Robyn Bennett
Duquesne,PA
Summary
Dedicated healthcare service professional with a proven track record in enhancing patient communication and resolving complex issues. Expertise in managing patient inquiries, coordinating with medical teams, and ensuring efficient service delivery. Recognized for strong teamwork and adaptability, consistently achieving outstanding results in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills that foster positive patient and member experiences.
Overview
28
28
years of professional experience
Work History
Healthcare Concierge
UPMC
12.2023 - 09.2025
- Provided exceptional support to patients, addressing inquiries and resolving issues efficiently.
- Coordinated appointment scheduling, ensuring optimal use of resources and minimizing wait times.
- Educated patients on healthcare services, enhancing understanding of treatment options and procedures.
- Documented patient interactions accurately in electronic health record systems for continuity of care.
- Trained new team members on customer service protocols and system navigation for effective onboarding.
- Collaborated with medical staff to streamline communication, improving patient satisfaction ratings.
- Analyzed feedback to identify trends in patient concerns, driving process improvements in service delivery.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed high-volume inbound and outbound calls, ensuring customer satisfaction and effective issue resolution.
Healthcare Customer Service Representative
Carefirst Blue Cross Blue Shield
05.2009 - 05.2013
- Analyzed customer feedback to identify trends and implement process improvements.
- Trained and mentored team members to enhance customer engagement and service delivery.
- Coordinated staff schedules, optimizing resource allocation for peak service hours.
- Implemented quality assurance measures, improving overall customer satisfaction scores.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Customer Service Supervisor
Chevy Chase Bank
01.2004 - 05.2009
- Established priorities and expedited workflow. Interviewed and evaluated personnel. Supervised and coordinated activities of workers engaged in customer service activities. Planned, prepared, and devised work schedules, according to budgets and workloads. Observed and evaluated workers' performance. Issued instructions and assigned duties to workers. Trained and instructed employees. Hired and discharged workers. Interpreted and communicated work procedures and company policies to staff. Helped workers in resolving problems and completing work. Resolved complaints and answered questions of customers regarding services and procedures. Reviewed and checked work of subordinates such as reports, recorded, and applications for accuracy and content, and corrected errors. Prepared, maintained, and submitted reports and records, such as budgets and operational and personnel reports. Made recommendations to management concerning staff and improvement of procedures. Requisitioned and purchased supplies.
Customer Service Representative
Comcast Cablevision
01.1998 - 01.2004
- Obtained credit records from credit reporting agencies. Conducted inbound/outbound telephone conversations with prospective and current clients of Comcast Cable. Ensured all client accounts were noted accurately, concisely and promptly. Performed all aspects of customer service and satisfaction, including answering busy multi-line phone system, coordinating special promotions, and providing detailed information for various products. Met and exceed daily, weekly, and monthly goals. Handled inbound sales duties, such as taking, processing, and filling orders. Also coordinated troubleshooting and provided support to supervisors. Resolved billing questions and disputes, made customer call-backs / follow-ups, and performed data entry.
Education
High School Diploma -
Duquesne High School
Duquesne, PA05-1993
Skills
- Payroll analysis
- Evaluating client information
- Team leadership
- Exceeding sales objectives
- Boosting financial performance
- Workforce planning
- Recruiting and Hiring Personnel
- Revenue/Financial Reporting
- Revenue Growth/Expense Management
- Service excellence
- Highly adaptable
- Dedicated work ethic
- Effective problem solving
- Excellent multitasking
Timeline
Healthcare Concierge
UPMC
12.2023 - 09.2025
Healthcare Customer Service Representative
Carefirst Blue Cross Blue Shield
05.2009 - 05.2013
Customer Service Supervisor
Chevy Chase Bank
01.2004 - 05.2009
Customer Service Representative
Comcast Cablevision
01.1998 - 01.2004
High School Diploma -
Duquesne High School
Similar Profiles
Kaitlin BompianiKaitlin Bompiani
Physician Assistant at UPMCPhysician Assistant at UPMC
Mya GrantMya Grant
Patient Care Technician at UPMCPatient Care Technician at UPMC
Audrey SimmonsAudrey Simmons
Sterile Processing Technician at UPMCSterile Processing Technician at UPMC
Phillip RogersPhillip Rogers
Sales/Part Delivery at AutoZoneSales/Part Delivery at AutoZone
Rozier MillerRozier Miller
Part-time Sales Associate at RallyhousePart-time Sales Associate at Rallyhouse