Suhanda Kuac
Memphis,TN
Summary
Adept at enhancing customer experiences and streamlining operations. My background in medical customer service, customer relations, and date entry has consistently driven positive outcomes in fast-paced environments. A hardworking and passionate colleague with strong organizational skills, ready to help achieve company goals.
Overview
6
6
years of professional experience
Work History
Call Center Representative
OrthoSouth Orthopedics
09.2022 - Current
- Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
- Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Streamlined appointment scheduling process, ensuring timely access to care for patients in need.
- Resolved complex issues through active listening, empathetic support, and clear communication with patients.
- Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.
- Assisted in updating internal policies and procedures, leading to an improved workflow within the call center.
- Promoted patient retention by building rapport during interactions and providing compassionate assistance throughout the call.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
- Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
Online Banking Specialist
Regions Bank
03.2021 - 08.2022
- Streamlined the account opening process for new customers, providing clear guidance on required documentation and procedures.
- Mitigated risk exposure for both the bank and its clients through diligent attention towards potential security threats during telephonic interactions.
- Supported fraud prevention efforts by monitoring transactions and promptly reporting suspicious activities to appropriate departments.
- Contributed to departmental goals through active participation in ongoing training sessions and workshops related to telephone banking technologies.
- Reduced hold times significantly by efficiently prioritizing tasks, managing multiple lines simultaneously, and ensuring prompt resolution of customer concerns.
- Delivered exceptional customer experiences by maintaining up-to-date knowledge on bank policies, products, and services.
- Assisted clients in navigating online banking platforms to ensure seamless access to their accounts and services.
- Improved customer satisfaction by addressing and resolving telephone banking inquiries in a timely manner.
- Opened new accounts and made changes to existing accounts.
- Identified customer desires and goals through needs-based sales tactics.
- Enhanced user experience by troubleshooting and resolving online banking issues promptly.
- Conducted regular audits to ensure compliance with federal regulations and industry standards for secure online transactions.
- Executed wire transfers, stop payments and account transfers.
- Educated customers on online banking and mobile banking applications.
- Processed applications for new accounts.
- Calculated fees due, interest and change for customer transactions.
- Increased customer satisfaction by delivering timely and accurate assistance in online banking inquiries.
- Reduced fraud-related losses by proactively identifying suspicious activities in clients'' accounts and taking appropriate action.
Data Entry Clerk
Maximus Health Services
03.2020 - 03.2021
- Exceeded performance targets consistently while maintaining strict adherence to privacy guidelines set forth by regulatory bodies such as HIPAA and HITECH Act provisions.
- Streamlined workflow by collaborating with healthcare professionals to obtain missing or incomplete patient information.
- Addressed discrepancies in data entry tasks promptly and accurately to maintain the overall quality of medical information.
- Assisted with the implementation of a new electronic health record system, leading to increased productivity and improved data management capabilities.
- Contributed to the reduction of paper records by digitizing historical documents and maintaining an organized digital filing system.
- Conducted regular audits of entered data to identify inaccuracies and correct discrepancies, contributing to overall data integrity.
- Expedited claim processing by accurately entering insurance details for prompt reimbursement.
- Maintained accuracy in medical coding, resulting in reduced errors and improved billing processes.
- Improved data accuracy by meticulously entering and updating patient information into electronic health records.
- Managed and organized documents for data entry tasks.
- Used computer software to store and retrieve data.
- Scanned documents and saved in database to keep records of essential organizational information.
- Created spreadsheets for more efficient recordkeeping.
Business Specialist
Campbell Clinic Orthopedics
01.2019 - 03.2020
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Organized paperwork such as charts and reports for office and patient needs.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Completed patient referrals to other medical specialists.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Assisted with medical coding and billing tasks.
- Processed medical insurance claims and payments.
- Conducted patient intake interviews, recording and documenting relevant information.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Server
Ali Baba Mediterranean Grill
02.2018 - 11.2018
- Maintained cleanliness of working areas to create pleasant and inviting atmospheres for guests.
- Enhanced customer satisfaction by providing efficient and friendly food service.
- Maintained clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Managed cash register accurately, ensuring proper handling of transactions and tips.
- Cultivated warm relationships with regular customers.
- Pitched in with cleaning and closing tasks to keep restaurants running smoothly.
- Mastered menu knowledge to provide accurate information and helpful suggestions to guests.
- Provided exceptional service to large parties, coordinating with the team for smooth operations.
- Elevated customer satisfaction through followup and enthusiastic customer service.
Education
Bachelor of Business Administration - Business Administration And Management
University of Memphis
Memphis, TN05.2022
High School Diploma -
White Station High School
Memphis, TN05.2018
Skills
- Multitasking efficiency
- Data Entry
- Medical Terminology
- Appointment Setting
- Typing speed accuracy
- Attention to Detail
- Workflow Management
- Money handling abilities
- Payment Processing
- Building Rapport
- Technical Support
- Client Relations and Customer Service
- Call Center Customer Service
- Empathy and Compassion Display
- Data Review and Verification
- Microsoft Excel
- Microsoft Office
- Decision-Making
- Problem-solving abilities
- Insurance Verification
- Goal Oriented Approach
- Customer Retention Techniques
- Financial Reporting
- Account Services
- Banking Software Familiarity
- Issue and Complaint Resolution
- Call Metrics
- Recordkeeping strengths
- Inbound Call Management
- Salesforce CRM
Languages
Arabic
Native or Bilingual
Timeline
Call Center Representative
OrthoSouth Orthopedics
09.2022 - Current
Online Banking Specialist
Regions Bank
03.2021 - 08.2022
Data Entry Clerk
Maximus Health Services
03.2020 - 03.2021
Business Specialist
Campbell Clinic Orthopedics
01.2019 - 03.2020
Server
Ali Baba Mediterranean Grill
02.2018 - 11.2018
Bachelor of Business Administration - Business Administration And Management
University of Memphis
High School Diploma -
White Station High School
Similar Profiles
Annie QuarlesAnnie Quarles
Physical Therapist at OrthoSouth/Integrity Rehab GroupPhysical Therapist at OrthoSouth/Integrity Rehab Group
Katie ClarkKatie Clark
Physical Therapy Technician at Upstream Rehabilitation (OrthoSouth)Physical Therapy Technician at Upstream Rehabilitation (OrthoSouth)
Isabella NapoliIsabella Napoli
Scribe at OrthosouthScribe at Orthosouth