Susan Mawn
Angelica
Summary
Dynamic Patient Communication Representative with a proven track record at Corrohealth Inc, excelling in enhancing patient satisfaction through exceptional customer service and effective problem-solving. Skilled in maintaining confidentiality and fostering teamwork, I successfully trained new staff, contributing to a culture of continuous improvement and ensuring optimal patient experiences.
Overview
11
11
years of professional experience
Work History
Patient Communication Representative
Corrohealth Inc
07.2014 - Current
- Facilitated effective communication between patients and healthcare providers to enhance patient experience.
- Managed appointment scheduling and reminders, ensuring optimal patient flow and satisfaction.
- Assisted in resolving patient inquiries through various channels, maintaining professionalism and empathy.
- Collaborated with medical staff to streamline information exchange and improve response times.
- Trained new staff on communication protocols and system usage to ensure consistency in patient interactions.
- Provided exceptional customer service to patients, resulting in increased patient retention and loyalty.
- Enhanced patient satisfaction by effectively managing inbound and outbound calls, addressing inquiries, and providing information.
- Supported new staff members through training and mentoring initiatives, fostering a culture of continuous learning within the team.
Collection Customer Service Representative
Pioneer Credit Recovery
07.2014 - 08.2021
- Facilitated effective communication between patients and healthcare providers to enhance patient experience.
- Managed appointment scheduling and reminders, ensuring optimal patient flow and satisfaction.
- Assisted in resolving patient inquiries through various channels, maintaining professionalism and empathy.
- Collaborated with medical staff to streamline information exchange and improve response times.
- Trained new staff on communication protocols and system usage to ensure consistency in patient interactions.
- Provided exceptional customer service to patients, resulting in increased patient retention and loyalty.
- Enhanced patient satisfaction by effectively managing inbound and outbound calls, addressing inquiries, and providing information.
- Supported new staff members through training and mentoring initiatives, fostering a culture of continuous learning within the team.
Education
Regents Diploma -
Red Jacket Central
Manchester, NYGeneral Studies
Monroe Community College
Rochester, NYSkills
- Maintaining confidentiality
- Verbal communication
- Complaint handling
- Follow-up skills
- Cross-cultural communication
- Empathy display
- Healthcare
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Punctual and hardworking
- Problem-solving abilities
- Calm and effective under pressure
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Caring and empathetic
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Detail-oriented
- Patient education
- Patient confidentiality and data security
- Resolving problems
- Documentation skills
- Outbound calling
- Interpersonal skills
- Benefits explanation
- Conflict resolution
- Clerical and filing support
- Interpersonal communication
- Professionalism
Accomplishments
I am a dedicated, reliable, dependable employee that continuously performs to the best of my ability. I have worked through several company buyouts and transitioned flawlessly.
I started as a collector of student loans where I was a top performer on all contracts I was assigned to. I was an expert on client communication, excelled at collections meeting and exceeding goals consistently.
During the pandemic I transitioned to working from home and was assigned to Ny Dept of Labor and NJ Dept of Labor. Handling claims and problem solving unemployment issues for clients. I was transferring to Xtend Healthcare in 2021 as a Hrs1 where I transitioned into the healthcare office setting. My attention to detail and strong work ethic helped me learn how to become an exceptional patient specialist. I am currently an Hrs2 and hold myself accountable daily. Doing my best to be a team player, I assist in training my teammates and help our team reach our monthly goals. With that in mind ,keep the patients as the most important aspect of my job.
Timeline
Patient Communication Representative
Corrohealth Inc
07.2014 - Current
Collection Customer Service Representative
Pioneer Credit Recovery
07.2014 - 08.2021
Regents Diploma -
Red Jacket Central
General Studies
Monroe Community College