Shayla Rollerson

• Rounded with patients, collecting detailed data regarding their patient experience, with the goal of improvement and patient-centered solutions.
• Developed and implemented service recovery protocols to address patient complaints and grievances. Resolved issues promptly, ensuring that patients felt heard and valued.
• Developed and conducted comprehensive training programs for staff, emphasizing effective communication, empathy, and patient engagement. Fostered a culture of service excellence among all team members.
Collaborated closely with medical staff, nursing teams, and support staff to ensure consistent and coordinated patient care. Facilitated communication channels to improve information flow and enhance patient experience. Fostering a patient-centric culture throughout the organization by promoting teamwork and cross-functional understanding.
• Implemented a real-time patient feedback system, resulting in a 20% increase in positive patient feedback within the first six months of implementation.
• Utilized Press Ganey surveys and metrics to analyze trends and identify areas for improvement. Generate regular reports for senior management, highlighting achievements and outlining action plans for continued enhancement.
• Developed and maintained relationships with patients, and families to understand their needs and expectations better. Utilized this insight to tailor patient experience initiatives to specific demographics and populations.
• Acted as the primary advocate for patients, ensuring their concerns and needs are effectively communicated and addressed. Work closely with the Patient Service Management team to resolve issues and grievances promptly while maintaining a compassionate and empathetic approach.

• Greeted patients and visitors warmly and assisted them with the registration process. Collected and verified patient information, insurance details, and relevant medical history accurately, ensuring all necessary documents were completed.
• Assisted patients in understanding their insurance coverage, benefits, and financial responsibilities. Liaised with insurance companies to verify coverage and facilitate claims processing. Addressed billing questions and helped patients with payment arrangements.
• Managed a high-volume workload and prioritized tasks effectively to meet patient needs and organizational requirements.
• Responded to phone inquiries and routed calls to appropriate departments. Maintained a professional and courteous demeanor when handling inquiries from patients and their families at the front desk.
• Handled patient complaints and conflicts with a proactive and solutions-oriented approach. Resolved issues to the best of my ability and escalated matters when necessary to ensure swift resolution.
• Scheduled and confirmed appointments with patients and healthcare professionals with 100% accuracy
• Recognized for consistently receiving positive feedback from patients and families for delivering exceptional service and going above and beyond to meet their needs.
• Worked closely with healthcare professionals, administrative staff, and other Patient Service Representatives to foster a collaborative and cohesive work environment.
• Actively participated in training sessions and workshops to enhance knowledge of medical procedures, patient services, and customer service best practices. Provided feedback and suggestions for process improvements.

• Sorted and organized mail and packages for delivery along a designated route. Ensured the accurate and timely delivery of letters, parcels, and packages to residential and commercial addresses while adhering to postal regulations and guidelines.
• Efficiently planned the most effective route to optimize delivery time and minimize disruptions. Utilized GPS systems and route maps to navigate through the assigned area safely.
• Provided excellent customer service by interacting courteously with customers, addressing inquiries, and resolving delivery-related issues. Assisted with package tracking and ensured exceptional care of valuable or sensitive mail items.
• Developed an optimized delivery route that reduced delivery time by 15%, resulting in increased efficiency and productivity.
• Safeguarded the integrity and confidentiality of mail items, especially those containing personal or sensitive information. Maintained strict adherence to security protocols and delivery guidelines.
• Complied with all safety regulations and guidelines while operating delivery vehicles and conducting deliveries on foot. Conducted routine inspections of delivery vehicles to ensure they were in proper working condition.
• Worked in various weather conditions, including extreme heat, rain, and snow, to ensure prompt mail delivery without compromising safety.
• Maintained accurate records of deliveries, pickups, and any incidents encountered during the route. Provided regular reports to supervisors regarding route progress and potential challenges.
• Efficiently processed incoming and outgoing packages at the local post office, ensuring accurate labeling, scanning, and sorting for timely delivery.

• Established and maintained service standards, policies, and procedures to ensure consistency and adherence to the highest service quality levels. Conducted regular audits and assessments to measure service performance and compliance.
•Responded to general inquiries concerning department activities and operations by relating to established policies and procedures.
• Organized all aspects of 100+ highly successful events and large reservations
• Collaborated with other departments to align service offerings with market needs and customer expectations. Acted as a liaison between departments to resolve customer issues and promote a seamless customer experience.
•Maintained department calendar. Scheduled meetings and appointments. Made routine travel or conference arrangements as necessary.
•Prepared and managed the service department budget, ensuring cost-effective operations while maintaining service excellence. Analyzed financial data and identified opportunities for revenue growth and cost optimization.
•Directed and mentored a team of service managers and frontline representatives, fostering a culture of excellence, continuous improvement, and customer-centricity. Conducted regular performance evaluations, provided coaching, and organized training programs to enhance team members' skills.
•Ensured all schedules were up-to-date and collaborated with managers if changes were needed.
•Counted and balanced the cash drawer at the end of each shift and completed a detailed liquor inventory, reconciliation, and consumption sheets for the bartenders
•Oversaw all restaurant operations inducing the efforts of the servers, bartenders’ hosts/hostesses, and housemen