Royauna Shareef
Lilburn,Ga.
Summary
Experienced Customer Service Specialist with a strong background in medical registration and over 12 years of managerial experience. Seeks opportunity to enhance team-building strategies and deliver exceptional customer satisfaction. Adept at managing complex workflows, committed to streamlining processes and optimizing efficiency. Proven track record of successfully leading teams. Eager to contribute expertise in creating a positive and supportive work environment while exceeding customer expectations.
Overview
27
27
years of professional experience
Work History
Patient Registration Associate
Kaiser Permanente
12.2010 - Current
- Served as patient primary point of contact for purposes of checking in, processing payment, and resolving issues
- Adhered to given guidelines and regulations for all transactions including cash-handling and insurance documentation
- Maintained client confidentiality and company procedures while cultivating a client rapport for future communication
- Implemented changes to procedures with ease that increased company productivity and efficiency
- Collaborated and engaged with other associates and supervisors to foster a dynamic work partnership within a diverse environment to attain given individual and team goals
- Exhibited strong interpersonal communication by partnering effectively with internal and external entities, informing others of goals and objectives, and adjusting communications based on audience
- Respectfully conveyed concerns and observations of instances when KP standards were not upheld
- Leveraged strengths and based on others’ feedback adjusted to improve leading to opportunities for coaching or mentoring others with similar areas of improvement
- Acted with integrity and commitment and placed customer’s needs as the most important.
Franchisee/Owner/Operator
Quizno’s Subs
12.2008 - 12.2010
- Managed business operations specializing in providing high-quality products to customers
- Demonstrated leadership abilities by overseeing all aspects of business management including expense reporting, budgeting, monitoring customer experience, and ensuring quality of services
- Transformed business to increase sales consistently while achieving corporate quality standards
- Fostered team of 10+ by providing positive mentoring resulting in optimum staff performance
- Developed strategic marketing efforts, upheld safety and sanitation standards, and utilized problem-solving strategies for any issues that arose.
Assistant Supervisor/Interim Supervisor
Kaiser Permanente
09.1997 - 12.2008
- Received promotions to supervisor position based on performance, superior leadership skills, and ability to troubleshoot in a timely manner
- Responsible for overseeing daily activities and managing schedules for 20 call center employees as they responded to inbound calls regarding OB/GYN and pediatric services
- Provided support to inexperienced and struggling employees through mentoring and coaching
- Facilitated patient appointment scheduling, record updating, and information researching
- Collaborated with other departments in regular meetings to improve customer service, resolve training issues, and provide feedback on any operational challenges.
Education
Kaiser Permanente
Atlanta, GASkills
- Leadership & Organization
- Relationship Management
- Problem Solving
- Public Relations
- Programs: Windows XP, Microsoft OS, and internet applications
- Appointment Scheduling
- Documenting and Recording Information
- Caring and Empathetic
- Complaint Investigation
- Providing Information and Resources
- Building Rapport and Credibility
- Resolving Problems
- Registration and Scheduling
- Eluating Quality of Carexplaining Policy and Procedures
- Problem-solving abilities
- Word Processing
- Customer Service
- Strategic Planning
- Problem-Solving
- Task Prioritization
- Risk Management Assessment
- Excellent Communication
- Detail Oriented
- Cultural Competency
- Teamwork and Collaboration
- Professional Networking
- Professional writing
- Attention to Detail
- Resource Allocation
- Public Speaking
- Time Management
- Relationship Building
- Effective Communication
- Team Collaboration
- Punctual and Hardworking
- Cross-Functional Collaboration
- Continuous Improvement
- Active Listening
- Customer Relationship Management
- Critical Thinking
- Professional Demeanor
- Interpersonal Communication
- Documentation skills
- Analytical Skills
- Effective Communication
- Team Collaboration
- Punctual and Hardworking
- Medical insurance
- Collections Management
- Cross-Functional Collaboration
- Scheduling appointments
- Document filing
- Critical Thinking
- Goal Setting
- Analytical Thinking
- Professional Demeanor
- Interpersonal Communication
- Documentation skills
- Analytical Skills
- Team building
References
Available upon request.
Timeline
Patient Registration Associate
Kaiser Permanente
12.2010 - Current
Franchisee/Owner/Operator
Quizno’s Subs
12.2008 - 12.2010
Assistant Supervisor/Interim Supervisor
Kaiser Permanente
09.1997 - 12.2008
Kaiser Permanente
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