Victoria Allen
Phoenix
Summary
Highly motivated professional with experience providing exceptional customer service in a healthcare setting. Proven history of successfully managing patient accounts, resolving issues, and promoting patient satisfaction. Expert in utilizing interpersonal skills to build relationships and foster trust with patients. Exceptional ability to manage multiple tasks and adapt quickly to changing situations.
Overview
8
8
years of professional experience
Work History
Access Specialist Team Lead
Medstar Health NRH
11.2021 - Current
- Answer incoming calls in a cordial, professional and timely manner
- Transfer calls to appropriate individuals
- Take accurate, thorough messages
- Oversees daily operation and communication to Access Specialists so that contacts are answered in a timely, efficient and knowledgeable manner
- Consistently demonstrates expert knowledge of MedStar contact center scheduling protocols and operations
- Capable of performing the job duties of an Access Specialist
- Maintains the access specialist team staffing schedule to ensure proper distribution and coverage of contact center operations
- Supports the service line director by identifying and resolving scheduling conflicts when necessary
- Assists service line director with continual evaluation of processes and procedures
- Responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers
- Develops contact center reports as assigned by the service line director
- Facilitated communication between providers, patients, and insurance companies to resolve any issues related to coverage or authorization requests effectively.
Client Service Associate
Morgan Stanley Wealth Management
01.2019 - 11.2021
- Answer incoming calls in a cordial, professional and timely manner
- Transfer calls to appropriate individuals
- Take accurate, thorough messages
- Enter wire transfers and cash transfer to external banks
- Maintain existing client relationships through the processing of client requests, resolving client inquiries, and making sure key client information and documentation is up to date
- Responded proactively and positively to rapid change.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
Customer Care Representative
Mercedes-Benz of Hunt Valley
04.2017 - 01.2019
- Conduct outreach to maintain strong relationships with client base and identify Firm services and solutions, such as digital, online access and cash management offerings, that support clients' needs
- Onboard new client accounts, which includes the collection of required documentation and client information
- Support the team's marketing strategy by maintaining marketing materials, including digital and social media platforms, and planning client events and seminars
- Contributed to team success, consistently achieving call center performance metrics.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Education
No Degree - Medical Billing And Coding
Morgan State University
Baltimore, MD06-2025
High School Diploma -
Chesapeake High School
06.2010
Skills
- Clerical
- Active Listening
- Customer and Personal Service
- Time Management
- Computers and Electronics
- Coordination
- Administration and Management
- Adaptability
- Expert Communication
- User Training
- Remote Access Tools
- Customer Support
- Problem Solving
- Quality Assurance
- Team Collaboration
- Performance Monitoring
- Customer Service
- Attention to Detail
- Punctual and Hardworking
- Multitasking
- Multitasking Abilities
- Critical Thinking
- Registration and Scheduling
- Organizational Skills
- Caring and Empathetic
- Adaptability and Flexibility
- Detail Oriented
References
References available upon request
Timeline
Access Specialist Team Lead
Medstar Health NRH
11.2021 - Current
Client Service Associate
Morgan Stanley Wealth Management
01.2019 - 11.2021
Customer Care Representative
Mercedes-Benz of Hunt Valley
04.2017 - 01.2019
High School Diploma -
Chesapeake High School
No Degree - Medical Billing And Coding
Morgan State University
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