Nicki Johnson
Frederick
Summary
Dynamic Customer Care Coordinator with a proven track record at Maryland Oral Surgery Associates, excelling in customer relations and problem-solving. Enhanced patient satisfaction by proactively resolving issues and streamlining scheduling processes. Recognized for strong organizational skills and a commitment to teamwork, ensuring efficient operations in a fast-paced environment.
Overview
2019
2019
years of professional experience
Work History
Customer Care Coordinator
Maryland Oral Surgery Associates
05.2011 - 11.2018
- Scheduled patients for consultations and surgical appointments
- Verified patient insurance and composed estimates for surgical costs
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Assisted with oral surgery as needed
- Performed daily clerical work such as answering patient phone calls and emails, scheduling patients, verifying insurances, composing patient cost estimates based on their insurance coverage, submitted claims daily to insurance companies both electronically and through mail, entered insurance payments into our medical software, entered patient payments into our medical software, composed end of day tasks and closed down office each evening
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Achieved timely response times by prioritizing tasks effectively under pressure in a fast-paced environment.
Customer Care Coordinator/ Surgical Scheduler
Advanced Pain Management
2008 - 2010
- Took ownership of patient issues to follow problems through to resolution.
- Assisted call-in customers with questions and orders.
- Scheduled patients and obtained important information to enter into our medical database.
- Logged call information and solutions provided into internal database.
- Explained charges, fees, terms of sales, and service agreements to patients daily.
Education
Bachelor of Science - Professional Writing
Frostburg State University
Frostburg, MD05-2005
Skills
- Strong organizational skills
- Customer relations
- Schedule management
- Customer relationship management
- Billing coordination
- Customer experience improvement
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Understanding customer needs
- Conflict resolution
Timeline
Customer Care Coordinator
Maryland Oral Surgery Associates
05.2011 - 11.2018
Customer Care Coordinator/ Surgical Scheduler
Advanced Pain Management
2008 - 2010
Bachelor of Science - Professional Writing
Frostburg State University
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