Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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WHITNEYANN MILLER

Fort Lauderdale,FL

Summary

Experienced, Dedicated and Detail-oriented professional with a strong background in Administrative Healthcare and Technical Support. Adept at resolving complex issues, optimizing system functionality, and delivering exceptional customer satisfaction. Strong knowledge of systems and a commitment to ensuring the highest standards of patient and customer care through effective support and service delivery. To seek and maintain a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience

Work History

Senior Client Services Manager

Senior Nannies
04.2019 - 12.2022
  • Overseas care coordination team to ensure clients and caregivers receive the highest level of customer service
  • Train new care coordination hires
  • Executed service solution demonstrations with internal and external clients.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
  • Created user accounts and assigned permissions.
  • Recruiting, interviewing, screening, selecting, and hiring new caregivers in accordance with our employee hiring procedures and AHCA regulations
  • Managing client and caregiver schedules to ensure shifts are staffed
  • Assisted in organizing and overseeing assignments to drive operational excellence
  • Established team priorities, maintained schedules and monitored performance
  • Conducting Orientation and ongoing re-orientation/training sessions
  • After hours support for clients and caregivers including evenings and weekends support included email, telephone calls, texting and scheduling
  • Ensuring caregiver compliance with licenses/certificates, and time reporting systems
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution
  • Assisting with administrative and paperwork duties in the office
  • Managed over a 100 assigned clients.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Advised developers on problems with databases, performance and other issues.
  • Responded to customer inquiries and provided accurate information about services via Phones, Emails, and Live chats.
  • Used ticketing systems to manage and process support actions and requests.

Product Support Specialist

Wix.com
02.2017 - 01.2018
  • Assisting US and International users with Problem-solving in in Website Building.
  • Assisting in improving site SEO and solving account access cases
  • Upselling Premium plans
  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail
  • Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls
  • Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs
  • Monitored system performance to identify potential issues
  • Tested new software and hardware prior to deployment.
  • Used ticketing systems to manage and process support actions and requests.

Palliative Care Coordinator

Vitas Healthcare
08.2015 - 10.2016
  • Receive referrals and conducts appropriate assessments for palliative care patients, verify insurance, schedule physician visits, store physician paperwork, collect and get data entered in a certain time frame for billing
  • Created customized care plans, working with hospital staff and families to assess and meet individual needs
  • Established and maintained effective communication with staff, physicians and community organizations to promote high-quality patient care
  • Communicated with patients, ensuring that medical information was kept private
  • Discussed medical histories with patients in effort to provide most effective medical advice.
  • Created user accounts and assigned permissions.
  • Generated reports to track performance and analyze trends.

Patient Care Secretary

Vitas Healthcare
06.2013 - 07.2015
  • Maintain communication between patient's families and team members
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff
  • Kept information confidential and followed HIPAA guidelines to maintain patient trust
  • Organized paperwork such as charts and reports for office and patient needs
  • Maintained current and accurate medical records for patients
  • Used knowledge of medical terminology to transcribe patient information from written copy, electronic equipment, or verbal direction
  • Maintained office supplies inventory by checking stock, anticipating department needs, and placing and expediting orders
  • Prepared and processed patient referrals and transfer requests
  • Placed new supply orders, managed inventory and restocked clerical spaces
  • Received and routed laboratory results to correct clinical staff members
  • Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.

Education

High School Diploma -

Everglades High School
Miramar, FL
06.2009

Skills

  • Customer Support
  • Customer Retention
  • Medical Terminology
  • Software as a Service (SaaS)
  • Problem-Solving
  • Case Management
  • Project Management
  • Training and Development
  • Critical Thinking
  • New Hire Orientations
  • Recruitment and Hiring
  • Microsoft Word
  • Powerpoint
  • Scheduling
  • Staffing Coordination
  • Data Entry
  • Upselling
  • Insurance Verification
  • Computer Literacy
  • Compliance Management
  • Customer Escalation Management
  • Customer Account Management
  • Troubleshooting and Assistance
  • Support Ticket System Management
  • Application Installation

Additional Information

  • ADDITIONAL INFORMATION , Willing to relocate: Anywhere, Authorized to work in the US for any employer

Timeline

Senior Client Services Manager

Senior Nannies
04.2019 - 12.2022

Product Support Specialist

Wix.com
02.2017 - 01.2018

Palliative Care Coordinator

Vitas Healthcare
08.2015 - 10.2016

Patient Care Secretary

Vitas Healthcare
06.2013 - 07.2015

High School Diploma -

Everglades High School

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WHITNEYANN MILLER