Ana Kapetanios

Answer high volume calls. Place orders for custom and stock caskets in QuickBooks. Ensure details of orders are accurate and timely for customer base of over two hundred. Assist customers with questions. Route phone calls to proper office staff. Pull orders and billing slips for daily deliveries. Assist in processing the billing of orders for financial staff. Print daily reports. Created stock cards in Word and Excel. Manage timecards for staff of forty employees.

Managed front desk operations, ensuring efficient patient check-in and appointment scheduling. Utilized the EMD system for obtaining, and verifying personal, medical, and insurance information. HIPAA knowledge. Provided exceptional customer service, addressing inquiries and resolving issues promptly. Answered high call volumes. Assisted with supplements sales in the ATREX system. Received and stocked supplements, and supplies. Cash/credit card handling, and balancing at the end of each day. Data entry.

• Answered 100+ calls daily to schedule appointments for seven medical practices in the surrounding area. Scheduled patient appointments in the EPIC system. Assisted patients on the phone to determine the appropriate appointment type with their provider. Routed calls to the proper medical personnel. HIPAA knowledge.

• Greeted participants and visitors to the office. Answered phone calls, and routed them to the appropriate staff. Scheduled participant rides with company driver. Scanned and filed confidential documents in the EHANA system. Ensured participant address and phone numbers were up to date in the system. Managed office supply inventory. Kept waiting areas and break room neat and tidy. Created monthly activity calendars for participants in Excel. Assisted counselors and managers with participant issues as needed.

• Greeted and checked-in patients. Obtained and verified personal, medical, and insurance information. Scanned, and filed patient information and referrals for office records in NOAH, and Hearing Fusion software. Answered phones, and assisted patient questions. Scheduled, rescheduled, and confirmed patient appointments. Coordinated the doctors schedule and notified the doctor of an arrival, or delay of a patient. Assisted patients with physical disabilities. Managed office supply inventory using Excel. Received deliveries and organized supplies in lab, exam room, and waiting area.

• Supervised compliance and quality control for a marketing and lead generation company. Evaluated the performance of the network of call center agents to ensure scripts were adhered to, qualifiers met and quality parameters were consistent with the standards established between the company and its clients. Reported to senior management on center performance.

• Packet and brochure fulfillment of fundraising materials. Prepared materials for shipment. Accurate record keeping of customer order numbers, and dates for receiving/shipping. Logged orders and data entry of customer orders using Windows/ Yankee Candle software.

• Greeted clients and visitors to the office. Wrote, sent, and replied to customer service e-mails/inquiries. Uploaded photos and wrote descriptions for items sold through retail shopping portal. Printed labels for shipments. Tracked sales orders. Processed credit card information for orders. Heavy filing of invoices and receipts. Copywriting for marketing campaigns. Faxed, scanned, photocopied, and shredded confidential files when needed. Processed incoming and outgoing mail and packages. Answered and routed incoming phone calls. Scheduled appointments between employees and clients. Coordinated travel arrangements for employees and visiting clients. Filed and maintained confidential files. Maintained cleanliness of reception area. Stocked and replenished all office supplies.