Shenise Williams

Reports to the Rehab Business Operations Manager and is responsible for front office functions for the OP Rehab locations. Tasks include all patient greetings, check in/out, POS collections Initial and follow up scheduling, and customer service. Responsible for scheduling a wide variety of Rehab patients in a computer based scheduling system. Responsible for patient charge reconciliation, managing payer restriction tracking including visits, allowed procedures and/or financial limits ensuring accuracy for continued revenue stream. Performs clerical support for the therapy department, including organization and sanitation of the room and front office patient facing space.

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Managed high-volume calls while maintaining a positive customer experience and satisfaction ratings.
• Trained new team members on company policies, procedures, and customer service best practices.
• Collaborated with cross-functional teams to streamline processes and enhance service delivery.
• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Provides customer with information that is specialized.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints and concerns.
  
  

• Delivered exceptional client service by addressing inquiries and resolving issues promptly.
• Assisted clients in understanding tax processes, ensuring clarity and compliance with regulations.
• Maintained accurate client records using H&R Block software for efficient data management.
• Collaborated with team members to improve workflow efficiency and enhance client satisfaction.
• Trained new staff on operational procedures and best practices for client engagement.
• Responded to customer questions via phone, email, and in-person.
• Provided exceptional customer support, resulting in high retention rates and repeat business.
• Enhanced client satisfaction by promptly addressing and resolving service issues.