Summary

Overview

Work History

Education

Skills

Timeline

Trudy Downes

Lauderdale Lakes,Florida

Summary

Objectives To obtain a responsible role in the field of Customer Service where my skills and Knowledge can be enhanced and utilized effectively, using the customer service and team building skills I have learned, I would like to further myself by assisting others and expanding my range of abilities. So that I can Excel in a fast-paced environment and multi-task, Working independently and as part of a team. Committed to excellence, and adapting to changing situations, showing very good communication, and organizational skills. Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at a large medical facility and achieved a 100% repayment rate. Excellent communication skills and empathetic nature enabled the achievement of positive outcomes. Dedicated administrative professional is well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring years of relevant work experience to your team. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

years of professional experience

Work History

Patient Access/ Scheduling Team Support Supervisor

Holy Cross Hospital

2017.05 - 2020.12

Acts as a patient registrar such as verifying demographics and insurance information and providing patient support to ensure optimal patient service
Reviews data in clinical information systems to ensure accuracy
Ensure all patient procedures are scheduled with the right department and obtain all required authorization for the procedures
Monitoring the associates to make sure that we reach our daily Key Performance Indicator(KPI).
Established and updated work schedules to account for changing staff levels and expected workloads.
Coached employees through day-to-day work and complex problems.
Monitored employee and customer interactions to assess the quality of service.
Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient privacy.
Collected and entered patient demographic and insurance data into a computer database to establish patient medical records.
Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Identified insurance payment sources and listed payers in the proper sequence to establish a chain of payments.
Explained estimated costs for medical treatments and answered patient questions to promote a good understanding of proposed services.

Customer Service Rep/Team Support Supervisor/Retention

Convergys

2015.05 - 2017.05

Handle customer inquiries, complaints, billing questions, and payment extension/service requests
Calm angry callers, repair trust, and help my teammates and other colleagues so that we can reach our expectations as a site
Locate resources for problem resolution and design best-option solutions
Handle escalated calls when customers request a supervisor to regain customer trust and make the experience memorable in a positive aspect for our clients.
Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
Supervised 20 customer service agents in providing excellent customer service to callers requiring assistance with billing issues and retention of the customers

Nursing Assistant / HHA

Sunshine Homes

2014.02 - 2015.03

Responsible for taking care of the patients, handling all their queries, taking care of reports and documents daily report, and trained in HIV, HIPPA, OSHA, Alzheimer’s, Domestic Violence, CPR, and First Aid.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Supported needs of 10+ residents under long-term care

Cashier & Supervisor

Lees Food Fair

2009.01 - 2013.01

Oversees the cashier, handles all customer relations, deals with stock taking and data entry, operates a cash register and credit card machine, and balances all transactions at the end of the day for cash reconciliation.
Reconciled cash drawer at the start and end of each shift, accounting for errors and resolving discrepancies.
Mentored new team members on POS system operation, customer service strategies, and sales goals.
Worked closely with shift manager to solve problems and handle customer concerns.
Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Worked flexible schedule and extra shifts to meet business needs.
Helped customers complete purchases, locate items and join reward programs.

Customer Service Rep

ALLIANCE ONE

2004.01 - 2009.01

Proficiently and professionally respond to customer and sales representative’s questions pertaining to orders, product availability, backorders, price, products and services, procedures, and policy
Researched more complex issues regarding delivery follow-up, order tracking, processed credit card payments for orders, and managed account receivables.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Exhibited high energy and professionalism when dealing with clients and staff.
Answered constant flow of customer calls with minimal wait times