SHIRLEY LIGON
Houston
Summary
Experienced with managing customer inquiries and intake processes effectively. Utilizes strong communication skills to address and resolve customer issues. Track record of delivering high-quality service and maintaining customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Intake Specialist, WFH-Contract
Teleperformance, USA
01.2021 - Current
- Provides customers with courteous, friendly, fast, and efficient service.
- Answers phones and accurately direct calls.
- Manage in-bound and out-bound phone calls, chats, and emails for the general public.
- Collect and enter client intake information into the appropriate medical service software system to create and/or update client records. Ensure documentation is concise, thorough, and accurate.
- Inform caller of items to bring and/ or not bring to appointment (including clothing, insurance card, medications, office visit fee, and verification of income - if applicable).
- Provide appropriate and effective communication to client/family, team members, and other health care professionals in regard to screens, benefits and appointment scheduling via phone, email, or other means.
- Support organizational changes. Demonstrate flexibility in providing coverage and/or availability for the Access Center via scheduling adjustments for unexpected absences, events, or call volume variances.
- Receive call transfers from other pharmacies, third party insurance, the manufacturer, and physician’s offices.
- Check status of patient’s prior authorizations, medication refills and tracking of deliveries.
- Maintain a 95% and higher for QA monitors.
- Compliance with HIPPA.
- Resolves customer issues and answers questions to ensure a positive customer experience.
- Establish and maintain client records.
- Route patient referrals to the appropriate department or individuals in the company
- Perform other duties assigned by management.
Front Desk Receptionist
Baywind Village Skilled Nursing and Rehabilitation
01.2019 - 01.2021
- Establish a positive rapport with potential family members.
- Welcomes visitors by greeting them in person or on the telephones, answering or referring to inquiries.
- Directs visitors by maintaining employee and department directories, giving instructions.
- Maintains security by following procedures, monitoring logbook, issuing visitor badges.
- Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
- Contributes to team effort by accomplishing related results as needed.
- Other duties assigned by the Administrator and other Department Heads
- Staff Support:
- Hand applications to potential applicants
- Run potential applicants background checks and verity certifications and licenses.
- Schedule new hires for orientation
- Make copies of orientation packets for new hires
- Print out resumes from indeed and route to appropriate department supervisors.
- Schedule interviews and coordinate with staff.
- Maintain training documents.
- Print out and alphabetized the daily census and deliver it to appropriate staff.
- Ensure all Nurse, CNA’s, CMA’s have their pagers.
- Answer phones, transfer calls.
- Monitor call lights, activity in halls and nurse’s station.
Payroll Coordinator-Laid Off
Harbourview Care Center
01.2017 - 01.2017
- Assist in implementing the day-to-day policies and procedures governing the payroll functions.
- Perform duties relative to the facility’s overall payroll functions.
- Process and verify timecards/time sheets, on a timely manner.
- Maintain an individual payroll record (hardcopy or electronic) for each employee’s earnings in accordance with current regulations governing such records.
- Maintain payroll deduction authorization record for each individual employee.
- Prepare payroll in accordance with current pay periods to ensure that employees’ direct deposit of payroll funds is received on a timely manner.
- Prepare payroll records for computer input.
- Communicate with department directors concerning payroll matters.
- Prepare monthly totals of payroll records as required by current regulations.
- Assists in the establishment and maintenance of adequate payroll records that reflects the operating cost of the facility.
- Balance payroll reports at the end of each pay period.
- Prepare payroll records for all newly hired employees in accordance with established personnel policies and procedures.
- Remove terminated employee’s records from active employment records.
- Make written oral reports/recommendations to the Administrator.
- Assisted employee in obtaining information concerning their payroll checks, deductions, overtime. as necessary.
- Compute payroll taxes, as necessary.
- Assumed the responsibility and accountability of performing the payroll functions and progress.
- Maintain Confidentiality of all payroll information.
- Completed I-9 employment eligibility documentation on all employees and maintain files in compliance with company policy and federal regulations.
- Completed licensure/certification verification on all applicable employees and maintain tracking system to ensure current licensure/certification compliance.
- Completed Criminal History Check on all employees in accordance with Company Policy and maintain records in separate, secure binder.
- Completed employment eligibility check on Employee Misconduct and C.N.A. Registry for all employees (TX).
- Actively participated in Payroll/Human Resources Audits.
- Other duties as assigned.
Human Resources Assistant II, Learning and Development - Contract
The University of Texas Health Science Center at Houston
01.2015 - 01.2016
- Coordinate training by sending invitations, scheduling rooms and ordering refreshments, when applicable.
- Prepare and coordinate the printing of materials for Learning & Development functions and meetings.
- Schedules and coordinates with audio-visual teams.
- Maintain a schedule of courses.
- Assist with the management of a project schedule.
- Assist with the facilitation of project meetings.
- Monitor the HR Training mailbox.
- Manage training room calendar.
- Schedule training, locating, and reserving training rooms.
- Order training supplies and refreshments and any other requirement for running a training program.
Education
High School Diploma -
HS For Law Enforcement And Criminal Justice
Houston, TXSkills
- Customer service experience
- Efficient data entry
- Customer complaint resolution
- Customer engagement strategies
- Multitasking and organization
- Time management
- Medical terminology
- Computer proficiency
- Appointment scheduling
- Scheduling
- De-escalation techniques
- Professional telephone demeanor
Certification
BLS and CPR
Timeline
Customer Service Intake Specialist, WFH-Contract
Teleperformance, USA
01.2021 - Current
Front Desk Receptionist
Baywind Village Skilled Nursing and Rehabilitation
01.2019 - 01.2021
Payroll Coordinator-Laid Off
Harbourview Care Center
01.2017 - 01.2017
Human Resources Assistant II, Learning and Development - Contract
The University of Texas Health Science Center at Houston
01.2015 - 01.2016
High School Diploma -
HS For Law Enforcement And Criminal Justice