Terlyn Harris
Jacksonville,FL
Summary
Dynamic Senior Customer Service Representative with extensive experience at Stericycle, excelling in dispatching and scheduling. Proven ability to enhance operational efficiency and train new staff. Skilled in data entry and customer relations, demonstrating strong problem-solving and communication skills to ensure exceptional service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Rep / Dispatcher
Stericycle
Jacksonville, US
03.2015 - Current
- Receive and dispatch medical phone calls from doctors, hospital and patients
- Coordinated scheduling of patient appointments with medical staff to ensure timely care.
- Led team in absence of team leader, ensuring operational continuity and support for colleagues.
- Prepared shift handover reports to facilitate seamless transitions and maintain service quality.
- Entered data into the system with a focus on accuracy to support effective decision-making.
- Skills Used: Data entry, emailing, dispatching, scheduling, faxing, inbound and outbound calls, customer service.
Sr. Customer Service Rep / Dispatcher
MAP Communications
Jacksonville, US
03.2015 - Current
- Receive and dispatch medical phone calls from doctors, hospital and patients
- Coordinated patient appointments with healthcare providers to optimize scheduling and minimize wait times.
- Served as Senior Team Lead during Team Leader's absence.
- Prepared shift handover reports to ensure smooth transition for incoming staff.
- Entered data and trained new employees on procedures and systems.
- Skills Used: Data entry, emailing, dispatching, scheduling, faxing, inbound and outbound calls, customer service.
Customer Service Representative
ST Vincent's Hospital
Jacksonville, US
06.2012 - 10.2012
- Supported associates through handling phone calls and face-to-face registrations to ensure smooth operations.
- Addressed associates' inquiries on insurance selections and unexpected situations to provide clarity and support.
- Explained errors to staff and guided them in understanding and resolving issues to enhance performance.
- Resolved associate shift and scheduling issues regarding assignments.
- Made periodic visits or calls to all areas to assure operations are occurring appropriately and smoothly.
- Trained employees on hospital policies and procedures, insurance updates.
- Participated in hiring and interview selection process.
- Navigated various online systems to streamline operations.
Education
High school diploma or GED -
Ribault Sr High
Jacksonville, FLSkills
- ICD-9
- Medical office experience
iOS
- Phone client interaction
- SharePoint
- Telephone communication
- Escalation handling
- Medical billing
- Call center
- Email communication
- Medical receptionist
- Patient education
- Microsoft Word
- Inventory management
- Senior care
- EHR systems
- Medical administrative support
- Documentation review
- Order entry
- Spanish
- Microsoft Outlook
- Insurance Verification
- Client relations
- Negotiation
- ICD-10
- Problem-solving
- Computer operation
- Patient engagement
- CSR
- Bilingual
- Patient confidentiality
- Software troubleshooting
- Clinic
- Intake
- Cash handling
- Medical Coding
- Urology
- Medical records
- Transcription
- GPS
- Cerner
- Medical documentation
- Windows
- Driving
- Call management
- CRM software
- Computer literacy
- Math
- Sales
- Microsoft Excel
- Microsoft Office
- Patience
- Medical Scheduling
- Customer assistance
- Attention to detail
- Time management
- Microsoft Access
- Customer service
- Inquiry handling
- Emergency scheduling
- Warehouse management system
- 10 key typing
- Call center experience
- Shift scheduling
- Proactive outreach
- Phone etiquette
- Office experience
- Chat support
- Payment Processing
- Google Workspace
- Warehouse experience
- Analysis skills
- Leadership
- Writing skills
- Issue escalation
- Customer relations
- Productivity software
- HIPAA compliance
- Hospital Experience
- Greeting customers
- Network support
- Typing skills
- Addressing inquiries
- Administrative experience
- Ethernet
- EMR Systems
- Healthcare collaboration
- Medical Terminology
- Data input
- Dispatching
- Supervising experience
- Triage communication
- Clerical work
- Scheduling appointments
- Communication skills
- Phone answering
- Organizational skills
- Health information management
- English
- Word processing
- HIPAA
- Text messaging
- Avaya
- Grammar Experience
- Outpatient
- CPT Coding
- Multi-line phone systems
- Filing
- Computer skills
Certification
Driver's License, Non-CDL Class C
Personal Information
- Title: Overnight Remote Senior Customer Service Rep/ Dispatcher
- Work Permit: Authorized to work in the US for any employer
Timeline
Sr. Customer Service Rep / Dispatcher
Stericycle
03.2015 - Current
Sr. Customer Service Rep / Dispatcher
MAP Communications
03.2015 - Current
Customer Service Representative
ST Vincent's Hospital
06.2012 - 10.2012
High school diploma or GED -
Ribault Sr High