Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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TIFFANY R BROWN

Carson,CA

Summary

Experienced Patient Care Coordinator and Quality Auditor with well-honed problem-solving skills with ensuring patient and clinician satisfaction . Highly empathetic,resourceful, and professional. Action-oriented professional with extensive knowledge in healthcare industry. Skilled coordinator who works diligently with all levels of peers, management.

Overview

14
14
years of professional experience

Work History

Sales and Service Representative

U.S Bank
10.2021 - 02.2023
  • Made outbound cold calls/emails to those who fits company's Ideal Customer Profile (ICP) and will then partner with Commercial Account Executives (CAE) to get customers onboarded
  • Spent roughly 80% of time on outreach, prospecting for new clients
  • Generate high volumes of quality MQLs through various direct sales efforts such as calls, emails, events, webinars, and other engagement activities generated by Marketing
  • Conduct daily outreach to qualify prospects who have demonstrated interest
  • Follow up on all calls and emails until meetings are booked or you’ve been able to move prospect through funnel to SQL
  • Record all activities and properly manage lead stage/flow in Salesforce CRM
  • Achieve or exceed monthly targets for meetings, demos, and qualified leads to CAEs
  • Schedule product demos on CAE's calendar
  • Qualify opportunities by asking right questions about prospect's business, their challenges, and helping them understand how U.S Bank product and services will help them solve those challenges
  • Spent 20% of time on inbound, handle service requests including banking inquiries, transaction requests, wire processing, online banking support, and review and processing of client maintenance request
  • Handle incoming mail and fax requests as needed
  • Identify client needs and complete their requests accurately and within service standards
  • Perform wire transfer requests and verifications
  • Follow up on customer requests within expected timeframes
  • Ensure risk controls are followed, documenting actions in case notes
  • Stays informed on policy and practices by participating in training, huddles and reviewing all job-related communications
  • Meet individual performance standards for attendance, timeliness, quality, efficiency and schedule adherence
  • Utilize bank documents and agreements to make decisions and analyze risk to accommodate client requests

Operations Supervisor

CVS Health
01.2019 - 01.2020
  • Work effectively with store management and store crews
  • Supervise the store’s crew by assigning, directing, and following up on all activities
  • Effectively communicate information both to and from store management and crews
  • Assist customers with their questions, problems, and complaints
  • Promote CVS customer service culture
  • (Greet, offer help, and thank)
  • Handle all customer relations issues in accordance with company policy and promote a positive shopping experience for all CVS customers
  • Built highly-efficient administrative team through ongoing coaching and professional development
  • Maintain customer/patient confidentiality
  • Opening/closing the store
  • When there is no manager onsite, lead the store staff, ensures that store operations run smoothly, and is responsible for ensuring the completion of all opening and closing procedures
  • Price merchandise
  • Stock shelves quickly/ efficiently
  • Execute the displays, sign and inventory of weekly, promotional, and seasonal merchandise
  • Support the planning, execute the display and maintenance of off-shelf merchandise

Patient Care Quality Assurance Auditor

Kaiser Permanente
12.2012 - 12.2017
  • Independently conducts daily quality monitoring of patient interactions at the medical patient call center; motivates, encourages and provides timely feedback to agents in a manner that is professional; coordinates and facilitates ongoing calibration sessions; provides status updates to managers and escalates patterns as needed
  • Monitor team of 25 CSR's calls to assess the use of scripts, greeting, listening, etiquette, efficiency and courteous and conformity to company policies and procedures
  • Participates in calibration and joint monitoring sessions, complying with agreed scoring standards
  • Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment
  • Engage in silent monitoring of live calls, in vivo observation of call center agents and listen to recorded calls systematically
  • Provides ongoing coaching, reports progress and identifies need for additional training if needed
  • Rate these calls using a call scoring and evaluation form and calibrate your ratings with a QA team
  • Rate any customer interactions on additional channels (i.e., chat, email, in person, etc.) with similar scoring and evaluation forms and methods
  • Incorporate customer feedback obtained from post-call IVR surveys into QA process
  • Provide concrete examples of how agents can improve their approach to interacting with callers as needed
  • Independently conducts timely quality audits specific to how employees follow business rules and standards. Coaches and trains employees in specific areas of needed development inclusive of side by side training sessions. Support operational leadership by communicating performance opportunities, performance reporting, and addressing quality issues with action plans created jointly with management teams. Assists with the development, implementation, and facilitation of a training program focused on delivering consistent customer service for new and existing patient access staff across the organization
  • Prepares training course materials and other coaching interventions to address any gaps in knowledge, competency and skills
  • Maintain consistent records of quality monitoring completed by individual representatives name and team groups and track the results for potential performance trends or specific.

Appointment Clerk

Kaiser Permanente
11.2011 - 12.2012
  • Operates in a high volume, highly structured call center environment by responding to incoming calls. Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment utilizing appropriate guidelines.
  • Prioritizes member needs and offers alternatives to members when appropriate.Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.Assign new members a primary care physician, process referrals, book appointments for specialty departments,call members to cancel and reschedule appointments
  • Answer large volume of incoming calls
  • Compose messages to providers or other medical staff based on member requests
  • Utilize databases to give information to members and other callers as requested
  • Initiate change of physician requests
  • Initiate change forms for corrected medical record numbers.Verify and update member demographics.Perform on-line inquiry functions
  • Initiate telephone calls to physicians or other medical office staff when indicated to assist members.

PBX Operator

Kaiser Permanente
10.2009 - 11.2011
  • Receives, directs, scans, and relays routine and emergency calls/pages to appropriate areas and personnel
  • Processes all alarms and emergency codes and pages; notified affected staff and/or external agencies/vendors Provides back-up information services to patients at the facilities after hours
  • Provides courtesy calls to inpatients
  • Processes local and long distance outgoing calls and performs overhead paging in a professional manner
  • Performs clerical duties which include word processing, filing, and photocopying
  • Maintain updates to on-call schedules and works with the Medical Staff Office to maintain a list of physician's personal telephone numbers
  • Works with IT to maintain the telephone directory and updates and compiles new and/or additional telephone/pager listings
  • Notifies appropriate areas of problems or issues that occur
  • Notifies supervisor when problems occur
  • Logs complaints/issues in daily journal; refers problems/special calls to supervisor
  • Responsible for contacting other persons as may be required to on-call schedule and/or procedure.

Department Clerk

Kaiser Permanente
09.2008 - 10.2009
  • Promotes, ensures & improves customer service to internal/external patients. Rigorist appointment scheduling for surgeries, follow ups, routine, consultations, and specialty appointment for ten MD's
  • Conduct high volume of outgoing calls and answer incoming calls per day (120-150).Responsible for pre-registration for procedures
  • Process referral requests within timeframes and guidelines
  • Routes cases to the nurse for review and decision
  • Data entry of pre authorizations of both inpatient and outpatient service request
  • Composed messages for physician/providers, registered nurses, and personnel
  • Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
  • Collection of copayments
  • Verify insurance eligibility.Collect & compile cumulative data & statistics Conducted onboarding training of new hires
  • Independently conducts monthly quality monitoring of department clerks.Motivates, encourages and provides timely feedback to department clerks in a manner that is professional
  • Provides ongoing coaching, reports progress and identifies need for additional training if needed.

Education

No Degree - Selling Skills And Sales Operations

CourseCareers
05.2023

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Hawthorne High School
06.2005

Skills

  • Critical thinking skills
  • MS Word, Excel, Power Point
  • Lotus Notes,Hyperspace EPIC
  • Data Analysis
  • Avaya,CISCO,BEE
  • Salesforce CRM
  • Conflict resolution
  • Professional communication
  • NICE,NICE-IEX
  • DealerTrack,LDR,Orion
  • Inside and Outside Sales
  • Prospecting Skills
  • B2B Sales
  • B2C Sales

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

I make the most of all that comes and the least of all that goes.
Sara Teasdale

Timeline

Sales and Service Representative

U.S Bank
10.2021 - 02.2023

Operations Supervisor

CVS Health
01.2019 - 01.2020

Patient Care Quality Assurance Auditor

Kaiser Permanente
12.2012 - 12.2017

Appointment Clerk

Kaiser Permanente
11.2011 - 12.2012

PBX Operator

Kaiser Permanente
10.2009 - 11.2011

Department Clerk

Kaiser Permanente
09.2008 - 10.2009

No Degree - Selling Skills And Sales Operations

CourseCareers

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Hawthorne High School

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TIFFANY R BROWN