Teresa Land

• Supervised a team of call center agents, providing guidance and support to ensure high-quality customer service
• Implemented new call center strategies resulting in a significant increase in customer satisfaction ratings
• Developed and delivered comprehensive training programs for new hires, reducing onboarding time
• Monitored call center metrics and performance indicators to identify areas for improvement and implement corrective actions
• Led weekly team meetings to discuss performance goals, address challenges, and provide ongoing coaching and feedback
• Resolved escalated customer complaints promptly while maintaining a positive customer experience
• Conducted quality assurance audits to ensure adherence to company policies and procedures
• Trained agents on effective communication techniques including active listening, empathy, and de-escalation strategies
• Analyzed customer survey data to identify trends and areas for improvement
• Assisted in the development of call center scripts to ensure consistency in messaging

• Responsible for charting any updates on patients. Placing forms in patients chart.
• Responsible for all incoming calls. Calling back to patients room to ask if parents come back to the patients room. In the PEDS/newborn ICU unit
• Have continuous good report with the family members of the patient. Showing, concern, empathy and anything we can do to make them comfortable, through a very difficult time.
• Responsible for informing Nurses and Doctors of recent labs, x ray, ultrasounds etc results.
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• Conducted routine maintenance and repairs on mechanical systems and industrial equipment.

As a Billing specialist, I would; ensure accurate invoicing, payment processing, and reconciliation of accounts, while also addressing customer inquiries and resolving billing issues.

Key Responsibilities:

• Invoicing and Billing:Draft and issue invoices or billing statements.
  Process and post payments.Assist with collections on past-due accounts.
• Account Management:Verify billing information for new clients.Maintain and update customer accounts in the billing system.Reconcile billing discrepancies and resolve issues.
• Customer Service:Respond to customer inquiries regarding billing and account status.Provide information about billing procedures and fee structures.Assist clients with payment arrangements or payment assistance programs.
• Data Management:Enter, review, and update billing data.Analyze account data to identify trends and potential issues.Generate reports on billing activity.
• Compliance:Ensure compliance with billing policies and procedures.Monitor coding and medical record documentation compliance with federal and state regulations (in healthcare billing).
• Other Duties:May assist with accounts receivable management.May be involved in audits and compliance reviews.May assist with contract management and compliance.

• Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
• Compiled data from various sources into organized reports for management review.
• Assisted in the preparation of regularly scheduled reports by collecting and analyzing information.
• Processed payments and updated accounts to reflect balance changes.
• Greeted customers, answered general questions and directed to appropriate locations.
• Responded to inquiries from internal staff members regarding office operations.
• Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
• Greeted visitors entering establishment to determine nature and purpose of visit.

• Recorded observations and baseline measurements to maintain accurate medical records.
• Adhered strictly to hospital policies concerning infection control practices while handling medical equipment.
• Adjusted settings or positions of medical equipment.
• Prepared reports summarizing test results for review by cardiologists or other medical staff members.
• Assisted in training technicians, medical students or other staff members.
• Communicated test or assessment results to medical professionals.
• Attended educational seminars or workshops related to advances in cardiac monitoring technology.
• Conducted diagnostic testing such as Holter monitors, Event monitors, and Tilt Table tests.
• Reported any irregularities or changes in patient conditions promptly to attending physician or nurse supervisor.
• Demonstrated expertise in reading EKGs and ECGs from various types of machines.
• Responded quickly to alarms from monitored patients requiring immediate attention or intervention.