Summary
Overview
Work History
Education
Skills
Timeline
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Sadaymar Abood

3715 17th Street East, Bradenton,FL

Summary

To obtain a position as a Contacts Representative by providing excellent customer service to patients including, ensuring accurate and timely processing of all requests by taking the appropriate action and resolving patient issues through independent problem solving and a goal of first call.

Overview

7
7
years of professional experience

Work History

Patient Service Representative

Walgreens
01.2021 - 03.2024
  • Answered incoming calls, scheduled appointments and took messages in accurate and timely manor.
  • Provided excellent customer service to patients and medical staff.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Resolved customer complaints using established follow-up procedures.
  • Strengthened communication between clinical staff and patients by addressing inquiries and concerns promptly.
  • Maintained strict confidentiality of patient records in compliance with HIPAA regulations.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Actively listened and prioritized patients needs by treating them with respect and involving them in all aspects of their health.
  • Resolved patient issues through independent problem solving and with a goal of first call.
  • Increased customer satisfaction by providing efficient and friendly service in high-volume environment.

Customer Service Representative

Tempus Resorts International
08.2017 - 09.2020
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expedited service times with effective triage of incoming calls, directing customers to correct department or resource.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Managed high volume of inbound calls while accurately documenting interactions in company database.

Education

High School Diploma -

Gateway High School
Kissimmee, FL
04.2004

Skills

  • Strong customer service skills
  • Strong written and oral communication skills
  • Ability to respond to inquiries and service requests professionally
  • Active listener with high degree of empathy
  • Ability to remain calm and helpful even when dealing with upset patients
  • Strong patient centric mindset
  • High sense of urgency to solve patient requests
  • Knowledge of basic help desk software, computer software and Microsoft Office applications including Microsoft Word, Excel, and Outlook
  • Bilingual in both English (read, write & speak) and Spanish (read, write & speak)
  • 10 years of previous experience working in inbound customer service call center
  • Ability to handle high call volume and multi‐task while providing an exceptional customer experience
  • Experience in E-Clinical Works
  • Experience with electronic medical records systems including Epic, Athena Health, NextGen
  • Experience with use of virtual contact center solutions such as 8×8 Virtual Contact Center, Genesys, Ring Central, Five/9, and Avaya
  • Knowledge of and strict adherence to HIPAA
  • Strong attention to detail
  • Strong organizational skills
  • Strong attention to detail
  • Ability to multi-task
  • Flexible Schedule to ensure business needs
  • Caring and Empathetic

Timeline

Patient Service Representative

Walgreens
01.2021 - 03.2024

Customer Service Representative

Tempus Resorts International
08.2017 - 09.2020

High School Diploma -

Gateway High School

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Sadaymar Abood