Yanna Hart
Summary
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in EPIC and SalesForce. Articulate and highly-skilled Inbound Call Center Representative provides accurate and friendly customer service. Manages customer inquiries daily in fast-paced environment to meet deadlines while working within strict metrics. Drives loyalty and strengthens customer relationships through exceptional experiences and valuable insights.
Overview
7
7
years of professional experience
Work History
Patient ServiceRepresentative
Scripps Coastal Medical Center Call Center
San Diego, CA
05.2022 - 09.2023
- Delivered exceptional patient service in a fast- pace environment by answering 70-80 calls per shift as well as, sent medical inquiries to back office through patients portal
- Proactively memorized over 15 job aids and workflows to ensure highest quality service for patients
- Booked over 50 appointments per shift by using EPIC and relayed medical results (MRI X-RAY,ULTRASOUNDS,LABS) to patients verbatim
- Acted as the main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
Program Specialist
Labcorp
11.2021 - 05.2022
- Provided administrative support by handling inbound calls while utilizing a courteous and professional manner, and completing data entry functions while maintaining complex databases
- Met and exceed daily productivity goals, including high call volume and consistently earned top survey satisfaction scores
- Maintained regular communication between departments via email and phone calls to coordinate program logistics
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Established goals and created action plans to achieve goals.
Customer Service Associate
CVS Pharmacy
San Diego, CA
09.2019 - 11.2021
- Warmly welcomed and provided exceptional customer service 200-900 customers per shift, in person or over the phone
- Offered product information, supported pharmacy patients with information on prescriptions and vaccines, advertised store incentives and offers, and assisted with locating merchandise
- Trained new employees to ensure store protocol was achieved.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Associate
Famous Footwear
El Cajon, CA
10.2018 - 01.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
Sales Associate
TJ Maxx
Santee, CA
02.2017 - 07.2017
- Greeted about 900 customers per shift, offered advice on products
- Gave customers honest opinions on shoe styles and ensured a great shopping experience
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
High school diploma -
Grossmont Secondary Charter School
Skills
- Money handling skills
- Excel
- Word
- SharePoint
- Sales Force
- Data Entry
- Problem solving
- De-escalating
- Data gathering
Timeline
Patient ServiceRepresentative
Scripps Coastal Medical Center Call Center
05.2022 - 09.2023
Program Specialist
Labcorp
11.2021 - 05.2022
Customer Service Associate
CVS Pharmacy
09.2019 - 11.2021
Sales Associate
Famous Footwear
10.2018 - 01.2019
Sales Associate
TJ Maxx
02.2017 - 07.2017
High school diploma -
Grossmont Secondary Charter School