Cheralyn Crawford
FOREST HILL,MD
Summary
Accomplished Customer Service Representative with a proven track record at Johns Hopkins Hospital, showcasing expertise in call center operations and exceptional customer service optimization. Demonstrated ability to maintain over 90% QA in high-volume environments, adept in Microsoft Office Suite, and recognized for tactful, diplomatic interactions. Achieved significant improvements in scheduling efficiency and data management, reflecting a strong blend of analytical and interpersonal skills.
Overview
12
12
years of professional experience
Work History
Patient Access Specialist II
Johns Hopkins Hospital
03.2014 - 08.2020
- Performed patient scheduling and registration functions.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment and need for prior authorization.
- Maintained over 90% QA on multi-line phone systems while handling up to 100 calls/day.
Administrative Assistant
Hope Health Systems
05.2011 - 01.2013
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Handled client intake, scheduling and insurance verification/authorization.
- Created/maintained schedules for 10+ providers in addition to scheduling transportation and coordination routes for multiple drivers.
- Implemented and oversaw new filing system for multi-provider client charts.
Receptionist/Technician
Erdman Animal Hopspital
06.2008 - 01.2011
- Efficiently completed administrative tasks to expedite patient care of busy walk in clinic that cared for over 50 patients/day.
- Responded to inquiries from callers seeking information, and scheduled necessary procedures.
- Managed multiple tasks and met time sensitive deadlines in reference to patient care for 4 providers.
- Assisted providers with lab tests, surgery, dispensing medication/filling prescriptions, and coordinating patient aftercare.
Skills
- Call center operations
- Statistical data management
- Data Entry
- Scheduling
- Complaint resolution
- Tactful and diplomatic
- Call escalation
- Customer service optimization
- Microsoft Office Suite
- Adept
Timeline
Patient Access Specialist II
Johns Hopkins Hospital
03.2014 - 08.2020
Administrative Assistant
Hope Health Systems
05.2011 - 01.2013
Receptionist/Technician
Erdman Animal Hopspital
06.2008 - 01.2011
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