Chesney Robinson
Smyrna,GA
Summary
Telehealth Director Highly organized, efficient, effective, and resourceful Healthcare Administration professional with over 9 years of extensive experience in directing business, health care, telehealth, and call center operations. A motivated leader with strong organizational and prioritization abilities. Areas of expertise include communication, management, and relationship building. Autonomously managed telehealth division with consistent accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
MSR
Wheels Up
Atlanta, GA
02.2023 - Current
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided primary customer support to internal and external customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
CSR
BroadPath Healthcare
Atlanta, GA
11.2022 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Site Manager, Area Manager / Telehealth Director
Emergent Testing
12.2020 - 10.2022
- Scheduled shifts for 50+ staff members
- Kept track of and ordered vaccine, medical supply, PPE, and other inventory & supplies
- Created and maintained Indeed job listings
- Interviewed and hired staff
- Delegated responsibilities and reviewed each shift
- Created workflow for new &/or additional services
- Created training documents for new &/or additional services
- Piloted multiple new programs
- Created and managed the telehealth division with complete autonomy
- Primary contact for all vendors (EHR, RPM, CCM)
- Demoed and selected EHR, RPM, and CCM partners
- Created and maintained budget for telehealth division
- Completed staff evaluations and performance improvement plans when necessary
- Monitored social media and online sources for industry trends
- Monitored & implemented changes in government regulations on telehealth
- Provided technical support for for providers, front office staff, and patients
- Collaborated with clinical and non-clinical staff, vendors, and others to ensure best practices
- Devoted special emphasis on punctuality and worked to maintain outstanding attendance record, consistently arriving to work early, ready to start immediately
- Kept track of metrics and reported data to Medical Director and COO
- Kept sites compliant with OSHA, state, and local regulations to prevent unnecessary risks.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
Patient Care Advocate/Trainer/Director of Training & Quality/Site Manager
TeleMed Inc, Wise, Va
02.2014 - 06.2020
- Primary point of contact for multiple high-volume clients
- Worked with clients to resolve problems, improve operations, and provide exceptional customer service
- Worked directly with existing and new clients to build their customizable triage and/or front office functions, making sure to include client requests and requirements
- Managed QA program, including on-site evaluations, internal audits, and client surveys
- Negotiated compromise and/or agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Devoted special emphasis on punctuality and worked to maintain outstanding attendance record, consistently arriving to work early and ready to start immediately
- Saved tens of thousands by researching and implementing revenue as a percentage operations cost-saving initiatives and creating fresh, new approaches to long-standing problems
- Developed team communications and information for site manager, training, and quality workshops
- Proficient in SalesForce, Pipkins, Humanity, Expensify, Homebase, and other CRM and WFM platforms
- Scheduled shifts for 30+employees while also scheduling continuing education and training sessions companywide
- Monitored social media and online sources for industry trends
- Created and maintained training documents for all new clients and updated training guidelines for all existing clients as needed
- Created and maintained spreadsheets to track each employee’s training progress throughout all job tiers
- Ordered office supplies and was responsible for creating and maintaining site budget
- Created all training documents and trained site trainers on all new EHRs and prepared them to train staff
Assistant Teacher
Kid’s Central, Wise
10.2012 - 10.2014
- Created lesson plans for 20 children aged 3-5, individualized based upon individual skill levels
- Scheduled field trips to coincide with lesson plan themes
- Scheduled and held biannual home visits and biannual parent-teacher conferences
- Completed assessments to gauge student’s retention and understanding of information, and to track benchmarks
- Responsible for setting up any additional resources a student may require, such as physical, occupational, speech therapies
Education
University of Phoenix
Phoenix, Az2014
Skills
- Proficient in MS Office (Word, Excel, PowerPoint) Outlook, MS Project, Salesforce and other CRMs
- Proficiency in the following EMRs
EClinicalWorks (eCW)
AdvancedMD
Intend (Dragonfly)
NextGen
CareCloud
Kareo
Athena
EPIC
AllScripts
Practice Fusion
Dr Chrono
- Experience with RPM/CCM platforms
100Plus
AccuHeath
- Proficient in multiple business management platforms
- ClickUp
- Homebase
- Slack
- Creating and managing job listings and campaigns within Indeed and other platforms
- SalesForce
- BLS Certified
- Staffing and Sales Reporting
- Calm and Pleasant Demeanor
- Staff Scheduling
- Investigating Complaints
- Customer Needs Assessments
- Corrective Actions
- Delegating Assignments and Tasks
- Calendar and Scheduling Software
- Employee Performance Evaluations
- Manage Promotions
- Customer Satisfaction
- Vendor Relationships
- Catering Services
- Database Interface and Query Software
- Teamwork and Collaboration
Timeline
MSR
Wheels Up
02.2023 - Current
CSR
BroadPath Healthcare
11.2022 - 02.2023
Site Manager, Area Manager / Telehealth Director
Emergent Testing
12.2020 - 10.2022
Patient Care Advocate/Trainer/Director of Training & Quality/Site Manager
TeleMed Inc, Wise, Va
02.2014 - 06.2020
Assistant Teacher
Kid’s Central, Wise
10.2012 - 10.2014
University of Phoenix