LaDestene Herndon

• Delivered exceptional guest experiences by greeting all visitors with warmth and professionalism.
• Safeguarded patient valuables through secure handling and storage within hospital safe protocols.
• Managed incoming phone inquiries efficiently, ensuring all requests were addressed and fulfilled promptly.
• Cultivated positive relationships with management, patients, and medical professionals, effectively managing challenging interactions.
• Maintained a polished and professional appearance in accordance with departmental and hospital dress standards.
• Ensured accuracy in data entry skills to support operational efficiency and patient information integrity.
• Collaborated with physicians and office staff to streamline scheduling, pre-admissions, and Medicaid processes. Addressed and resolved discrepancies in Claims, DNB, and Patient WorkQueues to enhance workflow.

Cross trained in multiple departments to know all company needs and train new employees.

• Analyzed and updated all necessary changes to Salesforce software

• Processed customer service requests via phone support and email support

• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

• Noted customer correspondence in CRM to track requests, problems and solutions.

• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

• Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

• Audited internal data and processes to identify and manage initiatives, improving business performance.

• Recommended metrics and models based on observed trends.

• Worked with internal teams to understand business needs and changing strategies

• Documented customer correspondence in CRM to track requests, problems, and solutions.

• Assisted customers with making payments or establishing payment plans to bring accounts current.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Relayed customer feedback to cross-functional teams to improve products and services

• Trained new hires on products and services, best practices and protocols to reduce process gaps.