Sarah Puckett
Columbia,Tennessee
Summary
Compassionate and dedicated Healthcare Team Manager with over 8 years of non-clinical patient care and medical administrative experience. Proven ability to lead teams in fast-paced medical call center and remote healthcare environments while resolving patient and provider concerns with professionalism, empathy, and urgency. Skilled in team leadership, workflow coordination, patient experience improvement, and supporting efficient day-to-day healthcare operations. Seeking a remote healthcare role where strong service, organization, and operational expertise can improve patient outcomes and team performance.
Overview
20
20
years of professional experience
Work History
TEAM MANAGER
Call 4 Health
04.2019 - 09.2026
- Mentored and coached team members to promote high-quality patient care, strengthen agent performance, and ensure adherence to established service and quality standards.
- Supervised daily operations of a team of agents, optimizing staffing levels and ensuring consistent coverage across multiple accounts.
- Handled escalated calls from agents, addressing concerns, resolving issues, and maintaining positive interactions.
- Coordinated after-hours patient care by messaging and contacting on-call providers to ensure patients receive timely assistance and appropriate follow-up.
- Spoke with on-call providers about schedule changes and coverage updates, ensuring accurate information and continuity of patient care.
PATIENT CARE REPRESENTATIVE
Call 4 Health
03.2018 - 04.2019
- Facilitated communication between patients, families, and medical staff by handling inbound calls from patients, pharmacists, physician offices, hospitals, and other healthcare professionals, addressing questions and concerns professionally.
- Created and maintained patient charts by collecting and entering demographics into Electronic Health Record (EHR) systems, verifying insurance coverage to ensure accurate patient records.
- Scheduled patient appointments by carefully considering provider availability and restrictions, patient needs, and urgency to ensure timely and appropriate access to care.
- Communicated patient concerns and updates to physician offices through secure messaging, to ensure timely responses and continuity of care.
- Maintained professionalism and compassion while ensuring confidentiality of sensitive patient information in compliance with HIPAA.
SENIOR TECHNICAL ADVISOR
IBEX Global- Apple
07.2016 - 02.2018
- Took ownership of complex technical cases, coordinating troubleshooting efforts from start to finish and ensuring timely resolution.
- Demonstrated strong problem-solving skills by quickly diagnosing and resolving advanced technical issues while minimizing customer impact and ensuring effective solutions.
- Supported Tier 1 escalations and technical consultations, enabling iOS and Mac advisors to resolve complex technical issues through effective troubleshooting guidance.
- Guided customers in installation, configuration, and maintenance of iOS and Mac systems, ensuring optimal functionality through targeted technical support and troubleshooting.
TECHNICAL ADVISOR
IBEX Global- Apple
06.2015 - 07.2016
- Delivered timely technical support via telephone and remote desktop connections, diagnosing issues, guiding customers through troubleshooting steps, and providing effective resolutions.
- Provided technical support to customers with iOS and Mac device issues, troubleshooting problems and guiding callers to effective solutions that resolved their concerns.
- Communicated technical information clearly to customers with varying technical knowledge, ensuring understanding and effective problem resolution.
- Performed iOS and Mac system restores to troubleshoot and resolve software-related issues.
CUSTOMER SERVICE REPRESENTATIVE
Sears
06.2008 - 06.2015
- Processed customer transactions, ensuring satisfaction and compliance with store policies during purchases, returns, exchanges, and refunds.
- Assisted customers in locating products, enhancing shopping experience through friendly service.
- Maintained up-to-date knowledge of company products to offer tailored suggestions and recommendations.
- Organized and restocked merchandise displays and racks to maintain a clean, organized, and visually appealing store environment.
CUSTOMER SERVICE CASHIER
Daily's
05.2006 - 06.2008
- Provided exceptional customer service by effectively addressing diverse customer needs in a fast-paced convenience store.
- Established strong, positive relationships with customers by consistently providing friendly, attentive, and helpful service.
- Executed daily opening and closing duties, including cash drawer reconciliation and sales receipt verification, ensuring accurate financial operations.
- Replenished and organized shelf stock, enhancing product availability and contributing to a seamless shopping experience for customers.
Education
HIGH SCHOOL DIPLOMA -
Columbia Central High School
Columbia, TN05-2006
Skills
- Team management
- Mentoring and coaching
- Call center experience
- EHR usage
- Medical terminology knowledge
- HIPAA compliance
- Customer service
- Technical troubleshooting
- Attention to detail
- Problem-solving abilities
- Remote support
- Organizational skills
Awards
TEAM LEAD OF THE YEAR: 2020
Timeline
TEAM MANAGER
Call 4 Health
04.2019 - 09.2026
PATIENT CARE REPRESENTATIVE
Call 4 Health
03.2018 - 04.2019
SENIOR TECHNICAL ADVISOR
IBEX Global- Apple
07.2016 - 02.2018
TECHNICAL ADVISOR
IBEX Global- Apple
06.2015 - 07.2016
CUSTOMER SERVICE REPRESENTATIVE
Sears
06.2008 - 06.2015
CUSTOMER SERVICE CASHIER
Daily's
05.2006 - 06.2008
HIGH SCHOOL DIPLOMA -
Columbia Central High School