         PATIENT HEALTH ADVOCATE       Summary    As a Patient Health Advocate, I am highly motivated and qualified in customer service.  By establishing a quick rapport and utilizing both a calming and inquisitive style, I am confident that my many years of experience will prove to be an asset.  I am seeking a position that will provide a variety of new skills and experience.      Skills          Client relations specialist  Conflict resolution techniques  Focused on customer satisfaction  Skilled multi-tasker         High customer service standards  Call center management experience  Telecommunications knowledge  Proficient with Microsoft Office Suite            Skills     Careful and active listener  Professional and friendly,  Multi-tasking,  Computer Proficiency, Customer Needs Assessment, Customer Service, Data Collection, Data Entry, Documentation, Email, Typing, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook         Experience     November 2016   to   Current     Company Name    City  ,   State    Patient Health Advocate        Ability to motivate patients to utilize therapy equipment in accordance with their physician's direction.  Combined skills encouraging complying with equipment utilization while facilitating an effective and efficient resolution that the patient accepts and can adhere to.  Manage all aspects of patient compliance monitoring for a specified regional and/or state demographic using patient monitoring applications and resources.  Use application to manage administration features, patient administration/data (loading and correcting usage data, creating or editing patient accounts) prioritizing work assignments.  Conduct field office intervention calls to assist staff with specific patient support to overcome barriers and improve their  therapy usage.  Create work orders and schedule patients for field office visits with appropriately trained staff.  Promptly and professionally respond to incoming telephone calls and emails from patients, employees and referral sources.  Monitor patient concerns, patient satisfaction and grievance issues for investigation and resolution.  Assist management in developing solutions to better enhance work flows and process efficiency.         September 2010   to   November 2016     Company Name    City  ,   State    Senior Customer Qualification specialist        Respond to telephone, fax and EDI inquiries and orders from referral sources and homecare patients.  Document referral request for coordination of care.  Provide information on equipment supplies and services.  Assist walk-in patients with the selection of equipment, supplies and services.  Demonstrate professional etiquette and courtesy when interfacing with customers.  Resolve patient/customer complaints by identifying problems and coordinating appropriate corrective action.  Assesses patient needs and promotes company products and services.  Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".         June 2010   to   September 2010     Company Name    City  ,   State    Customer Service Associate/Cashier        Receives payment from customers for the purchase of merchandise.  Operates a cash register and manages cash to no variances.  Provides service to customers.  Processes customer sales to include accepting payment, packs merchandise and issues receipts and change.  Maintains the appearance of store which may include, stocking and performing general housekeeping duties.         November 2008   to   May 2010     Company Name    City  ,   State    Customer Service Supervisor        Supervise a Child Support customer service call center.  Duties included maintaining daily statistics of the unit and monitoring daily performance of service representatives and providing constructive criticism to help them improve their skills.  Serve as a resource to others in the resolution of complex problems and issues using ACSES software.  Bi-weekly submission of payroll.  Hire new employees and administer disciplinary action up to and including termination.  Supervise the daily activity of the call center policy and procedures.         April 2006   to   November 2008     Company Name    City  ,   State    Case Manager        Responsibilities included working with families low-income families to obtain child care assistance.  Semi-annual reviews of cases to determine eligibility for assistance.  Managing new client orientations and communicating daily with clients about the status of their case.          Education and Training     1985     Alameda High School   City  ,   State  ,   United States    General   High School Diploma         