Shakierra Hamilton
The Morse Clinic
WAKEFOREST,NC
8
years of professional experience
Compassionate professional with expertise in patient intake and customer service. Known for enhancing operational efficiency and customer satisfaction through effective conflict mediation and critical thinking.
Detail-oriented Intake Specialist and Customer Service Manager with a strong background in data entry and records management. Proven track record in optimizing workflows and improving client interactions, contributing to increased customer satisfaction and team performance.
Work History
Intake Specialist
2 Years 5 Months- Conducted comprehensive patient intake assessments to gather vital information for treatment planning.
- Facilitated communication between patients and healthcare providers to ensure seamless service delivery.
- Managed appointment scheduling using electronic health record (EHR) systems to optimize clinic workflow.
- Trained new staff on intake procedures and best practices to enhance team efficiency and performance.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels under pressure.
- Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
- Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.
- Collaborated with other departments to streamline workflow processes, resulting in increased efficiency and a more cohesive organizational structure.
Customer Service Manager
1 Year 8 Months- Led customer service team, enhancing service delivery and operational efficiency.
- Developed training programs, improving staff performance and client interaction skills.
- Implemented feedback systems, driving continuous improvement in customer satisfaction scores.
- Analyzed customer feedback data, identifying trends to refine service strategies.
- Coordinated daily operations, ensuring compliance with company policies and procedures.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Kept accurate records to document customer service actions and discussions.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Collaborated with IT department to streamline customer data management.
- Reduced customer complaints by proactively identifying and addressing common issues.
Customer Service Representative
4 Years 11 Months- Implemented new data entry procedures to enhance operational efficiency.
- Trained junior staff on data management systems and best practices.
- Collaborated with team members to streamline workflows and reduce processing time.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Verified accuracy of data entered into system to produce error-free reports.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Performed regular audits on database content to identify outdated or inaccurate records requiring updates or removals.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Streamlined data entry processes, reducing entry time and minimizing errors.
Education
High School Diploma
Skills
Data entry
Intake assessment
Compassionate communication
Critical thinking skills
Records maintenance
Follow-up skills
Assertiveness
Records management
Conflict mediation
Crisis intervention
Claims processing
Client intake
Empathic communication
Insurance verification
Appointment scheduling
Inventory management
Patient scheduling
Timeline
Intake Specialist
The Morse Clinic
03.2024 - CurrentRead More
Customer Service Manager
Enterprise Rent-A-Car Remote
05.2023 - 01.2025Read More
Customer Service Representative
Spectrum
02.2019 - 01.2024Read More
Spring Creek High School
High School Diploma
Read More