Susan Formica
Southington,CT
Summary
Adept at managing high-stress situations and excelling in customer service, I consistently exceeded performance metrics at Eversource. Skilled in engaged listening and effective conflict management. Proficiency in detail-oriented data input and maintaining HIPAA compliance.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative II
Eversource
04.2022 - Current
- Managed high-stress situations effectively, with empathy and maintaining professionalism under pressure while resolving disputes or conflicts. 50-100 calls daily.
- Investigated, responded and resolved customers inquires and requests for billing, services, and company information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Met customer call guidelines for service levels, handle time and productivity.
- Exceeded performance metrics consistently.
Front Desk Medical Receptionist
Confidia Health Care
01.2020 - 04.2022
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
Front Desk Medical Receptionist
Middlesex Eye Physicians
01.2017 - 01.2020
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Served as a liaison between patients and healthcare providers, ensuring clear communication of necessary information.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Obtained payments from patients and scanned identification and insurance cards.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
Education
No Degree - Business Administration
Briarwood College
ConnecticutSkills
- Customer Service
- Engaged Listening Skills
- Detail-Oriented Data Input
- Call Triaging
- Effective Complaint Resolution
- Satisfaction Metrics Evaluation
Timeline
Customer Service Representative II
Eversource
04.2022 - Current
Front Desk Medical Receptionist
Confidia Health Care
01.2020 - 04.2022
Front Desk Medical Receptionist
Middlesex Eye Physicians
01.2017 - 01.2020
No Degree - Business Administration
Briarwood College
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