Hi, I’m
Robyn Bennett
Mckeesport ,PA
Summary
I have management experience: 1 years
Overview
28
years of professional experience
Work History
UPMC
Healthcare Concierge
12.2023 - 09.2025
Job overview
- 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.
Carefirst Blue Cross Blue Shield
Healthcare Customer Service Representative
05.2009 - 05.2013
Job overview
- 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.
Chevy Chase Bank
Customer Service Supervisor
01.2004 - 05.2009
Job overview
- 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.
Comcast Cablevision
Customer Service Representative
01.1998 - 01.2004
Skills
- Adaptability
- Billing
- Customer Relationship Management
- Business Process Improvement
- Customer Service
- Databases
- Credit Reports
- Customer Satisfaction
- Customer Demand Planning
- Data Entry
- Data Management
- Perseverance
- Sales
- Financial Management
- Leadership
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
Duquesne High School
High School Diploma
Languages
English
About Me - Management Experience Years
1