Suzanne Banville
Colchester,CT
Summary
Dynamic Complex Customer Care Advocate at United Healthcare Insurance with a proven track record in complaint handling and first call resolution. Skilled in active listening and problem resolution, I enhanced member retention through personalized outreach initiatives, significantly boosting trust and loyalty. Committed to delivering exceptional customer service and fostering team collaboration.
Customer service professional with solid background in resolving customer inquiries and providing exceptional service. Proven ability to handle complex issues efficiently while maintaining high level of professionalism. Known for fostering team collaboration and adapting to dynamic work conditions with ease.
Successful Complex Customer Care Advocate with 3 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
38
38
years of professional experience
Work History
Complex Customer Care Advocate
United Healthcare Insurance
02.2022 - Current
- Maintain high levels of member retention and de-escalation with proactive outreach initiatives.
- Built rapport with members through personalized interactions, increasing their trust in the company''s products or services.
- Leveraged strong listening skills to identify the member's needs in order to appropriate first call resolution and integrity.
- Streamlined communication channels for quicker problem-solving and increased member loyalty.
Call Center Advisor
Surebridge/United Healthcare
12.2020 - 02.2022
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Contributed to team success by consistently meeting or exceeding performance targets.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Ensured adherence to company standards by monitoring quality assurance metrics on a regular basis.
Certified Nursing Assistant
Bone and Joint
01.2018 - 11.2020
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Assisted with discharging patients post-op.
Certified Nursing Assistant
Hartford Hospital ICU Cardiac
06.2014 - 01.2018
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Actively participated in interdisciplinary team meetings to discuss patient progress and develop effective care strategies.
- Adhered strictly to infection control policies while performing tasks such as administering medications or changing dressings.
- Implemented infection control protocols, minimizing spread of illnesses among patients and staff.
- Advocated for patient rights and needs, ensuring respectful and ethical care.
- Improved patient satisfaction with empathetic listening and addressing concerns promptly.
- Enhanced patient comfort by providing compassionate, one-on-one care during daily activities.
- Supported patients with personal care tasks to preserve dignity and promote independence.
- Coordinated with external healthcare providers, ensuring comprehensive care by sharing patient information and updates.
- Assisted with diagnostic tests and medical procedures, contributing to accurate diagnoses and treatment plans.
- Monitored vital signs for early detection of medical issues, ensuring timely intervention and treatment.
- Maintained clean and safe environment, reducing risk of infections and promoting health.
- Documented patient information and care activities in electronic health record.
- Prevented cross-contamination by cleaning and sterilizing equipment.
Medical Assistant/Receptionist
Prime Healthcare Group
06.1987 - 09.2000
- Checked patient insurance, demographic, and health history to keep information current.
- Maintained current and accurate medical records for patients.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Transcribed phone messages and relayed to appropriate personnel.
- Enhanced office productivity by handling high volume of callers per day.
- Collaborated with healthcare professionals to optimize care delivery, resulting in improved patient outcomes.
- Enhanced patient experience by managing front desk operations and providing exceptional customer service.
- Participated in quality improvement initiatives, contributing valuable insights to enhance overall practice performance.
- Streamlined appointment scheduling for increased efficiency and reduced patient wait times.
- Facilitated communication among healthcare team members by diligently transcribing physician orders into patient charts or EHRs as required.
- Assisted with medical procedures as needed, ensuring a smooth flow of daily operations in the clinic.
- Organized insurance claims processing, reducing errors and ensuring timely payments for services rendered.
- Coordinated referral processes, effectively liaising between patients, providers, and specialists for seamless care transitions.
- Expedited lab results retrieval process by establishing strong relationships with external laboratory facilities.
Education
Associate of Applied Science - Nursing
Capital Community College
Hartford, CT05-2004
Skills
- Active learning
- Call center experience
- Data entry proficiency
- Complaint handling
- Coaching
- Empathy display
- Dispute resolution
- Escalation management
- Customer service
- Multitasking and organization
- Adaptability and flexibility
- Problem resolution
- Phone etiquette
- First call resolution
- Quality assurance
- Product knowledge
- Call handling
- Punctuality and reliability
- Teamwork and collaboration
- Attention to detail
- Organizational skills
- Medical terminology
- Conflict resolution
- Information gathering
- Goal setting
- Account reconciliation
Timeline
Complex Customer Care Advocate
United Healthcare Insurance
02.2022 - Current
Call Center Advisor
Surebridge/United Healthcare
12.2020 - 02.2022
Certified Nursing Assistant
Bone and Joint
01.2018 - 11.2020
Certified Nursing Assistant
Hartford Hospital ICU Cardiac
06.2014 - 01.2018
Medical Assistant/Receptionist
Prime Healthcare Group
06.1987 - 09.2000
Associate of Applied Science - Nursing
Capital Community College
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