Mary Smith
Springfield
Summary
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
14
14
years of professional experience
Work History
Patient Service Representative
Baystate Health
Springfield, MA
05.2014 - Current
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Facilitated effective communication between patients and healthcare providers, enhancing service delivery.
- Utilized electronic health record systems to maintain accurate patient information and documentation.
- Managed high-volume call flow while maintaining quality standards and customer satisfaction.
- Possesses and utilizes customer service skills,exceptional written and verbal communication skills
- Experience using Microsoft, Centricity, Athena health, CIS
- Trained new team members on operational procedures and customer service best practices.
- Enhanced customer satisfaction by providing timely and accurate information regarding services.
- Collaborated with cross-functional teams to address complex customer issues promptly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Assistant Team Lead
THING 5
SPRINGFIELD, MA
06.2012 - 05.2014
- Resolved supervisory calls in a professional manner
- Offered floor support when necessary
- Coached agents
- Assists in schedule adjustments for agents
- Evaluated operational challenges, proposing solutions that enhanced overall team productivity.
- Resolved escalated issues quickly and professionally, ensuring customer satisfaction while maintaining company standards.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
Education
High School Diploma -
High School of Commerce
Springfield, MANo Degree - Information Technology
Springfield Technical Community College
Springfield, MA05-2028
Skills
- Problem solving
- HIPAA compliance
- Time management
- Medical terminology
- Data entry proficiency
- Document filing
- System updates
- Clinical data entry
- Multitasking and organization
Timeline
Patient Service Representative
Baystate Health
05.2014 - Current
Assistant Team Lead
THING 5
06.2012 - 05.2014
High School Diploma -
High School of Commerce
No Degree - Information Technology
Springfield Technical Community College