Summary
Overview
Work History
Education
References
Timeline
Generic

Tianna Pohnel

Las Vegas,NV

Summary

Results-driven Customer Relations Representative with over 7 years of experience in the medical field. Demonstrated expertise in enhancing customer satisfaction through effective management of client interactions, resolution of complex issues, and process improvements. Proven track record of fostering positive relationships, ensuring compliance with industry standards, and streamlining operations to boost efficiency. Committed to perfecting quality customer service and driving client-centered solutions.

Overview

11
11
years of professional experience

Work History

Operations Customer Service Specialist

23andMe/ Telus International
Las Vegas, NV
02.2024 - Current
  • Consistently provide exceptional service to customers by offering guidance in website navigation, account settings, and product selection, along with reliable support.
  • Provide inbound call support and troubleshooting for complex, high-end customer automation systems and tools.
  • Maintain a high level of confidentiality and ensure compliance with company policies and external regulations.
  • Ongoing focus on improving support processes to increase efficiency and allow the team to maintain a high level of support as the customer base grows.
  • Ability to multitask and prioritize workload among conflicting demands.

Patient Care Coordinator/Administrative Assistant

Vantage Oncology Center of Radiation Therapy
Beverly Hills, CA
11.2018 - 04.2023
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
  • Maintained accurate electronic health records for improved patient care and compliance with privacy regulations.
  • Reduced wait times by effectively coordinating with medical staff on patient schedules and room availability.
  • Provided emotional support and resources to patients and families, enhancing overall patient experience and satisfaction.
  • Reduced wait times by effectively coordinating with medical staff on patient schedules and room availability.
  • Managed front desk duties which involved customer service, coordinating patient appointments for diagnostic imaging, and maintaining physician calendar.
  • Compiled physical and digital paperwork for patient needs, encompassing charts, reports, and correspondence.
  • Provided clerical assistance to the healthcare staff by checking stock, ordering new supplies as needed, and organizing office inventories.

Medical Customer Service Representative

Anthem Blue Cross/ Wellpoint Inc.
Newbury Park, CA
10.2013 - 08.2018
  • Analyzed complex insurance claims to determine eligibility, ensuring accurate and timely resolutions.
  • Successfully managed high-stress situations, swiftly resolving conflicts and maintaining customer trust.
  • Provided quality customer support on medical issues within HIPPA guidelines by handling incoming member calls nationally.
  • Provided guidance to customers in navigating company website for various purposes such as making appointments and requesting member ID cards.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

High School Diploma -

Agoura High School
Agoura Hills, CA
06-2010

References

References available upon request.

Timeline

Operations Customer Service Specialist

23andMe/ Telus International
02.2024 - Current

Patient Care Coordinator/Administrative Assistant

Vantage Oncology Center of Radiation Therapy
11.2018 - 04.2023

Medical Customer Service Representative

Anthem Blue Cross/ Wellpoint Inc.
10.2013 - 08.2018

High School Diploma -

Agoura High School

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Tianna Pohnel