Sharon Fitch
Bancroft,WI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Brokaw Company
06.2018 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Tallied cash drawer at beginning and end of each work shift.
- Upsold additional products and services to customers, increasing revenue.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Checked personal identifications during alcohol and tobacco sales.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Set up new sales displays each week with fresh merchandise.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Identified and resolved discrepancies and errors in customer accounts.
Medical Assistant
Women's Group Ob/Gyn
07.2011 - 02.2016
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided prompt, polite and professional in-person and telephone customer service.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Used EMR to schedule appointments for doctor visits and procedures.
- Registered patients and completed associated paperwork for accurate records.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Relayed care and medication advice to patients to relieve physicians during peak hours.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Obtained payments from patients and scanned identification and insurance cards.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Prepared and processed patient referrals and transfer requests.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Registered and verified patient records before triage with most up-to-date information.
- Received and routed laboratory results to correct clinical staff members.
- Answered phone calls and messages for 8-physician Ob/Gyn medical facility, scheduling appointments, and handling patient inquiries.
- Assisted with medical coding and billing tasks.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Conducted patient intake interviews, recording and documenting relevant information.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Processed medical insurance claims and payments.
- Managed office bookkeeping with insurance billing and patient payments.
- Answered phone calls and messages for 8-physician Ob/Gyn medical facility, scheduling appointments, and handling patient inquiries.
- Registered new patients and updated existing patient demographics by collecting detailed patient information.
- Protected patients' rights by maintaining confidentiality of medical, personal and financial information.
- Facilitated patient flow by notifying provider of patients' arrival, being aware of delays and communicating with patients and clinical staff.
- Assessed calls and inquiries to prioritize services based on medical emergencies.
- Posted payments and charges to patient accounts and participated in billing processes.
- Verified patient information by interviewing patient, recording medical history and confirming purpose of visit.
- Collected deductibles and copays to post money to patient accounts.
- Kept medical office supplies adequately stocked by anticipating inventory needs, placing orders and monitoring office equipment.
- Submitted insurance claims and updated patients' insurance information.
- Optimized patients' satisfaction, provider time and treatment room utilization by scheduling appointments in person or by telephone.
- Comforted patients by anticipating patients' anxieties, answering patients' questions and maintaining reception area.
- Scheduled surgeries by making arrangements with surgical centers and prepared charts and consent forms.
- Submitted patient statements and medical billing to insurance companies.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Verified patient insurance coverage and collected required co-payments.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Taught patients about medications, procedures, and care plan instructions.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Collected and documented patient medical information such as blood pressure and weight.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Answered phone calls and messages for 8-physician Ob/Gyn medical facility, scheduling appointments, and handling patient inquiries.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Transcribed phone messages and relayed to appropriate personnel.
- Completed patient referrals to other medical specialists.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Enhanced office productivity by handling high volume of callers per day.
- Responded to correspondence from insurance companies to verify patient's coverage.
- Supported office staff and operational requirements with administrative tasks.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Printed prescription requests and queries in compliance with practice protocol.
- Invoiced patients accurately in line with charging guidelines.
Medical Assistant
Center For Dermatology
10.2003 - 07.2011
- Patient check in, scheduling appointments, Insurance billing, patient billing,collections on past due accounts assisting doctors with medical procedures and biopsies of patients, processing labs, contacting patients with pathology results
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Oriented and trained new staff on proper procedures and policies.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Implemented care and efficiency improvements to support and enhance office operations.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Followed appropriate procedures to minimize patient's exposure to radiation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Provided prompt, polite and professional in-person and telephone customer service.
- Updated patient information and insurance details for accurate electronic medical records.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Registered patients and completed associated paperwork for accurate records.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Relayed care and medication advice to patients to relieve physicians during peak hours.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Obtained payments from patients and scanned identification and insurance cards.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Prepared and processed patient referrals and transfer requests.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Registered and verified patient records before triage with most up-to-date information.
- Received and routed laboratory results to correct clinical staff members.
- Answered phone calls and messages for 5-physician Dermatology medical facility, scheduling appointments, and handling patient inquiries.
- Assisted with medical coding and billing tasks.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Conducted patient intake interviews, recording and documenting relevant information.
- Processed medical insurance claims and payments.
- Managed office bookkeeping with insurance billing and patient payments.
Dispatcher
Dave's best limo
06.2000 - 09.2003
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Directed dispatching, routing, and tracking of 15 fleet vehicles.
- Managed customer accounts and invoicing.
- Advised regarding delays and special circumstances.
- Maintained updated and detailed records of calls in physical and electronic database.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
- Checked that each scheduled route was appropriately covered by delivery drivers.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Worked closely with customers to effectively resolve issues and complaints.
- Coordinated closely with other departments to facilitate smooth delivery operations.
- Coordinated dispatching of 15 drivers to accomplish daily delivery requirements.
- Coordinated dispatching of 15 drivers to accomplish daily delivery requirements.
- Analyzed customer delivery needs and developed tailored delivery solutions.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
- Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
- Monitored vehicle locations to coordinate timely arrivals.
- Answered phone calls and responded to customer emails.
- Monitored and tracked dispatch communication systems.
- Monitored flow of paperwork and directed information to appropriate departments.
- Communicated with customers to provide delivery updates and resolution.
- Received new orders, prepared documentation, and assigned personnel.
- Scheduled deliveries and pickups according to customer needs.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Assisted in resolving customer complaints and grievances.
- Provided customers with information on products and services.
- Utilized customer feedback to improve customer service.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Developed and implemented customer service policies and procedures.
- Tracked and monitored vehicle performance and maintenance.
Education
High school diploma - Business Administration
Frankford High School
Philadelphia, PA06.1983
Skills
- Medical manager
- Emr
- Idx
- Switchboard
- Medical Office Experience
- Medical Records
- Medical Scheduling
- Insurance Verification
- Medical Terminology
- Medical Billing
- Customer service (10 years)
- ICD-10
- Patient Care
- Anatomy Knowledge
- QuickBooks
- Transcription
Additional Information
References will be furnished upon request
Timeline
Customer Service Representative
Brokaw Company
06.2018 - Current
Medical Assistant
Women's Group Ob/Gyn
07.2011 - 02.2016
Medical Assistant
Center For Dermatology
10.2003 - 07.2011
Dispatcher
Dave's best limo
06.2000 - 09.2003
High school diploma - Business Administration
Frankford High School
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