Thomas Martin
Parker,AZ
Summary
Proven track record in enhancing patient and customer experiences, demonstrated during my tenure at Aetna, a CVS Health. Skilled in insurance verification and fostering teamwork, I significantly improved service delivery and patient satisfaction. Expert in maintaining patient confidentiality and excelling under pressure, my approach led to increased program participation and reduced complaints.
Overview
23
23
years of professional experience
Work History
Health Concierge
Aetna, a CVS Health
Parker, AZ
02.2022 - Current
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Contributed to a welcoming environment by greeting patients upon arrival and addressing any immediate needs or concerns.
- Conducted outreach initiatives to raise awareness of available services within the community, increasing program participation rates.
- Assisted patients in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
- Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
- Resolved conflicts and addressed concerns promptly, fostering a positive environment for patients and staff alike.
- Educated patients on available resources and programs, empowering them to make informed decisions about their health.
- Enhanced patient satisfaction by providing personalized assistance and addressing their healthcare needs promptly.
- Coordinated care between multiple departments for seamless transitions and optimal patient support.
Manager
Rocky Mountain Chocolate Factory Inc.
01.2002 - 03.2009
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
Customer Service Manager
Walmart
Parker, AZ
05.2009 - 07.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Education
HS Diploma -
Richland High School
Orange, CA04.2002
Skills
- Patient confidentiality
- Office Administration
- Insurance Verification
- Data entry proficiency
- Customer Assistance
- HIPAA Compliance
- Customer Support
- Inbound Call Management
- Call Center Operations
- Health insurance plan knowledge
- Teamwork and Collaboration
- Calm and Effective Under Pressure
- Reliability
- Excellent Communication
- Caring and Empathetic
- Interpersonal Skills
Timeline
Health Concierge
Aetna, a CVS Health
02.2022 - Current
Customer Service Manager
Walmart
05.2009 - 07.2019
Manager
Rocky Mountain Chocolate Factory Inc.
01.2002 - 03.2009
HS Diploma -
Richland High School