Tori Gratz

Leaving due to contract ending

• Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
• Reviewed and went over QA scores
• Serve as a primary point of contact via phone, email, and online chats, addressing inquiries, concerns, and complaints with empathy and professionalism.
• Collaborated with teams to enhance customer satisfaction.
• Analyzed customer feedback to identify trends and recommend improvements.
• Maintain deep knowledge of Novo Nordisk products, program eligibility, and the diabetes/obesity management landscape to effectively educate customers and healthcare providers.
• Managed customer accounts, ensuring accuracy in order processing orders and applications.
• Handled inbound customer inquiries on behalf of Novo Nordisk, using standard procedures and scripts to address product, service, and account-related questions.
• Provide empathetic support, document customer interactions, and achieve performance goals related to call quality and customer satisfaction.
• Remote

As a skilled Patient Care Coordinator II I did the following:

• Processed patient invoices
• Managed cash and processed all payments (cash or card)
• Verified insurance with patients
• Dental Assisting - taking dental impressions, using 3D dental scanner (3Shape software) for crowns, implants, dentures and sending them to labs.
• Sterilising instruments and rooms.
• Send out preauthorizations for procedures
• Managed patient appointments, scheduling procedures, and coordinating with dental staff to optimize efficiency
• Send out Dental Claims for insurance reimbursement
• Maintained accurate and up-to-date patient records, including medical history, treatment plans, and insurance information
• Provided exceptional customer service by addressing patient inquiries, resolving concerns, and ensuring satisfaction
• Ensured compliance with HIPAA regulations by maintaining confidentiality of patient information at all time
• Coordinated patient check-in and check-out processes and handling payment collection
• Answered phones, addressed patient inquiries, and provided information about dental services
• Managed patient recalls and follow-up appointments, improving patient retention

As a skilled Patient Service Coordinator I did the following:

• Processed patient invoices
• Managed cash and processed all payments (cash or card)
• Dental Assisting- cleaning instruments, taking impressions and xrays.
• Providing assistance during procedures by applying four handed dentistry.
• Payments and account handling
• Provided excelling customer service
• Experience with patient scheduling, insurance verification, and records management.
• Maintained accurate and up to date patient records, including medical history, treatment plans, and insurance information
• Performed administrative tasks such as data entry, billing coordination, insurance verification for smooth operations

• Implemented behavior intervention plans for clients with autism spectrum disorder, and clients with behavioral behaviors, resulting in significant improvements in social and communication skills
• Conducted functional behavior assessments to identify the underlying causes of challenging behaviors and developed targeted interventions to address them.
• Provided one-on-one therapy sessions using evidence-based techniques such as Applied Behavior Analysis (ABA) to teach adaptive skills and reduce problem behaviors.
• Monitored client progress through data collection and analysis, making adjustments to treatment plans as needed for optimal outcomes.
• Worked closely with parents/caregivers to provide training on implementing behavioral strategies at home and generalizing skills across different environments.
• Participated in team meetings and case conferences to discuss client progress, share insights, and coordinate care across disciplines.
• Maintained accurate documentation of therapy sessions, progress notes, behavior data sheets, incident reports, etc., ensuring compliance with legal requirements
• As a skilled RBT I did the following:

• Delivered exceptional customer service, ensuring customer satisfaction and loyalty.
• Handled customer inquiries and complaints efficiently, resolving issues in a timely manner.
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Handled cash transactions accurately using POS system while maintaining a balanced cash drawer at the end of each shift
• Resolved customer complaints or concerns promptly and professionally to ensure a positive dining experience