Caroline David
Hamilton,Ontario
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals
Overview
12
12
years of professional experience
1
1
Certification
Work History
Care Coordinator
Lifemark Physiotherapy
11.2023 - Current
- Greeted and assisted patients with check-in procedures.
- Managed sensitive patient information with strict adherence maintaining confidentiality and privacy at all times.
- Engaged with patients to provide critical information.
- Verified patient insurance eligibility and entered patient information into system.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Conducted regular audits of documentation accuracy within the practice management software, addressing discrepancies promptly for better data integrity.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Responded to inquiries by directing calls to appropriate personnel.
Subject Matter Expert
ADP
04.2017 - 09.2022
- Became an SME in record time and oversaw training, quality, team and support for all process and product related queries.
- Collaborate with cross-functional teams for issue resolution and process improvement.
- Developed and managed a structured training and mentor programs for the team to cultivate ownership and career development by identifying individual development needs.
- Review feedback from the client and quality teams to coach the team to deliver C-Sat by providing accurate, specific and timely performance feedback for representatives.
- Greatly involved with de-escalation on a management level for the team and organization.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
Customer Service Representative
Genpact
10.2012 - 04.2017
- Handled digital marketing queries as part of the work for, AdWords
- Responsible for reviewing clients' accounts and service histories to identify trends and issues to optimizing them for better clicks and sales
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Post-Degree Certificate - Human Resource Management
Mohawk College of Applied Arts And Technology
Hamilton, ON07.2025
Bachelors of Commerce - Accounting And Finance
Osmania University
India04.2011
Skills
- Insurance Practices
- Medical Services Administration
- Patient Outreach and Follow-Up
- Claims Handling and Coverage Verification
- Registration and Scheduling
- Excellent Communication
- Idea Development and Brainstorming
- Team building
- Account updating
- Receiving support
- Team Collaboration
- Data Evaluation
- Client Relations
Certification
Lean Six Sigma White Belt Certification Advanced Innovation Group Pro Excellence (AIGPE™)Issued Mar 2023
Timeline
Care Coordinator
Lifemark Physiotherapy
11.2023 - Current
Subject Matter Expert
ADP
04.2017 - 09.2022
Customer Service Representative
Genpact
10.2012 - 04.2017
Post-Degree Certificate - Human Resource Management
Mohawk College of Applied Arts And Technology
Bachelors of Commerce - Accounting And Finance
Osmania University
Lean Six Sigma White Belt Certification Advanced Innovation Group Pro Excellence (AIGPE™)Issued Mar 2023
Similar Profiles
Rohan DempseyRohan Dempsey
PTA/Kinesiologist at Lifemark PhysiotherapyPTA/Kinesiologist at Lifemark Physiotherapy
Julia PopeJulia Pope
Registered Kinesiologist at Lifemark PhysiotherapyRegistered Kinesiologist at Lifemark Physiotherapy
Natasha RajNatasha Raj
Patient Coordinator at Lifemark PhysiotherapyPatient Coordinator at Lifemark Physiotherapy