Team Lead - R1RCM - St Johns, FL
(2022-05)
- Provide exceptional customer service and assist patients and families with the check-in process, working across multiple computer systems to register patients efficiently.
- Answer phones and gather accurate patient information quickly in a fast-paced environment.
- Support timely access to care by minimizing registration delays and answering questions with confidence, clarity, and compassion.
- Build trust with patients during moments when they may be ill, anxious, confused, or overwhelmed.
- Navigate diverse insurance plans and coverage details, enter demographics and medical data, collect co-pays, and provide cost estimates when applicable.
- Collaborate with nurses, physicians, and care teams to ensure smooth patient flow.
- Cross-trained in the main Admitting Department and Cashier Department, expanding knowledge of patient registration, financial transactions, and front-end hospital operations.
- Train and support new employees by providing hands-on guidance, coaching, and instruction on department processes, systems, customer service, and performance expectations.
Customer Service Manager - Walmart - St. Augustine, FL
(2014-06 - 2021-04)
Implemented strategies to reduce staff turnover and increase employee engagement while improving service quality and performance metrics.
- Hired, coached, and developed employees to ensure high performance and customer satisfaction.
- Managed daily front-end operations, including scheduling, training, and performance appraisals.
- Maintained accurate records and financial reports, including cash drawers and internal documentation.
- Ensured customers' needs were met with professionalism and efficiency.
- Resolved customer complaints promptly and effectively.
Debt Collector - National Enterprise Systems - Solon, OH
(2012-06 - 2014-06)
- Met and exceeded monthly collection quotas through effective communication and negotiation strategies.
- Maintained accurate and detailed records of all communications and account activities.
- Managed high-volume inbound and outbound calls daily.
- Assisted borrowers in resolving and negotiating repayment options for delinquent Sallie Mae student loan debt.
- Helped customers bring loans into good standing while maintaining professionalism and compliance with regulations.
