Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robin Werstein

Wrens

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Tri-County Septic
Bellview
04.2024 - 07.2024
  • Implemented innovative methods for streamlining the customer service process.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Developed strong customer relationships to encourage repeat business.
  • Resolved customer complaints promptly and efficiently.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Provided accurate information about products and services to customers.
  • Developed positive relationships with customers through friendly interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Completed day-to-day duties accurately and efficiently.

Radiology Scheduler

Radiology Associates Of Ocala
Ocala
05.2022 - 10.2023
  • Resolved any conflicts or issues related to scheduling errors or missed appointments.
  • Collaborated with radiologists and other medical staff to determine appropriate testing schedules and protocols.
  • Protected medical information against unauthorized access, loss, or corruption by consistently following security protocols.
  • Coordinated patient appointments with physicians, hospitals and other healthcare facilities.
  • Performed data entry tasks as needed, such as entering information into electronic health records.
  • Scheduled diagnostic tests such as X-rays, CT scans, ultrasounds and MRIs for patients.
  • Provided excellent customer service by answering inquiries in a timely manner.
  • Completed day-to-day duties accurately and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Managed household errands and other essential duties.
  • Worked effectively in team environments to make the workplace more productive.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Intake Coordinator

Park Place Behavioral Hospital
Ocala
06.2021 - 09.2021
  • Resolved customer complaints or answered customers' questions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Utilized scheduling software to organize and update daily, weekly, and monthly schedules.
  • Copied and faxed important information for patient and client records.
  • Created and maintained employee schedules to ensure adequate staffing levels.
  • Responded promptly to all customer inquiries regarding availability or schedule changes.
  • Managed appointment setting, cancellations, and rescheduling for clients, enhancing customer satisfaction.
  • Developed effective scheduling processes to achieve production objectives.
  • Provided reminder calls to clients prior to scheduled visits.
  • Organized training sessions on proper scheduling techniques for new hires.
  • Resolved customer inquiries regarding schedule changes or availability of services and products.
  • Entered information into system to update status reports.
  • Set and confirmed customer appointments.
  • Worked effectively in team environments to make the workplace more productive.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Completed day-to-day duties accurately and efficiently.
  • Worked with cross-functional teams to achieve goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Patient Scheduler

HCA Primary Care
Ocala
03.2011 - 02.2021
  • Handled incoming calls and inquiries from patients, providing timely and accurate information.
  • Ensured compliance with HIPAA regulations when handling sensitive information.
  • Gathered current medical information and reviewed histories to gather details for surgeons.
  • Communicated effectively with patients regarding appointment details, preparation instructions, and follow-up care.
  • Coordinated appointments with customers and staff members according to availability.
  • Reviewed appointment requests from external sources such as online portals.
  • Provided administrative support to medical staff, including document preparation and patient communication.
  • Filed appointment documents and organized clerical supplies.
  • Ensured compliance with facility policies and procedures related to patient scheduling.
  • Managed physician calendars by scheduling appointments at appropriate times.
  • Kept facility stocked with necessary supplies, equipment and instruments.
  • Updated patient records with appointment and billing information promptly.
  • Adjusted appointments according to priority and tracked appointment durations.
  • Prevented double bookings and set aside appropriate time in between appointments.
  • Displayed excellent organizational skills while managing multiple schedules simultaneously.
  • Checked with doctors for availability.
  • Provided administrative support to physicians, nurses, and other healthcare professionals as needed.
  • Verified that all required documents were received and completed accurately.
  • Supported telehealth service scheduling, expanding access to medical consultations.
  • Followed up with patients and confirmed appointments.
  • Answered phone calls and took messages for staff members.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.
  • Provided assistance with completing paperwork for new patients prior to their appointment.
  • Answered office phones and emails.
  • Scheduled patient appointments efficiently, ensuring optimal utilization of medical staff time.
  • Assisted patients with canceling and rescheduling appointments.
  • Managed appointment cancellations and rescheduling, minimizing gaps in physicians' schedules.
  • Facilitated emergency appointment requests, prioritizing patient care needs.
  • Tracked and reported on appointment no-shows and cancellations, analyzing trends for management.
  • Resolved customer service issues quickly and efficiently in a professional manner.
  • Responded to incoming calls, scheduling and rescheduling appointments as requested.
  • Verified appointment times with patients, preparing charts, pre-admission and consent forms.
  • Performed data entry tasks related to patient demographics and billing information.
  • Maintained accurate records of patient visits in the electronic health record system.
  • Routed calls and correspondence to appropriate medical staff.
  • Conducted follow-up calls for missed or cancelled appointments.
  • Worked with operating facilities to schedule procedures on behalf of surgeons.
  • Scheduled new and existing patients as walk-ins or by phone.
  • Updated patient information in databases and adhered to confidentiality requirements.

Education

High School Diploma -

ICS Newport-Pacific High School
Scranton, PA
07-1991

Skills

  • Customer service
  • Conflict resolution
  • Data entry
  • Scheduling software
  • Complaint management
  • Interpersonal communication
  • Time management
  • Attention to detail
  • Customer relationship management
  • Call handling
  • Problem solving
  • Scheduling
  • Appointment scheduling
  • Positive and professional
  • Customer relationship management (CRM)

Timeline

Customer Service Representative

Tri-County Septic
04.2024 - 07.2024

Radiology Scheduler

Radiology Associates Of Ocala
05.2022 - 10.2023

Intake Coordinator

Park Place Behavioral Hospital
06.2021 - 09.2021

Patient Scheduler

HCA Primary Care
03.2011 - 02.2021

High School Diploma -

ICS Newport-Pacific High School

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Robin Werstein