Zoua Vue
Saint Paul,MN
Summary
Bilingual – fluent in English and Hmong Communicates professionally with patients, strong customer service skills Thrives when working alone or in teams to solve problems, excellent time management skills Capable of working in a fast-paced environment; flexible in ever changing situations Proficient in Microsoft Office Suite/Excel and EPIC; critical thinker and problem solver
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
UCare Minnesota
Minneapolis, MN
2022 - Current
- Delivered exceptional customer support by resolving inquiries and issues promptly, enhancing overall patient satisfaction.
- Coordinated communication between patients and healthcare providers to facilitate efficient care delivery and service access.
- Managed follow-up processes for patient concerns, ensuring timely resolutions and maintaining high service standards.
- Trained new team members on customer interaction protocols, promoting a consistent and positive experience for all clients.
- Facilitated cross-departmental collaboration to streamline processes that impact the customer experience positively and efficiently.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Registration Team Lead/ Interim Manager
Theda Clark Medical Center
Neenah, WI
01.2022 - 07.2022
- Assisted in patient registration and verified insurance details. Supported staff shift scheduling and maintained daily safety reports for hospital operations.
- Spearheaded interdepartmental collaboration initiatives to optimize hospital operations.
- Supported registration and emergency department operations through regular staff meetings for quarterly and monthly reviews. Assisted in one-on-one performance discussions to boost team engagement. Used KPIs to evaluate and enhance staff performance. Created process mapping to reduce risks related to fraud, waste, and abuse. Reported to director of registration and chief medical officer. Aided in cost reduction initiatives in healthcare.
- Ensure accurate data collection, oversee front -end revenue cycle, ensure accurate patient registration .
- Ensure all staff follow health regulations . Train new staff and optimize patient flow.
Communication Specialist Dispatcher
Theda Care Regional Medical Center Neenah
Neenah, WI
12.2019 - 01.2022
- Assists with Emergency Department overhead paging emergency codes
- Assists with scheduling patients for walk in care, surgery, admission, observations, outpatient, and labor and delivery
- Trains new employees in EPIC insurance verification and Send Word Now
- Assists in implementations within Emergency Registrar Department with emergency code calls
- Monitored and documented patient flow, contributing to efficient department operations daily.
- Engaged with healthcare providers to clarify patient needs and improve service delivery.
- Processed patient inquiries through electronic systems, maintaining accurate records for compliance.
- Collaborated with clinical teams to enhance communication protocols for emergency situations.
- Provided real-time updates on call statuses to ensure prompt responses from medical staff.
- Streamlined internal communication processes by implementing effective communication tools and platforms.
Supervisor, Medical Receptionist
Fox Valley Pulmonary Medicine
Appleton and Neenah, WI
05.2019 - 12.2019
- Assists with Emergency Department overhead paging emergency codes
- Assists with scheduling patients for walk in care, surgery, admission, observations, outpatient, and labor and delivery
- Trains new employees in EPIC insurance verification and Send Word Now
- Assists in implementations within Emergency Registrar Department with emergency code calls
- Monitored and documented patient flow, contributing to efficient department operations daily.
- Engaged with healthcare providers to clarify patient needs and improve service delivery.
- Processed patient inquiries through electronic systems, maintaining accurate records for compliance.
- Collaborated with clinical teams to enhance communication protocols for emergency situations.
- Provided real-time updates on call statuses to ensure prompt responses from medical staff.
- Streamlined internal communication processes by implementing effective communication tools and platforms.
Emergency Registrar
Theda Care Regional Medical Center Shawano
Shawano, WI
11.2015 - 05.2019
- Assists with Emergency Department overhead paging emergency codes
- Assists with scheduling patients for walk in care, surgery, admission, observations, outpatient, and labor and delivery
- Trains new employees in EPIC insurance verification and Send Word Now
- Assists in implementations within Emergency Registrar Department with emergency code calls
Education
Associate Degree - Leadership Development
Northeast Wisconsin Technical College
Green Bay, WI12.2021
Quality Improvement And Innovative Certification - Quality Improvement
Northeast Wisconsin Technical College
Green Bay, WI03.2020
Health Care Leadership - Health Care Management
Northeast Wisconsin Technical College
Green Bay, WI12.2018
Supervison Certification - Supervision
Northeast Wisconsin Technical College
Green Bay, WI08.2018
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Quality assurance
- Product knowledge
- Active listening
- Customer response
- Appointment scheduling
- Product or service support
- Technical troubleshooting
- Time management
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Analytical thinking
- Workflow management
- Attention to detail
- Microsoft windows and office
- Customer service
- Teamwork and collaboration
- Interpersonal skills
- Organizational skills
- Highly professional
- Call center operations
- Tracking and documentation
- Project coordination
- Creative issue resolution
- Troubleshooting network issues
- Auditing service requests
- Incoming call management
- System performance assessments
Certification
- Supervisor Certificate/HealthCare Management Certificate Aug 2018 - Dec 2018
- Quality Improvement Certificate March 2020
COMMUNITY INVOLVEMENT/VOLUNTEERING
- Altrusa House, Organizer, Donations, 2017-12
- Evylah's Lemon Love, Pediatric Cancer, Ambassador, 2016-07
Accomplishments
Raising Awareness for Pediatric Childhood Cancer. Raising money to help other families as I too went through this. Raising money for Alex’s Lemonade in honor of my daughter. #Supersibs
Timeline
Registration Team Lead/ Interim Manager
Theda Clark Medical Center
01.2022 - 07.2022
Communication Specialist Dispatcher
Theda Care Regional Medical Center Neenah
12.2019 - 01.2022
Supervisor, Medical Receptionist
Fox Valley Pulmonary Medicine
05.2019 - 12.2019
Emergency Registrar
Theda Care Regional Medical Center Shawano
11.2015 - 05.2019
Associate Degree - Leadership Development
Northeast Wisconsin Technical College
Customer Support Specialist
UCare Minnesota
2022 - Current
Quality Improvement And Innovative Certification - Quality Improvement
Northeast Wisconsin Technical College
Health Care Leadership - Health Care Management
Northeast Wisconsin Technical College
Supervison Certification - Supervision
Northeast Wisconsin Technical College