Rochelle Leong
'Ewa Beach
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
25
25
years of professional experience
Work History
Call Center Representative
Kaiser Permanente
02.2019 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to streamline processes and enhance customer satisfaction.
- Managed high-volume call queues while maintaining quality service standards.
- Met customer call guidelines for service levels, handle time and productivity.
Patient Service Representative
Surgicare of Hawai'i
08.2018 - 02.2019
- Facilitated communication between patients and healthcare providers to enhance service delivery.
- Assisted in insurance verification processes, ensuring accuracy and compliance with policies.
- Trained new staff on best practices for customer service and administrative protocols.
- Verified insurance eligibility and coverage for patients.
Patient Service Representative
Straub Medical Center
11.2014 - 06.2018
- Managed patient scheduling and appointment coordination for optimal clinic operations.
- Streamlined patient intake procedures, improving overall efficiency within the office environment.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Handled customer service inquiries in person, via telephone and through email.
Medical Assistant
Kapolei Medical Center
04.2008 - 11.2014
- Assisted in patient intake and documentation, ensuring accurate medical records management.
- Administered routine clinical procedures, including vital signs monitoring and specimen collection.
- Supported healthcare providers in examinations and procedures, enhancing patient care efficiency.
- Educated patients on treatment plans and preventive care strategies to improve health outcomes.
- Coordinated appointments and follow-ups, streamlining patient flow within the clinic.
- Managed inventory of medical supplies, ensuring availability for clinical operations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
Cashier
Safeway
09.2000 - 08.2006
- Processed transactions efficiently using POS systems to ensure accurate cash handling.
- Provided exceptional customer service, resolving inquiries and enhancing shopping experience.
- Maintained knowledge of store promotions and product locations to assist customers effectively.
- Greeted customers entering store and responded promptly to customer needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
Associate of Science - Clinical Medical Assistant
Remington College
Honolulu, HI03-2008
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
Timeline
Call Center Representative
Kaiser Permanente
02.2019 - Current
Patient Service Representative
Surgicare of Hawai'i
08.2018 - 02.2019
Patient Service Representative
Straub Medical Center
11.2014 - 06.2018
Medical Assistant
Kapolei Medical Center
04.2008 - 11.2014
Cashier
Safeway
09.2000 - 08.2006
Associate of Science - Clinical Medical Assistant
Remington College