Tricia Ward
Slippery Rock,PA
Summary
Dynamic Care Center Agent with a proven track record at Independence Health System, excelling in customer service and complaint resolution. Recognized for training new employees and fostering a positive team environment. Skilled in documentation and critical thinking, ensuring patient satisfaction through clear communication and a goal-oriented mindset.
Overview
3
3
years of professional experience
Work History
Central Communications
Independence Health System
04.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across evening, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Answer calls for over 40 answering services
- Answer the main line for two hospitals
- Called codes for hospital over intercom and also answered all patient rooms
Care Center Agent
Independence Health System
08.2022 - Current
- Maintained accurate records of client communications and charts
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Team Leader
- Train new employees virtually
- Resolved customer complaints
- Multitasking
- Schedules appointments and procedures
- Answers and redirects informational chat for hospital website
Education
Medical/Executive Secretary Certificate - Medical/Executive Secretary
Mercer County Career Center
Mercer, PA05-1995
Skills
- Problem-solving skills
- Patient service and care
- Organizational skills
- Goal-oriented mindset
- Clear communication
- Updating patient charts
- Team Lead
- Call handling
- Ensuring patient satisfaction
- Critical thinking
- Polite communication skills
- Internet savvy
- Follow-up calling
- Customer service
- Microsoft office
- Attention to detail
- Resolving Issues
- Gathering Information
- Telephone skills
- Data entry
- Time management
- Organization skills
- Verbal and written communication
- Appointment scheduling
- Data inputting
- Calendar management
- Typing speed
- Information protection
- Phone etiquette
- Call redirecting
- Call answering and routing
- Computer proficiency
- Checking and updating insurances
- Decision-making
- Staff training and development
- Complex Problem-solving
- Multitasking Abilities
Timeline
Central Communications
Independence Health System
04.2024 - Current
Care Center Agent
Independence Health System
08.2022 - Current
Medical/Executive Secretary Certificate - Medical/Executive Secretary
Mercer County Career Center
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