Tina Mikaio

• Enhanced order processing efficiency by streamlining workflows and implementing best practices.
• Reduced order errors with meticulous attention to detail, thorough review, and effective communication.
• Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
• Improved inventory management through accurate tracking of product availability and timely order fulfillment.
• Expedited the order fulfillment process by coordinating effectively with shipping departments and carriers.
• Managed high volumes of orders, consistently meeting deadlines and maintaining accuracy throughout the process.
• Assisted in training new hires on company-specific policies, procedures, systems, and best practices related to order management functions.
• Sent emails to communicate order status and informed customers of back-orders or shipping delays.
• Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
• Maintained knowledge of new product offerings and changes for order provisioning processes.

• Provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email and text.
• Perform a variety of other duties including but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center system.
• Assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of "yes".

Assist with patient calls from multiple locations and specialties, and hours may vary as needed.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Ensure daily processes are followed with respect to all aspects of the member experience.
• Scheduling customers, routing delivery stops, managing routing reports, monitoring delivery routes/stops.
• Resolving failed/incomplete deliveries and communicating Delivery Event changes to the customer.
• Processing Delivery Team calls from the customer's home and ensuring that the customer's issue is resolved on the Day of Delivery.
• The scope includes Market Delivery Operations (MDO), Remote Deliveries, 3rd party clients and all other delivery business partners.
• Set up and activated customer accounts.
• Answered 80+ inbound calls per day and directed to individuals or departments.
• Made outbound calls to obtain account information.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Handles escalated and high-priority customer service issues.
• Resolves/de-escalates and/or escalates issues. Follows through with each issue to resolution by working with internal and external resources as needed.
• Assessed customer account information to determine current issues and potential solutions.