Veronica O'Neil
Lester Prairie,MN
Summary
Experienced and dedicated customer service professional with a strong work ethic and outstanding supervisory skills. Demonstrated ability to handle challenging calls and dissatisfied customers with patience and professionalism. Proficient in providing diligent service while working remotely or in a call center and office environments. Seeking opportunities to further excel and eager to learn.
Overview
14
14
years of professional experience
Work History
Customer Service Representative/Data Entry
Customer Elation
Minnesota
01.2022 - Current
- Inbound and outbound calls with call center atmosphere.
- Collect medical data during calls to input data into the AMP station software.
- Gathered detailed notes for patient representatives and doctors to assist with therapy support during patients' evaluations.
- Properly file MPXR complaints for distribution quality guidelines.
- Remote work-from-home experience for more than 2 years.
- Answered customer inquiries and provided accurate information during weekly and two-week-based evaluations.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support during evaluation periods.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Managed scheduling availability for patients to speak with volunteers regarding personal experiences.
Patient Service Representative
Metro Dental
Chanhassen, MN
08.2014 - 02.2016
- Assisted with the completion of medical forms and records.
- Provided customer service by answering patient questions and addressing concerns.
- Maintained a clean and organized reception area.
- Answered incoming calls in a professional manner.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Ensured all necessary paperwork was completed prior to patient visits.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Scanned documents into electronic health record system as needed.
- Reviewed records and contacted patients with missed or upcoming 6-month appointments.
- Greeted patients upon arrival and directed them to the appropriate area.
- Verified insurance information, collected payments, and scheduled appointments.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Pharmacy Technician/Team Leader
Walgreens
Waconia, MN
09.2010 - 02.2014
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Retrieved medication from shelves based on physician orders and delivered them to pharmacists for review.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Restocked shelves with new supplies of medications as needed.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Delegated tasks appropriately according to individual skill sets.
- Reviewed completed work to verify consistency, quality, and conformance.
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning and end of shift to ensure that amounts were correct and had sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Conducted price checks for special orders or discounts as requested by customers.
Education
High school or equivalent -
Chanhassen High School
Chanhassen01.2012
Skills
- Microsoft Office
- Microsoft Word
- Microsoft Powerpoint
- Phone Etiquette
- De-Escalation Techniques
- Customer Service
- Stock management
- Technical Support
- Credit card payment processing
- Problem-solving abilities
- Medical Scheduling
- Data Entry
- Inbound and Outbound Calling
- Data Collection
- Account updating
- Appointment Scheduling
- Call Management
- Typing 80 WPM
- Leadership experience
- Pricing
- Medical Billing
- Multitasking
- Computer skills
- Payment Processing
- Active Listening
- Multitasking
- High-energy attitude
- Retail sales customer service
- Windows
- Work from home experience
- Call center experience
- Tech savvy
- Quick learner
Timeline
Customer Service Representative/Data Entry
Customer Elation
01.2022 - Current
Patient Service Representative
Metro Dental
08.2014 - 02.2016
Pharmacy Technician/Team Leader
Walgreens
09.2010 - 02.2014
High school or equivalent -
Chanhassen High School
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