STEPHANIE DURHAM
SeaTac,WA
Summary
Dependable Care Consultant serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Overview
22
22
years of professional experience
Work History
Hearing aid Care Consultant
Hear.com
07.2022 - Current
- Remote home office, outbound/inbound call center
- Scheduled patients hearing evaluations & follow up visits with local hearing care partner providers
- Consistent communication with patient throughout 45 day hearing care program to ensure success
- Coached patient through challenges arose follow protocols
- Consistent growth in sales performance
- Quickly learned Sales Force to track work, engagement, tasks, other activities to keep pipeline organized
- Provided excellent customer service to patients and medical staff
- Followed document protocols to safeguard confidentiality of patient records
- Engaged with patients to provide critical information
- Address client complaints through timely corrective actions and and assigning to the appropriate department when required
Care Plan Consultant
Baze Chiropractic
07.2018 - 04.2021
- Educate patients on care plan options recommended by Chiropractor
- Entered demographics, schedule patients accurately, set up medical files in Platinum medical software
- Trained to setup the office to offer Care Credit financing & assisted patients with applying for financing
- Maintained accurate log of all requests for medical information and records
- Timely processed medical insurance verifications and Dr. referrals
- Organized & participated in monthly health workshops
- Lead a special team who specifically collected 17k in aging accounts in 35 days
- Delivered outstanding service to clients to maintain and extend relationship for future business & referral opportunities
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Helped meet changing demands by recommending improvements to business systems or procedures
Portfolio Manager
Community Association RE, Bell Anderson & Assoc
06.2008 - 07.2018
- Managed 9-12 single family and condominium Home Owner Associations (HOA) consisting of 800-900 doors
- Facilitate board meetings monthly & annual owner meetings with the community
- Prepared and delivered educational training to onboard Board Members on volunteer roles
- Reviewed and approved monthly expenses providing timely and accurate payments and monthly financial reports using excel
- Managed regular inspections of both interior and exterior common areas and amenities for maintenance
- Cultivated professional networks by engaging in industry associations and government organizations
- Compiled annual budgets, often reducing overall cost using previous statistics to analyze past trends
- Liaison between Board Members and homeowners of diverse background facilitating problem solving using governing documents and rules regulations
- Solicited vendors for bidding process, oversaw smaller projects and coordinated with hired project managers for bigger projects
- Worked with insurance companies as required for coordinating with claims adjuster to complete claim repairs
- Member of the Kent Chamber of Commerce, attended monthly meetings and other networking opportunities
- Marketing Chair 2 terms with the company, achieved goal by increasing community awareness which lead to an increase in referrals & revenue
- Participated in organizing annual vendor appreciation night to build relationships
- Addressed and quickly resolved resident complaints with speedy and knowledgeable support
Small Business Owner
Broussards Creole Foods
02.2011 - 05.2018
- B2B sales, primary accounts were restaurants, independent and grocery chain stores via scheduled deliveries
- Direct sales to consumer through the website
- Doubled company sales first year, increasing growth 10-20% yearly
- Responsible for marketing campaign, via print, social media, website
- Managed farmer market venues, in store product sampling
- Oversaw suppliers to assess quality, timeliness, and compliance of deliveries, maintained tight cost controls to maximize business operational efficiency
- Oversaw business budget planning, used QuickBooks for basic accounting functions
- Promoted business via social media to generate leads and maximize brand identity
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
Licensed Loan Originator
Axia Financial
01.2007 - 02.2009
- Prepared and presented buyer education seminars
- Interviewed applicants to assess loan requirements before suggesting offers
- Acquired prospects for new loans by conducting cold calls
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information
- Developed and maintained relationships with local real estate agents
- Reviewed and edited loan agreements to promote efficiency and accuracy
- Counseled buyer on credit repair to increase ability to gain loan approval
- Collaborated with other departments to promptly process loan applications
- Assisted customers in understanding loan terms and conditions to make informed decisions
- Developed strong relationships with customers through high levels of customer service.
- Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs
Patient Care Counselor - Front-desk Coordinator
Sharper Vision Centers
12.2001 - 02.2004
- Organized surgery educational classes & scheduled elective surgery through consultative sales process
- Processed VSP billing, and authorization-through Eye-Infinity
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Routed incoming mail and messages to relevant personnel without delay
- Processed payments using cash and credit cards, maintained accurate records of transactions
- Applied administrative knowledge and courtesy to explain procedures and services to patients
Education
GED -
Seattle Central Community College
Seattle, WACertified Wellness Practitioner - Health And Wellness
Southwest Institute Holistic Healing
Tempe, AZ04.2017
Skills
- Strong judgment
- Customer Service
- Detail oriented
- Problem solver
- Motivational Interviewing
- Microsoft Office 365
- Strong organizational skills
- Critical thinker
- Data entry
- Building Rapport and Credibility
- Goal setting
- Empathy and compassion
- Client assessment
- Documentation proficiency
- Time management
- Effective communication
- Data analysis
- Organizational skills
- Resolving Problems
- Calm and Effective Under Pressure
Additional Information
- CA RE License (Inactive) WA Mortgage Broker License (Inactive)
Timeline
Hearing aid Care Consultant
Hear.com
07.2022 - Current
Care Plan Consultant
Baze Chiropractic
07.2018 - 04.2021
Small Business Owner
Broussards Creole Foods
02.2011 - 05.2018
Portfolio Manager
Community Association RE, Bell Anderson & Assoc
06.2008 - 07.2018
Licensed Loan Originator
Axia Financial
01.2007 - 02.2009
Patient Care Counselor - Front-desk Coordinator
Sharper Vision Centers
12.2001 - 02.2004
GED -
Seattle Central Community College
Certified Wellness Practitioner - Health And Wellness
Southwest Institute Holistic Healing
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