Cassandra Madigan
Summary
Well-qualified Medical Administrative professional successful at helping patients navigate medical office procedures while maintaining smooth and efficient business operations. Offering a number of years of related experience, looking to pursue a new professional challenge with room for advancement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Office Administrator
Sports Medicine & Rehabilitation
07.2023 - Current
- Interacted with customers by phone, email, or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Reviewed and sent medical records to other physicians upon request.
- Addressed patient inquiries promptly, providing clear explanations about treatment plans, insurance coverage, billing processes, or other concerns as needed.
- Maintained a safe and clean work environment by adhering to infection control policies and performing routine equipment maintenance checks.
- Helped patients complete necessary medical forms and documentation.
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Maintained strict confidentiality of sensitive patient data in accordance with applicable laws, regulations, and ethical guidelines.
- As the clinics Health and Safety point of contact I improved workplace safety measures by conducting regular inspections and risk assessments.
- Managed hazardous materials handling procedures, ensuring proper storage, labeling, and disposal.
- Provided valuable input during the design and construction phases of new facilities, ensuring health and safety considerations were fully integrated into building plans.
Retention Specialist
Nordia
03.2018 - 02.2023
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Managed high call volumes while maintaining a professional demeanor and effectively solving problems.
- Participated in ongoing professional development and training sessions to stay current on industry trends and best practices for customer retention strategies.
- Assisted in training new employees on company policies, procedures, and best practices for customer retention efforts.
- Mentored junior team members, contributing to their professional growth and development.
- Improved user productivity and efficiency through system training and support.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
Sales Customer Support Specialist
Nordia
10.2013 - 03.2018
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
Education
Diploma - Medical Office Administrator
Medix Career College
Toronto, ON04.2024
Certificate - Medical Terminology
St. John's Ambulance
Orillia, ON03.2023
High School Diploma -
Twin Lakes Secondary School
Orillia, ON06.2019
Skills
- Appointment Setting
- Office procedures understanding
- Managing patient records
- Patient Scheduling Proficiency
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Attention to Detail
- Personable and Approachable
Languages
English
Native or Bilingual
Certification
- First Aid CPR/AED Level C -expires 2028
Timeline
Office Administrator
Sports Medicine & Rehabilitation
07.2023 - Current
Retention Specialist
Nordia
03.2018 - 02.2023
Sales Customer Support Specialist
Nordia
10.2013 - 03.2018
Diploma - Medical Office Administrator
Medix Career College
Certificate - Medical Terminology
St. John's Ambulance
High School Diploma -
Twin Lakes Secondary School