Summary
Overview
Work History
Education
Skills
Timeline
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Sandra Meyer

Honolulu,HI

Summary

Polite and professional Call Center Associate successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Proficient in medical terminology and communicating with coworkers and clients/patients regarding appointments and medical triage.

Overview

21
21
years of professional experience

Work History

Medical Call Center Associate

Waikiki Health
07.2022 - Current
  • Provides superior customer service to all patients and agency customers and vendors via multi-queue digital telephone system.
  • Uses agency ATHENA System and Electronic Medical Records (EMR) system to access patient data, schedule appointments, confirm appointments, re-schedule no-show appointments, perform and document patient COVID-19 screenings, requests for pharmacy refills, patient portal support, patient insurance verification via outside secured database, internal messaging to providers and/or other medical support team, processing online payments, confirm patient balances due, schedule transportation services, coordinate translation services, plus whatever else is required or needed to assist customer/patient.
  • Verifies patient demographics including but not limited to patient address, phone, email, mailing address, DOB, insurance, patient occupation, income verification for sliding fee, plus authorization for texting and/or emailing patient, among other tasks required.
  • Maintains clean, presentable, safe, sanitized and clutter-free working area, including cleanliness of common shared areas in office.
  • Maintains and always upholds patient confidentiality.
  • Other duties as assigned include working half-day on Saturday at minimum once a month, at maximum twice per month, within 40-hour work week schedule.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response

Reservation Agent

Hertz Corporation (Dollar, Thrifty Auto Group)
10.2004 - 03.2020
  • Furnished clients with outstanding reservation and customer services via multi-line phone systems.
  • Improved clients" vacation experience by eliciting requirements and recommending appropriate product/service offerings. Extensively utilized proprietary software and multi-line switchboards in fulfilling customer requests.
  • Increased sales by employing upselling and cross-selling strategies
  • Received multiple awards including 5 Bronze Performance Awards and 5 Aloha Spirit Awards.
  • Achieved average customer satisfaction rating of 4.8/5.0 by fostering cordial client relationships and swiftly resolving support tickets.
  • Maintained detailed records of customer interactions to enable data-driven optimizations and service improvements.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings

Group Leader

Kamaina Kids
12.2002 - 04.2004
  • Designed engaging curriculum and instructional activities to facilitate information retention and foster emotional development in children. Administered tests to better evaluate performance and optimized curriculum to improve verbal and quantitative reasoning skills.

Education

High School Diploma -

Leon High School
Tallahassee, FL
06.1980

Skills

  • High-volume call centers
  • Call center environment
  • Call center customer service
  • Call center experience
  • Emergency call routing
  • Inbound and outbound calling
  • Medical information release

Timeline

Medical Call Center Associate

Waikiki Health
07.2022 - Current

Reservation Agent

Hertz Corporation (Dollar, Thrifty Auto Group)
10.2004 - 03.2020

Group Leader

Kamaina Kids
12.2002 - 04.2004

High School Diploma -

Leon High School

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Sandra Meyer