Susan Faloon
Detroit,ME
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Resolution Specialist
Wayfair
Remote, ME
11.2020 - 01.2024
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.
- Developed action plans outlining specific tasks needed in order resolve high priority disputes quickly while maintaining excellent customer service levels.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Patient Service Representative
Hometown Health Center
Newport , ME
01.2017 - 03.2020
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Verified insurance information, collected payments, and scheduled appointments.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Obtained informed consent and payment documentation from patients and filed in system.
- Sorted and distributed incoming mail daily.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Maintained accurate records of services provided during each visit or procedure.
- Assisted with scheduling follow-up appointments according to provider availability.
- Greeted patients upon arrival and directed them to the appropriate area.
- Provided customer service by answering patient questions and addressing concerns.
- Explained policies, procedures and services to patients.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Adhered to HIPAA regulations when handling confidential patient information.
- Ensured all necessary paperwork was completed prior to patient visits.
- Answered incoming calls in a professional manner.
- Scanned documents into electronic health record system as needed.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
Lead Customer Service Representative
Lincare
Fairfield, ME
10.2015 - 12.2017
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Ensured compliance with applicable laws, regulations and organizational policies.
- Took special orders in person and over telephone, generating additional revenue every month.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided guidance and support to customer service representatives.
- Developed strategies to improve the overall quality of customer experience.
- Trained new employees on company customer service policies and service level standards.
- Managed key account service, providing exceptional support to foster loyalty and retention.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Handled inquiries from customers regarding product information or services offered.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Collected deposits or payments and arranged for billing.
Education
Some College (No Degree) - Medical Billing And Coding
Northeast Technical Institute
Scarborough, MESkills
- De-Escalation Techniques
- Interviewing Abilities
- Negotiation Management
- Research
- Collaboration
- Critical Thinking
- Time Management
Accomplishments
- Top level Metric achievement
References
References available upon request.
Timeline
Resolution Specialist
Wayfair
11.2020 - 01.2024
Patient Service Representative
Hometown Health Center
01.2017 - 03.2020
Lead Customer Service Representative
Lincare
10.2015 - 12.2017
Some College (No Degree) - Medical Billing And Coding
Northeast Technical Institute
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