Abria Dunn
Atlanta
Summary
Dynamic professional with extensive experience at Emory Healthcare, excelling in customer service and process improvement. Proven ability to train teams and enhance patient interactions while managing multiple priorities. Skilled in problem-solving and maintaining a calm demeanor under pressure, ensuring optimal satisfaction and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Arrival Specialist Senior
Emory Healthcare
Atlanta
07.2022 - Current
- Trained new staff on operational procedures and patient interaction protocols.
- Scheduled patient appointments and coordinated necessary follow-up visits.
- Provided comprehensive administrative support for patient care staff.
- Liaised with patients, doctors, and staff to enhance communication and interaction.
- Received and routed messages and documents to appropriate care team members.
- Assisted in scheduling various procedures and imaging related to patient care.
Customer Care Representative
Elevance Health/Blue Cross Blue Shield
01.2022 - 07.2022
- Assisted members with inquiries regarding health benefits and coverage options.
- Educated clients on policy details and claims processes for clarity.
- Maintained up-to-date knowledge of company policies and health care regulations.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
Catering Coordinator
Panera Bread
07.2018 - 04.2022
- Communicated with customers to review catering goals and budget, deliver quotes and proposals, schedule events and carry out catering needs as contracted.
- Analyzed catering orders and liaised with staff to set up equipment, supplies and menus to meet client expectations.
- Maintained extensive calendar of events and attended necessary event meetings and conference calls.
- Handled incoming company phone calls, addressing customer needs, concerns and deadlines to promote retention and satisfaction.
- Handled important customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Education
Nursing Administration -
Georgia State University
Clarkston, GA05.2020
High School -
Tucker High School
Tucker, GA05.2018
Skills
- Customer Service
- Time Management
- Problem Solving
- Multitasking and Prioritization
- Efficient and Detail Oriented
- Professional Phone Etiquette
- Calm and Professional Under Pressure
- Team Leadership
- Process improvement
Certification
- Employee of the Year at Panera Bread, 07/01/18
- Employee of the Year at Panera Bread, 04/01/19
- Employee of the Year at Panera Bread, 06/01/20
Awards
- Awarded the GPA Achievement Award.
- Received Honor Roll all four years of high school.
Timeline
Patient Arrival Specialist Senior
Emory Healthcare
07.2022 - Current
Customer Care Representative
Elevance Health/Blue Cross Blue Shield
01.2022 - 07.2022
Catering Coordinator
Panera Bread
07.2018 - 04.2022
Nursing Administration -
Georgia State University
High School -
Tucker High School