STEPHANIE GIROTTI
Wilmington,Delaware
Summary
Organized professional specializing in client scheduling, data entry, and customer relations with a solid foundation in healthcare support and administrative coordination. Skilled in problem-solving and ensuring compliance with regulatory standards while delivering outstanding service. Committed to leveraging expertise to drive success in a new role.
Overview
29
29
years of professional experience
Work History
Elderly Caregiver
Help at Home
Wilmington, DE
02.2026 - Current
- Administer medication and monitor health conditions, ensuring adherence to care plans and safety protocols.
- Provides compassionate assistance with daily living activities to enhance client comfort and well-being.
- Assist clients with activities of daily living, promoting independence and quality of life.
- Develop strong rapport with clients, fostering trust and encouraging independence in personal care routines.
- Implemented feedback systems to enhance care quality, addressing client concerns promptly.
- Assisted clients with activities of daily living to foster independence and improve overall quality of life.
- Implement feedback systems to improve care quality, addressing client concerns promptly and effectively.
- Recorded daily updates on client progress to facilitate care plan adjustments.
Radiology Scheduler
Radnet
US
02.2025 - 12.2025
- Coordinated radiology appointments for multiple departments, ensuring optimal resource utilization.
- Coordinated with radiology staff to facilitate patient transitions and ensure timely service delivery.
- Coordinated with radiology staff to ensure seamless patient transitions and timely service delivery.
- Streamlined appointment procedures, improving patient satisfaction scores through efficient communication.
- Developed a strong understanding of various radiology procedures and their prerequisites, allowing for accurate scheduling and patient education.
- Managed insurance verification processes, ensuring accurate billing and reduced claim denials.
- Maintained strict adherence to HIPAA guidelines while handling sensitive patient information during the scheduling process.
- Improved communication between patients and medical staff by providing clear and concise instructions on appointment requirements.
- Worked closely with referring physicians’ offices to coordinate timely referrals for diagnostic imaging services, preparing patient care when necessary.
- Assisted in maintaining up-to-date patient records by diligently updating demographic information and insurance details.
- Improved patient satisfaction with timely and accurate appointment confirmations and reminders.
- Facilitated same-day appointments whenever possible by constantly monitoring available time slots and communicating with clinical staff regarding urgent cases.
- Handled high call volumes while maintaining professionalism and delivering exceptional customer service to internal staff and external callers.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Placed outgoing calls to schedule patient exams when receiving scripts and electronic orders.
- Placed calls to referring physicians for patients expressing difficulty with scheduling.
- Provided compassionate support to callers, ensuring their concerns were addressed with sensitivity.
- Maintained good rapport with referring physicians, secretaries and clinical site staff.
- Entered accurate information in RIS for appointment scheduling, rescheduling, cancellation and comment entry.
- Utilized RIS filter screens to answer questions associated with insurance, procedures and preps.
- Communicates and interacts with all departments effectively and professionally.
- Ensured consistent call volume management to meet departmental expectations and improve service.
- Pre-registered, faxed reports, scanned documents, and entered clinical data for appointments and requests in EMR.
Senior Coordinator - Bank Escalated Solutions Team
Capital One
US
09.2022 - 12.2024
- Conducted complex account research to identify root causes of complaints and issues.
- Consulted and coordinated with other lines of business to effectively resolve customer concerns.
- Executed policy exceptions to address unique customer situations.
- Interact with customers in a professional manner, on the phone or via secured email (as appropriate)
- Interacted with customers in a professional manner, on the phone or via secured email.
- Identified trends and training needs to enhance overall customer experience.
- Adapted effectively to manage multiple tasks in a high-volume setting.
- Data Reconciliation
- Exhibit a high degree of professionalism, integrity, and accuracy in all communication.
- Showed eagerness to learn new concepts and adapt to changing work environments.
- Actively contributed as a positive team member to achieve collective goals.
- Awards - 2018 Lead the Way Recipient, 2018 Purpose Pillar Award and Nominee 2020 Women Who Rock
Senior Coordinator - Bank Escalated Solutions Team
Capital One
US
09.2022 - 12.2024
- Conducted complex account research to resolve complaints and identify root causes.
- Consult and coordinate with other lines of business to resolve customer concerns.
- Executed exceptions to policies by assessing specific situations and applying alternative solutions.
- Ensure compliance to policies and procedures.
- Communicated with customers professionally through phone and secured email.
- Identified trends and training needs to enhance overall customer experience.
- Comfortable working in a high-volume environment
- Exhibit a high degree of professionalism, integrity, and accuracy in all communication.
- Recognized as the 2018 Purpose Pillar Award recipient for exceptional teamwork and contributions.
Senior Coordinator - High Priority
Capital One
US
04.2019 - 09.2022
- Initiate and service all manual wire requests.
- Participated in multiple pilots for the business and provided feedback to a leader.
- Assisted coach in fostering team engagement and unity.
- Handle escalated calls and log results in a Tier 2 case.
- Conducted outbound calls to potential clients to promote products.
- Explain essential security questions.
- Provided detailed explanations of essential security questions to customers.
- Assist Coach with team engagement and creating team unity.
- Efficiently and effectively adhere to all scheduled work activities.
- Gathered and provided customer feedback to enhance service delivery.
- EC Lend which included sending documents via Virtru.
- Awards - 2018 Lead the Way Recipient, 2018 Purpose Pillar Award and Nominee 2020 Women Who Rock
Coordinator - Sync Acquirer
Capital One
US
04.2016 - 04.2019
- Answered incoming calls, marketing Retail and Direct banking products to new and existing customers, enhancing customer engagement.
- Kept up to date with all product and policy changes for both Retail and Direct accounts.
- Provided explanations of security questions to enhance customer trust.
- Maintained and communicated key customer guarantees to ensure compliance.
- Efficiently and effectively adhered to all scheduled work activities.
- Collected and summarized customer feedback to inform product and service improvements.
- Traveled to various Capital One sites to support training initiatives, fostering team development.
- Awards - 2018 Lead the Way Recipient and 2018 Purpose Pillar Award
Process Manager - Support One
Capital One
US
09.2006 - 04.2016
- Delivered front line support for technical and non-technical issues to Home Loans and Retail Bank associates, enhancing resolution of mortgage and home equity lending queries.
- Partnered with Policy/Procedure team, Training, and Product Managers to provide requirements and resolve problems.
- Collaborated with Site Managers/Leads and Process Owners to deliver actionable feedback and improve process transparency.
- Researched and updated Empower LOS Set Ups (expressions, doc types, loan conditions, GDR, pricing, and data validations) to address and resolve reported system issues.
- Executed production validation scenarios during the release window to ensure capabilities function as intended.
- Executed test cases and identified defects.
- Proficient in SalesForce.com, Empower Loan Origination System, Excel, Word, PowerPoint, VersionOne, Calyx, AWD, HP Service Management and FastData.
- Received 'Outstanding Contributions' award for exceptional performance in Home Loans in 2013.
Operations Team Coach
Capital One
US
07.2004 - 09.2006
- Reviewed new loans for submission and conducted quality assurance reviews to ensure compliance standards.
- Sent, reviewed, and processed compliant documentation packages, confirming delivery within regulatory compliance time frame.
- Allocated tasks to staff for planning and workforce management, developing the team through ongoing training and development opportunities.
- Organized and prioritized incoming customer inquiries in the mail queue. - Receive and reply to customer inquiries.
Customer Sales Representative
Gateway Computers
US
08.1997 - 07.2004
- Resolved customer requests by assessing computer needs and providing tailored solutions.
- Educated customers on products and services to enhance their purchasing decisions.
- Provided information about products and services.
- Addressed billing problems and account status inquiries to ensure customer satisfaction.
- Handled customer requests based on computer needs.
Education
High School Diploma -
Christiana High School
Newark, DelawareSkills
- Patient documentation
- Care plan management
- Medication administration
- Electronic health records
- Patient scheduling
- Client scheduling
- Insurance verification analysis
- Quality assurance practices
- HIPAA compliance
- Compassionate communication
- Dementia care
- Alzheimer's support
- Activities of daily living
- Mobility assistance
- Incontinence care
- Nutritional support
- Bathing and grooming
- Microsoft Office Suite
- Remote work proficiency
- Organization and time management
- Time management
- Multitasking efficiency
- Problem-solving abilities
- Teamwork and collaboration
- Care team collaboration
- Client management systems
- Communication skills
- Effective communication
- Verbal and written communication
- Customer relations and service
- Detail-oriented recordkeeping
- Verbal and written communication
Timeline
Elderly Caregiver
Help at Home
02.2026 - Current
Radiology Scheduler
Radnet
02.2025 - 12.2025
Senior Coordinator - Bank Escalated Solutions Team
Capital One
09.2022 - 12.2024
Senior Coordinator - Bank Escalated Solutions Team
Capital One
09.2022 - 12.2024
Senior Coordinator - High Priority
Capital One
04.2019 - 09.2022
Coordinator - Sync Acquirer
Capital One
04.2016 - 04.2019
Process Manager - Support One
Capital One
09.2006 - 04.2016
Operations Team Coach
Capital One
07.2004 - 09.2006
Customer Sales Representative
Gateway Computers
08.1997 - 07.2004
High School Diploma -
Christiana High School