Suze St Jacques
Summary
Skilled Service Representative driven to maximize customer satisfaction. Eager to leverage 10 years of experience in dynamic new position with long-term career potential and room for advancement.
Overview
7
7
years of professional experience
Work History
Healthcare Customer ServiceRepresentative (Remote)
TTEC
09.2023 - Current
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Streamlined customer service processes for improved efficiency and reduced response times.
Package Handler
Fedex
09.2022 - 11.2022
- Physically loading, unloading and/or sorting of packages of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, scanning, placing packages
- Liaise with outside companies to resolve our mutual customer issues
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Communicated regularly with supervisors to provide information on delays and issues with shipments.
On-Site Nurse Manager
Favorite Healthcare Staffing
02.2022 - 04.2022
- Managed staff scheduling and time off to adequately staff nursing floors and allow nurses earned time off.
- Established and continuously optimized unit schedules and individual work assignments.
- Developed strategy to target nursing and patient satisfaction issues, improve response and patient care quality and suggest actionable improvements to promote hospital-wide quality and safety initiatives.
- Managed 30-60 nurses and nursing activities by providing comprehensive nursing guidance and maintaining outstanding patient satisfaction and care standards.
Case Consultant
Morgan & Morgan
01.2021 - 02.2022
- Gathered, organized and input information into digital database.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
Floor Supervisor
Inktel Contact Center Solution Call Center
01.2017 - 01.2018
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Education
Associate of Arts - HEALTH UNIT COORDINATOR / MONITOR TECH
Orlando Technical College - Mid Florida Tech
Orlando, FL03.2020
Associate of Arts - MEDICAL CODING AND BILLING
DeVry University
06.2019
Skills
- Multitasking and Organization
- Health Information Systems (HIS)
- Utilization Management
- Cardiopulmonary Resuscitation CPR
- Microsoft Proficient
- Front Line Sales Experience
- Team Management / Leadership Experience
- 10 Years of Customer Service
- Strong Background Handling Escalations
- System updates
- Call center experience
- Quality Assurance Controls
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Healthcare Customer ServiceRepresentative (Remote)
TTEC
09.2023 - Current
Package Handler
Fedex
09.2022 - 11.2022
On-Site Nurse Manager
Favorite Healthcare Staffing
02.2022 - 04.2022
Case Consultant
Morgan & Morgan
01.2021 - 02.2022
Floor Supervisor
Inktel Contact Center Solution Call Center
01.2017 - 01.2018
Associate of Arts - HEALTH UNIT COORDINATOR / MONITOR TECH
Orlando Technical College - Mid Florida Tech
Associate of Arts - MEDICAL CODING AND BILLING
DeVry University
Similar Profiles
Edward James PeñalosaEdward James Peñalosa
Patient Support Representative at TTECPatient Support Representative at TTEC
STAN MILLERSTAN MILLER
Service Delivery Manager at TTECService Delivery Manager at TTEC
Sheila ParkerSheila Parker
Customer Service Representative at TTECCustomer Service Representative at TTEC
Matthew BernardMatthew Bernard
Executive Director at TTECExecutive Director at TTEC
Delilah CokerDelilah Coker
Remote Customer Service Healthcare Representative at Results-CXRemote Customer Service Healthcare Representative at Results-CX