Strong customer service-focused mentality backed by trusted problem-solving and teamwork skills. Employs patience and empathy to understand and meet customer needs, and a calm demeanor and excellent interpersonal skills to explain products and services in easily understood terms. Track record of being an effective trainer and mentor.
Areas of Expertise:
- Workflow Efficiency
- Volume Coordination
- Judgment & Discretion
- Administrative Support
- Multitasking & Organizational Skills
- Communication Skills
Professional Experience
MSP (2017-Present)
Client Service Coordinator
- Hired into a new customer-facing role with a focus on client retention, data collection, and reporting. Interact with customers daily to build client relationships, resolve problems, and track industry trends. Conduct client welcome calls, introduce new products and services to existing clients, and verify product availability for orders. Collaborate cross-functionally with technicians, sales, shipping, receiving, and vendors to ensure customer satisfaction and support, forwarding sales order concerns to appropriate team members. Respond quickly and professionally to inquiries. Utilize ticketing system to manage requests and communicate with clients and support associates via portal and email to resolve issues within the service level agreement. Internally, train and mentor new staff.
- Enhance the customer experience and satisfaction level by collaborating and providing continual feedback to improve and streamline workflow processes, including client care queue management.
- Ensure client care standards are met by leading client-specific workflows.
- Facilitate clear communication of client issues to allow the support team to handle 90% of requests within a targeted timeframe.
- Handle all welcome calls
- Charged with gathering, reviewing, and presenting client metrics to upper management at weekly meeting.
- Eliminated workflow redundancies by pairing technicians with service coordinators to better manage work.
- Selected for special projects and assignments including system templates, project work, and client retention.
Hospital (2012 -2016)
Administration Coordinator-Radiation Oncology
- Managed administrative, secretarial, and general office support coverage. Coordinated logistics for forums, conferences, seminars, and meetings. Assisted with grant applications, special projects, Joint Commission on
- Accreditation of Healthcare Organizations (JCAHO) preparation, and rollout of system-related projects. Processed human resources and payroll transactions, and generated weekly payroll submissions. Liaised with human resources and payroll to resolve issues.
- Developed, updated, and revised informational flyers, brochures, leaflets, and mailings as well as departmental policies and procedures.
- Developed, orchestrated, and participated in secretarial training programs.
- Implemented new employee training, and mentored staff.
- Enhanced workflow efficiency by working closely with administrative managers and coordinators.
Cancer Center (2002-2012)
Physician Office Specialist-Radiation Oncology (2008-2012)
- Promoted to provide full cross-coverage in offices. Supervised and mentored staff of physician office assistants
- (POAs) and served as a liaison to the clinical team. Participated in multidisciplinary committees, special projects, and task forces, and assisted with rolling out system-related projects.
- Implemented new employee training, and was specifically integral in restructuring and reimplementing training for new Physician Office Assistants (POA).
- Improved workflow efficiency in coordination with administrative managers and coordinators, reviewing practice plans and suggesting revisions accordingly.
- Physician Office Assistant-Radiation Oncology (2002-2008)
- Tasked with medical secretarial support for two physicians, their nursing staff, and patients. Coordinated and scheduled patient tests, procedures, visits, treatment, and consultations. Served as a liaison between patient, family, and clinical team. Screened and assessed requests, and triaged calls. Managed and maintained physicians’ academic and research calendars, and coordinated and scheduled travel plans.
- Worked closely with radiation oncologists to ensure efficient workflow.
- Analyzed and maintained medical records, extracting clinical, pathologic, and therapeutic data in accordance with established ICD-9-CM and CPT-4 AMA coding principles.
Computer Skills
- Proficient in Microsoft Office (Excel, Word, PowerPoint, Teams, Access) and ConnectWise Manage
Language Proficiency
- Fluent in English, Spanish, and Portuguese
