Summary
Overview
Work History
Education
Skills
Timeline
Generic

Summer Landry

New Orleans,LA

Summary

Professional Patient Navigator 4 years of experience working within the medical industry. With over 15 years experience in customer service maintaining customer satisfaction with first call resolution . Well-versed in building productive relationships while resolving complex issues.

Overview

23
23
years of professional experience

Work History

Patient Navigator

Ochsner Medical Center
01.2019 - Current
  • Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
  • Consulted with medical staff and ancillary department to eliminate barriers to delivery of care and identified service delivery problems and potential for patient management intervention.
  • Educated patients on insurance and healthcare plans.
  • Coached patients on self-advocacy.
  • Assisted patients in scheduling doctor and healthcare appointments.
  • Developed care plan based on provider treatment plan, evidence-based chronic care guidelines and patient and family goals for patient.
  • Offered simple, clear explanations to help patients and families understand hospital policies and procedures.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Facilitated communication between patients and various departments and staff.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Experienced in patient de-escalations
  • Epic
  • Skilled at working independently and collaboratively in team environment.
  • Excellent communication skills, both verbal and written.
  • Maintained positive customer relations by addressing issues head-on and implementing successful corrective actions.
  • First call resolution by taking true ownership of customer needs and issues.

Front End Manager

Rouses Market
01.2018 - 03.2019
  • Monitored cash drawers in checkout stations to verify adequate cash supply.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Prepared weekly employee work schedules to meet operational needs.
  • Created, prepared, and delivered reports to various departments.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Oversaw cashier operations, bookkeeping and security.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Maintained strong customer relations and effective customer service standards.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Customer Resolution/De-escalations

Casino Cage Cashier

Treasure Chest Casino
08.2014 - 05.2017
  • Performed vault, alarm and door duties to facilitate opening and closing of operations.
  • Reconciled branch reports and general ledger accounts to identify unusual transactions, fraud and accounting errors.
  • Assigned and distributed workflow to support efficient and effective front line operations.
  • Balanced staff and vault at end of day and secured monies in accordance with established procedures.
  • Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft.
  • Answered customer questions and explained policies and procedures to solve problems and assist with complex transactions.
  • Maintained, organized and stocked teller window areas.
  • Customer Resolution/De-escalations
  • Quickly and accurately counted drawers at start and end of each shift.
  • Processed various cash transactions and answered gaming customer questions.
  • Counted and recorded assigned funds and made exchanges of funds throughout shift.
  • Enforced company standard operating procedures, gaming regulations and Title 31 compliance.
  • Secured casino funds not in use after balancing cash drawer.
  • Handled money, ticket and chips exchanges for customers.
  • Counted cash and casino chips to accurately reconcile transaction reports.
  • Audited money drawers and hand or machine-counted large cash values.
  • Complied with casino policies and protocols to maintain transaction accuracy, efficiency and security.
  • Reported and filed paperwork for casino transactions, noted and investigated discrepancies and reported on notable incidents.
  • Complied with gaming commission rules by verifying players' ages.
  • Protected cage from unauthorized access and monetary losses by consistently following security protocols.

Patient Sitter

Carney's Home Sitting Service
04.2011 - 12.2011
  • , Contributed to a positive patient experience through compassionate care and active listening during interactions with patients and their families.
  • Reduced instances of self-harm by closely observing at-risk patients and intervening when necessary to prevent injury.
  • Assisted with non-clinical tasks such as organization,stocking supplies, ensuring a clean welcoming environment for patients.
  • Established rapport with patients by demonstrating empathy, respect, and genuine concern for their well-being throughout each interaction.
  • Supported patients in bathing, dressing and grooming for promotion of health and cleanliness.
  • Provided physical support to patients through diverse types of mobility assistance.
  • Helped patients complete activities of daily living.

Customer Service Manager

The Home Depot Store
10.2005 - 06.2009
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Pro Services Specialist

Lowes Home Improvement Center
02.2001 - 07.2003
  • Coordinated timely delivery of materials and resources to job sites, preventing delays in project timelines.
  • Maintained accurate records of all purchasing activities, ensuring compliance with company policies.
  • Tracked inventory shipments and prepared spreadsheets detailing item information.
  • Determined lowest possible cost, factoring in quality, and reliability of construction material.
  • Computed and created purchase orders to expedite customer orders.
  • Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors.
  • Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
  • Accepted and processed supply order requests from contractors over phone and in store.
  • Customer service

Education

High School Diploma -

Alcee Fortier High School
New Orleans, LA
05.1996

Skills

  • Patient Health Information Access
  • Organization and Time Management
  • Multi-Line Telephone Systems
  • Coordinate Referrals
  • In/Outbound Calling
  • Medical Software Use
  • Epic Systems
  • Skilled at working independently and collaboratively in a team environment
  • Excellent communication skills, both verbal and written
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Proficient in Microsoft Word
  • Proficient in Microsoft Excel
  • Specializing in patient de-escalations
  • First call resolution
  • Appointment Scheduling
  • Customer Service
  • Billing
  • Prescription Verification

Timeline

Patient Navigator

Ochsner Medical Center
01.2019 - Current

Front End Manager

Rouses Market
01.2018 - 03.2019

Casino Cage Cashier

Treasure Chest Casino
08.2014 - 05.2017

Patient Sitter

Carney's Home Sitting Service
04.2011 - 12.2011

Customer Service Manager

The Home Depot Store
10.2005 - 06.2009

Pro Services Specialist

Lowes Home Improvement Center
02.2001 - 07.2003

High School Diploma -

Alcee Fortier High School

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Summer Landry