Roslyn Clarke-Sterling
New Orleans,LA
Summary
Accomplished Customer Service Representative at Lab Corp, adept in conflict resolution and critical thinking, significantly enhanced customer loyalty through empathetic service and efficient problem-solving. Skilled in medical terminology and Microsoft Outlook, I excel in streamlining processes and safeguarding patient information, contributing to organizational success. Knowledgeable and dedicated customer service professional with extensive experience in the Health Care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Lab Corp
07.2010 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for services.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- 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.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified and resolved discrepancies and errors in customer accounts.
Patient Service Technician Specialist
Clinical Pathology Laboratories, Inc.
02.2006 - 06.2010
- Assisted in the training of new Patient Service Technicians to maintain high standards of patient care.
- Coordinated effectively with physicians regarding test results interpretations leading to more accurate diagnoses.
- Expedited patient triage process by gathering relevant information, prioritizing care needs and communicating with appropriate medical professionals for timely intervention.
- Created a safe environment for patients by maintaining clean workspaces per infection control guidelines while adhering to safety protocols at all times.
- Maintained strict adherence to HIPAA regulations by ensuring all communications were secure and confidential.
- Reduced patient wait times by efficiently managing schedules and appointment bookings.
- Verified patient's insurance eligibility and benefits coverage.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Supported diverse populations including geriatric patients by adapting service delivery methods accordingly ensuring high-quality care tailored to individual needs.
- Enhanced patient care quality by closely monitoring vital signs.
Education
Associate of Applied Science - Human Resources Management/Business Management
Fortis College
Centerville, OH02.2012
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Conflict Resolution
Microsoft Outlook
Scheduling
Follow-up skills
Order Processing
Prioritization
Recordkeeping strengths
Proofreading
Medical terminology knowledge'
Accomplishments
Extensive training in Health and Wellness Coaching.
Completion of a De-escalation training course
Diploma in Nutrition and Fitness
Timeline
Customer Service Representative
Lab Corp
07.2010 - Current
Patient Service Technician Specialist
Clinical Pathology Laboratories, Inc.
02.2006 - 06.2010
Associate of Applied Science - Human Resources Management/Business Management
Fortis College
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