Samantha Mack
Sandy Springs,GA
Summary
Dynamic and cheerful professional with a strong commitment to customer and patient satisfaction, seeking a position that utilizes leadership, team-building, and administrative expertise. Demonstrated success in service, sales, and administrative support highlights a dedication to achieving goals and delivering exceptional results. Renowned for impeccable customer relations skills, excelling in building trust and fostering positive experiences that enhance individual and team dynamics. Passionate about contributing to a collaborative environment while driving organizational success.
Overview
18
18
years of professional experience
Work History
Admin: Patient
Emory Healthcare; Digest Disease
Sandy Springs, GA
10.2023 - 03.2026
- Achieved timely patient scheduling for advanced procedures and follow-up appointments, resulting in improved care coordination. Streamlined provider scheduling by collaborating with outpatient surgical centers and hospital surgery scheduling, enhancing patient experience. Resolved non-clinical inquiries effectively, contributing to high patient satisfaction levels. Identified and addressed patient needs regarding appointments and treatment concerns, facilitating a smooth process. Delivered exceptional front desk service, creating a welcoming atmosphere for patients.
- Facilitated efficient scheduling of patient appointments to enhance resource utilization and service delivery.
- Managed patient records through electronic health record systems to support efficient healthcare delivery.
- Developed and delivered comprehensive training programs to enhance new staff proficiency in patient engagement and system operations.
- Administered sensitive patient data with a focus on maintaining confidentiality and privacy in accordance with HIPAA regulations.
- Ensured a positive care experience at the clinic by effectively resolving patient concerns and responding to questions.
- Streamlined scheduling processes and managed patient flow to improve overall patient experience.
- Facilitated patient understanding of upcoming procedures to enhance preparedness and comfort.
- Oversaw mailing processes to ensure timely and accurate delivery.
- Maintained precise scheduling for providers, accounting for personal time dedicated to continuing education.
- Managed the submission of reimbursement requests for providers, streamlining the financial reconciliation process.
Patient Advocate
Henry Ford Medical Group
Detroit, Michigan
10.2016 - 09.2023
- Directed training initiatives for new medical staff, fostering readiness for impactful contributions in clinical environments. Oversaw inbound call operations for Detroit region internal medicine and pediatrics departments, facilitating patient care and addressing inquiries. Managed insurance verification processes for new and existing patients, ensuring precise coverage details prior to appointments. Coordinated daily appointment scheduling and cancellations, while overseeing medication orders as required. Cultivated effective communication with patients, medical supply companies, and physician offices to streamline correspondence. Enhanced patient experience by informing customers about additional services provided by Henry Ford and its affiliates.
- Facilitated effective communication with patients to resolve inquiries and concerns, promoting a positive care experience.
- Provided compassionate and knowledgeable responses to enhance patient satisfaction.
- Facilitated patient education on available resources and community programs to enhance access to essential services.
Sales Consultant-Retention
AT&T
Detroit, Michigan
05.2016 - 10.2016
- Achieved prompt customer service by managing call durations under 840 seconds. Retained customers at risk of cancellation through effective concern resolution and solution offerings. Enhanced customer experience by successfully upselling relevant products and promotions. Facilitated new service installations and managed disconnections to meet customer needs. Provided clear explanations of billing details and charges to improve account understanding. Executed smooth transitions during cold and warm transfers for customer satisfaction. Streamlined payment processing and credit checks for new service setups to ensure a hassle-free experience.
CSR-1 Consumers Energy
Minacs
Farmington Hills, Michigan
09.2015 - 05.2016
- Led the efficient handling of inbound calls, achieving resolution within 224 seconds and maintaining high customer service standards. Strategically promoted value-added products, enhancing customer satisfaction and experience. Oversaw the setup of payment plans and arrangements, ensuring seamless account management for customers. Directed the creation of new accounts and facilitated service transfers to meet customer needs. Managed the placement of electrical outage and reconnection orders using SAP, ensuring timely service restoration. Ensured the provision of accurate and current information on customer accounts, fostering transparency. Guided customers in understanding additional services offered by Consumers Energy, supporting informed choices. Coordinated the escalation of customer issues to appropriate departments for effective resolution.
Shift Lead
Planet Fitness
Southfield, Michigan
02.2011 - 08.2014
- Enhanced member experience through diligent upkeep of gym facilities. Increased member engagement by effectively communicating promotional offerings and essential gym information via telephone. Streamlined new employee onboarding process, resulting in improved training and performance review efficiency. Achieved reliable cash management through consistent daily sales updates and timely deposit preparation.
- Facilitated prompt responses to member inquiries and concerns, fostering a positive member experience.
- Directed scheduling and staffing initiatives to improve operational efficiency and enhance member satisfaction.
Sales Associate
Catherine’s
Southfield, Michigan
03.2014 - 05.2014
- Facilitated customer style discovery to enhance satisfaction and meet specific needs.
- Identified customer needs and recommended additional products to increase overall sales volume.
- Streamlined organization and storage of new inventory.
- Processed layaway and sales transactions, maintaining accuracy and enhancing customer experience.
- Maintaining general appearance of the sales floor, and dressing rooms
- Cultivated strong customer relationships, enhancing loyalty and repeat business.
- Guided customers in product selection through personalized recommendations aimed at maximizing sales opportunities.
Customer Service Specialist/Cashier
Meijer
Taylor, Michigan
06.2008 - 05.2009
- Utilized cash handling skills to ensure register drawer was balanced on a daily basis
- Assisted with inventory and stock
- Handled multi-screen U-scan register stations on both ends of the floor
- Operated standard scanner and cash register
- Provided outstanding customer service
Education
High School Diploma -
Southfield High School
Southfield, MIHigh School Diploma -
Wayne County Community College District
01-2012
Skills
- Multi-tasking, LQBTQ training, EPIC super user, office organization skills, Basic computer and typing ability up to 40 words per minute, organizational skills, knowledge of Microsoft Office Suite and file share, able to handle high call volumes, note taking, light management skills, knowledge of SAP and WPA software, Avaya technology, MY CSP and Lotus Notes programs
- Employee onboarding and training
- Client relations
- Team encouragement
- Customer service proficiency
- Proficient in resolving disputes
- Efficiency improvement
- Regulatory adherence
- Stock management
- Promoting information sharing
- Calendar organization skills
- Cash management
- Analytical problem-solving
Timeline
Admin: Patient
Emory Healthcare; Digest Disease
10.2023 - 03.2026
Patient Advocate
Henry Ford Medical Group
10.2016 - 09.2023
Sales Consultant-Retention
AT&T
05.2016 - 10.2016
CSR-1 Consumers Energy
Minacs
09.2015 - 05.2016
Sales Associate
Catherine’s
03.2014 - 05.2014
Shift Lead
Planet Fitness
02.2011 - 08.2014
Customer Service Specialist/Cashier
Meijer
06.2008 - 05.2009
High School Diploma -
Southfield High School
High School Diploma -
Wayne County Community College District