals to specialists, streamlining the process for both patients and providers.
- Checked patient insurance, demographic, and health history to keep information current.
- Printed prescription requests and queries in compliance with practice protocol.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Received and routed laboratory results to correct clinical staff members.
- Conducted patient intake interviews, recording and documenting relevant information.
City Carrier Assistant
United States Post Office
Johnson City, TN
04.2019 - 12.2019
- Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
- Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
- Provided exceptional customer service by assisting customers with questions about postage rates, mailing regulations, and package guidelines.
- Minimized delays in service during challenging situations like inclement weather, by maintaining open communication with supervisors and team members.
- Handled sensitive materials such as registered or certified mail with care, ensuring proper documentation and prompt delivery.
- Planned and cased mail in sequence of delivery for designated route.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Safely operated postal vehicles for transportation of mail between facilities, adhering to traffic laws and regulations.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Collaborated with fellow carriers to cover different routes when needed, demonstrating teamwork and flexibility.
- Navigated diverse weather conditions while carrying out deliveries on foot or via vehicle, maintaining professionalism at all times.
- Engaged customers with pleasant demeanor and offered to help with mail-related issues.
- Collected mail from letter boxes on specific route both on foot and by vehicle.
- Enhanced mail delivery efficiency by sorting and organizing mail according to established routes.
- Performed routine maintenance checks on postal vehicles, reporting any issues or malfunctions for timely repair.
- Managed high-volume mail deliveries during peak seasons, ensuring timely and accurate distribution to customers.
- Kept up-to-date on postal policies and procedures, consistently applying knowledge in daily operations.
- Improved customer satisfaction by promptly responding to inquiries and addressing concerns related to postal services.
- Operated vehicles and equipment to transport packages and mail pieces.
- Facilitated a positive work environment by fostering effective communication and teamwork among colleagues and supervisors.
- Assisted in training new City Carrier Assistants, sharing best practices for efficient mail delivery operations.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Distributed mail on foot to residences and businesses, delivering to approximately 1008 customers per shift.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Monitored weather conditions regularly to adjust delivery routes accordingly.
- Altered routes to accommodate changing conditions or road closures in delivery areas.
Education
Associate Degree - Accounting And Business Management
Northeast State Community College
Blountville, TN12.2021
Skills
- Reliability and punctuality
- Efficient Delivery
- Technology proficiency
- Schedule Management
- Customer Service
- Office Management
- Organizational Skills
- Excellent multi-tasking ability
- Data Entry
- Customer Relations
- Clear oral/written communication
- Scheduling and calendar management
- Employee Supervision
- Conflict Management
- Workflow Optimization
- Staff Training
- Documentation expertise
- Strategic Planning
- Computer Skills
- MS Office
- Decision-Making
- Problem Resolution
- Teamwork and Collaboration
- Good Judgment
- Professional and Courteous
- Task Delegation
- Goal Setting
Timeline
Rural Carrier Associate
United States Post Office
11.2022 - Current
Accountables Recovery Associate
Respicare
01.2020 - 05.2022
City Carrier Assistant
United States Post Office
04.2019 - 12.2019
Office Manager
New Horizons Plastic Surgery
05.2016 - 09.2021
Associate Degree - Accounting And Business Management
Northeast State Community College