Yazmin Clarke

• Job Summary:
• Assisted members and potential members with their needs; explain services, opens new accounts, responds to problems and direct members to the appropriate
• Employees. Demonstrates a broad knowledge of products, processes and services and delivered solutions through various communication channels.
• Job Responsibilities:
• The position required prioritizing and completing all assigned tasks in a timely and efficient manner, adjusting for changing priorities and availability of resources and demonstrating initiative in identifying additional job-related tasks to be completed when time permits. Actual duties vary and changed depending on the business needs of the department and OCCU.

• Consistently demonstrate alignment with OCCU vision and values.

• Provide members and potential members with accurate and precise information about all

• Maintain a high level of professionalism and utilize problem resolution skills to assist members.

• Respond to member requests using one or more communication channels, including the

• Identify cross-sell opportunities and cross-sell services to members.

• • Maintain appropriate and accurate member account information and records.
• Understand and adhere to OCCU’s member privacy policy and appropriately verify
• members and accounts according to expectations.
• • Receive, process and post financial transactions, including deposits, withdrawals and loans.
• Managed appropriately 80-100 incoming calls per day.

• Consistently provide prompt, accurate and courteous service using a professional attitude, personal ownership and extensive knowledge to resolve member needs and

• • Act as a liaison between members and various organizations and departments.

• Provided compassionate support to patients during their healthcare journey, addressing concerns and answering questions about appointments promptly.
• Demonstrated excellent problem-solving skills when faced with scheduling conflicts or last-minute changes, finding solutions that satisfied both patients and providers alike.
• Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
• Coordinated with other departments for seamless patient transfers, expediting necessary follow-up appointments.
• Handled cancellations professionally, rescheduling patients in a timely manner while minimizing disruptions to daily operations.
• Maintained confidentiality and adhered to HIPAA regulations when handling sensitive patient information during the scheduling process.
• Answered phone calls and messages for all-physicians in the medical facility, scheduling appointments, and handling patient inquiries.
• Scheduled patient appointments using electronic health record systems to optimize clinic workflow.

• Appointing: Review medical chart to appoint according to scripts and guidelines., Schedule/reschedule/cancel appointments for services, according to scripts and guidelines., Places calls for appointment reminders and quality measure outreach., Collect care specific information for Primary Care or Specialty Care services., Messaging: Review medical chart to collect information for messages to send to health care team., Routes incoming calls from patients, physicians, nurses and other departments according to scripts and guidelines., Answers routine administrative inquires., Forwards medical and other complex inquires to appropriate personnel
• Take messages as necessary., Manage electronic in-basket in multiple system applications
• General Services: Assist patients by providing phone numbers, facility directions and office layouts; directing to other departments and administrative services for further information, for example (but not limited to) Membership Services, Dental and Pharmacy
• Handle ingoing and outgoing departmental mail and correspondence with patients
• Other related duties as developed per department need
• Registration: Verify insurance eligibility and/or update all demographic information per regional policies, including Personal Provider Selection, Language Preference and Special Needs
• Request and/or obtain patient medical record number when necessary
• Verify health insurance coverage and follow appropriate policy/procedure
• Explain co-pays, cost shares and any other applicable fees
• Create Guarantor accounts as necessary before and after Membership Service Department hours
• Complete Scheduling form with above data and transfer to Registration for completion of pre-registration and pre-verification functions
• Refers to financial counselor as appropriate
• Collect past due balances as appropriate
• Practice Organization: Coordinate referrals process including wait lists per department policies and procedures
• Track referrals to specialty care by utilizing consultation/ referral system as needed in those areas where this responsibility currently exists for individual in this classification
• Request copies of films, CD's, test reports, and results from outside facilities Coordinate schedules per department guidelines to maximize access
• Collect and organize data per department guidelines
• For example, researching and collating data from Health Connect, online quality and performance reports, MOV data, and other sources, on ongoing basis
• Develop and submit ongoing reports as requested including statistics, charts, and graphs using multiple computer programs and business math skills.
• Enhanced customer satisfaction by efficiently addressing and resolving customer inquiries and concerns.
• Managed approximately 10 incoming calls per day from patients, RN and Doctors.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Responsible for handling incoming phone calls, email correspondence and outbound calls to customers who have left messages during off hours
• Making calls following script and without varying from it
• About 100 calls a day
• Handling various complicated cases and various scripts
• Communicating and helping one another in the team through chat.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.

• High Volume Inbound call handling
• Troubleshooting customers' accounts, resolving complex internal/external issues, researching and communicating with laboratory personnel in order to get consumers' results on their profiles
• Usage of various computer programs to update and identify customers' information.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Managed approximately 80-100 calls per day from customers.

• High volume call handling
• Assisting customers with account management, troubleshooting, updating files, problem solving complex customers' accounts and billing inquiries, guiding customers through their online accounts, selling wireless, TV & Internet services to existing customers
• Customer retention.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed approximately 100-120 incoming calls per day from customers.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Maintained high level of product knowledge to provide accurate information and support to customers.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Utilized CRM systems to accurately track customer interactions and update account information.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.