Tammie R Coats
Cleveland
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Spectrum
Cleveland
05.2024 - Current
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Nook
Garfield
06.2022 - 10.2023
- Documented customer interactions, and maintained accurate records.
- Kept in touch with customers to ensure all issues were resolved.
- Recognized and escalated intricate issues to the appropriate department.
- Maintained a positive and empathetic attitude toward customers.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Cleveland Clinic
Solon
12.2021 - 06.2022
- Maintained accurate records of patient appointments in computer system.
- Reviewed patient medical history documents prior to appointment scheduling.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Verified insurance information prior to appointment booking.
- Adhered to organizational policies and procedures related to appointment scheduling.
- Ensured compliance with HIPAA regulations when handling confidential information.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Answered incoming calls from potential new patients and existing patient inquiries.
- Resolved customer complaints in a professional manner.
- Scheduled and confirmed appointments.
- Updated customer information in the database accurately.
- Provided clear instructions to patients regarding their upcoming visits.
Direct Support Professional
Jewish Family Services
Pepper Pike
04.2016 - 04.2022
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Monitored client's well-being, safety and comfort under physician direction.
- Assisted individuals in learning and developing new skills.
- Instructed family members on how to provide bedside care.
- Used approved crisis intervention techniques in emergency situations.
- Leveraged database management system to track and report service hours, details of activities and progress on goals.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
- Documented current patient information to update vital signs, behaviors, and eating habits.
- Followed care plan and directions to administer medications.
- Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
- Tracked and reported clients' progress based on observations and conversations.
- Maintained detailed records of services performed on clients.
- Transported clients to doctor's appointments and errands.
- Assisted individuals in development of social skills to become integrated in community.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Assisted individuals with daily living activities such as bathing, dressing, and grooming.
Medicare Eligibility Specialist
Centauri Health Solutions
Cleveland
09.2019 - 12.2021
- Conducted detailed interviews with applicants to determine their eligibility for assistance programs.
- Processed client applications in accordance with established guidelines.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Developed strategies to improve efficiency in the processing of applications and customer service delivery.
- Reviewed applications to verify client information and resolve discrepancies.
- Explained reasons behind application denials and recommended further action.
- Gathered financial information from clients regarding income, assets and debts.
- Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
- Entered client information and files into databases for further review and tracking.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
Case Manager
Murtis Taylor Multi Service System
Cleveland
10.2018 - 03.2019
- Maintained accurate case records and documentation according to agency guidelines.
- Conducted home visits to assess the safety of living environments for clients.
- Communicated with legal services providers, social services agencies, and local judicial systems regarding cases.
- Compiled reports on cases and submitted them to supervisors as required.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Developed and maintained relationships with community resources and service providers.
- Monitored client progress through regular follow-ups and case reviews.
- Advocated on behalf of clients to secure necessary services and support.
- Educated clients about mental health conditions, medications and self-care techniques.
- Evaluated program effectiveness and suggested improvements based on client outcomes.
- Educated clients and their families about their rights and available community resources.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Facilitated group sessions and workshops for clients on various topics.
- Coordinated transportation services for clients who lacked access to reliable transportation.
- Developed individualized care plans with input from clients, and their families.
- Utilized case management software and databases for efficient information tracking.
Education
MBA - Business Management/Healthcare Management
Colorado Technical University
Colorado Springs, CO12-2016
Skills
- Customer service
- Problem solving
- Technical troubleshooting
- Database management
- Record keeping
- Communication skills
- Team collaboration
- Client support
- Conflict resolution
- Attention to detail
- Active listening
- HIPAA compliance
- Appointment scheduling
- Information gathering
Timeline
Customer Service Representative
Spectrum
05.2024 - Current
Customer Service Representative
Nook
06.2022 - 10.2023
Customer Service Representative
Cleveland Clinic
12.2021 - 06.2022
Medicare Eligibility Specialist
Centauri Health Solutions
09.2019 - 12.2021
Case Manager
Murtis Taylor Multi Service System
10.2018 - 03.2019
Direct Support Professional
Jewish Family Services
04.2016 - 04.2022
MBA - Business Management/Healthcare Management
Colorado Technical University
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