Summary
Overview
Work History
Education
Skills
Timeline
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SANDRA POWELL

Indianapolis,IN

Summary

Diligent Customer Support Specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Ready to offer field expertise, superior work ethic and over 30 years of career experience.

Overview

30
30
years of professional experience

Work History

Patient Access Representative

Orthoindy
Fishers, Indiana
07.2023 - Current
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Delivered exceptional customer service with 98%+ patient satisfaction through active listening skills, understanding patient needs, answering questions with compassion and offering additional resources.
  • Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
  • Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
  • Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.

Independent Contractor

Liveops
Indianapolis, IN
12.2021 - 07.2023
  • Communicated effectively with clients throughout the entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
  • Managed over 50 outbound calls per day. Exceeded goals of 25% conversion rate continuously.
  • Developed and maintained strong working relationships with clients, leading to repeat business and referrals.
  • Evaluated trends to understand competitive environments and assess current strategies.

Product Advisor

United Healthgroup
Indianapolis, IN
09.2015 - 12.2021
  • Established long term customer relationships by using effective communication and active listening skills.
  • Assisted people who are Medicare Eligible to understand their options and find Medical Insurance plans that fits their needs.
  • Aide customers through enrollment process.
  • Follow Center for Medicaid and Medicare Services (CMS) Medicare Marketing guidelines to attract and assist customers in 50 States.
  • Boosted customer satisfaction by providing tailored product recommendations and personalized solutions.
  • Identified opportunities for upselling additional products or services during interactions with existing customers, resulting in increased revenue generation.
  • Helped customers discover new Medicare products with enthusiastic and knowledgeable support.

Customer Service Team Lead

Apria Healthcare
Jackson, TN
05.2009 - 07.2015
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Worked closely with physicians and physician's staff to insure all documents are accurate and complete as outlined by Insurance providers.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Provided primary customer support to internal and external customers.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.

Collections Representative

Portfolio Recovery Associates
Jackson, TN
02.2008 - 05.2009
  • Used skip tracing resources to locate debtors and updated information in company system.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Complied with all aspects of Fair Debt Collection Practices Act (FDCPA), and company policies and practices.
  • Listened to customer's needs and help them overcome any obstacles with repaying delinquent accounts.
  • Treating customers with respect and integrity while maintaining control and sense of urgency to repay delinquent accounts.
  • Managed collection efforts with high levels of persuasiveness and professionalism.
  • Handled over 60 outbound and inbound calls daily with goal of collecting owed debt.
  • Resolved challenging situations with friendly but firm strategies.
  • Negotiated to collect balance in full.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.

Customer Service Team Lead

Medegen Medical Products
Gallaway, TN
09.2001 - 12.2007
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Coordinated customer shipments with outside warehouse.
  • Decreased warehousing cost by 20% by using Just In Time (JIT) method.
  • Managed inventory to insure stock levels do not exceed budget.
  • Managed Supplier Corrective Action Request (SCAR) database to insure customer complaints were resolved timely and accurately.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Education

Bachelor of Science - Industrial Engineering Technology

Central State University
Wilberforce, OH
06.1994

Skills

  • Customer Relations
  • Sales Proficiency
  • Upbeat and Positive Personality
  • Needs Assessment
  • Verbal and Written Communication
  • Product Knowledge
  • Relationship Building
  • Sales Goals
  • Complaint Resolution
  • Patient check-in
  • Multitasking and Organization
  • Appointment Scheduling
  • Registration and Admissions
  • Medical Terminology
  • EMR
  • Patient Registration
  • Insurance Verification
  • HIPAA Compliance

Timeline

Patient Access Representative

Orthoindy
07.2023 - Current

Independent Contractor

Liveops
12.2021 - 07.2023

Product Advisor

United Healthgroup
09.2015 - 12.2021

Customer Service Team Lead

Apria Healthcare
05.2009 - 07.2015

Collections Representative

Portfolio Recovery Associates
02.2008 - 05.2009

Customer Service Team Lead

Medegen Medical Products
09.2001 - 12.2007

Bachelor of Science - Industrial Engineering Technology

Central State University

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SANDRA POWELL