Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 3 years of experience and take on challenging new role.
Hi, I’m
Elaine Co
Unionville,ON
Summary
Overview
12
years of professional experience
Work History
AQuity Solutions
Client Success Manager
07.2022 - Current
Job overview
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined communication between clients and internal teams for smoother project execution.
- Developed strong relationships with key stakeholders, fostering long-term partnerships and loyalty.
- Analyzed client feedback to identify areas of improvement for product offerings and services.
- Managed diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Implemented efficient processes for tracking client interactions, improving overall organization and response times.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Provided exceptional support during product launches, ensuring seamless integration into clients'' existing operations.
- Served as primary point of contact between clients and company personnel, facilitating effective communication channels.
- Negotiated contract terms with clients, balancing their needs with company goals to achieve mutually beneficial outcomes.
- Continuously monitored industry trends to keep abreast of competitive landscape and adjust strategies accordingly.
- Championed initiatives aimed at increasing customer retention rates through proactive engagement strategies.
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout resolution process.
- Established reputation for excellence in customer service, resulting in increased client referrals and expansion of business opportunities.
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed senior-level personnel working in marketing and sales capacities.
AQuity Solutions
Performance Coach
04.2022 - 07.2022
Job overview
- Worked with virtual medical scribes on how to improve their medical charting skills and ensure that company's documentation benchmarks are consistently being met.
- Provides actionable feedback to help boost scribe performance and service delivery
- Communicates with providers or senior officers to discuss scribe's quality concerns and provide solutions
- Spear-heads implementation readiness and makes sure that support is available during implementation stage
- Assisted in training of new scribes, sharing best practices for efficient documentation and communication with medical staff.
- Maintained patient confidentiality by adhering to HIPAA guidelines and other applicable privacy regulations throughout documentation process.
- Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
- Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
- Reviewed completed reports for proper formatting, grammar, and sentence structure.
- Verified accuracy of transcribed material prior to finalization.
- Reviewed transcribed material for compliance with HIPAA requirements.
- Communicated with healthcare providers to clarify information and resolve issues.
AQuity Solutions
Virtual Medical Scribe
02.2021 - 04.2022
Job overview
- Enhanced patient care by diligently transcribing physician-patient interactions during medical examinations.
- Improved clinical efficiency by maintaining accurate and up-to-date electronic health records for each patient encounter.
- Supported physicians with comprehensive chart documentation, assisting in reduction of administrative burden.
- Aided in continuation of care for patients by clearly documenting follow-up instructions and scheduling future appointments as needed.
- Collaborated with healthcare professionals to ensure timely completion of all necessary documentation, facilitating proper billing and reimbursement processes.
- Increased overall productivity of clinical staff by providing real-time scribing support during high-volume shifts, enabling better focus on direct patient care.
- Ensured compliance with HIPAA regulations by consistently maintaining patient confidentiality and protecting sensitive information during documentation processes.
- Advanced understanding of complex medical terminology through consistent application in daily tasks, ensuring accuracy in all written communications.
- Consistently met tight deadlines for record completion, contributing to improved insurance claim processing times and increased revenue collection rates.
- Streamlined workflow for attending physicians by organizing notes according to specified templates, enabling quicker review of pertinent information before finalizing documentation.
- Reduced physician workload by taking on additional administrative tasks as needed, such as retrieving laboratory results and organizing patient files.
- Received consistent positive feedback from supervisors for attention to detail, commitment to accuracy, and dedication to providing high-quality scribe support.
- Demonstrated exceptional multitasking abilities by effectively balancing competing priorities in fast-paced clinical environment while maintaining high level of accuracy in all documentation efforts.
- Charted patient encounters by recording information such as diagnosis, treatments, and prescriptions.
Self-Employed
Licensed Physician
08.2011 - Current
Job overview
- Family Medicine Specialty
- SeriousMD Patient Web Portal
- Sees patients virtually and manages Adult or Pediatric Diseases consult.
Education
University of the City of Manila
Doctor of Medicine
2010
University Overview
University of City of Manila
Bachelor of Science from Biology
2006
University Overview
Skills
- Client Orientation
- ROI Understanding
- Business Operations Knowledge
- Leadership Skills
- Time Management
- Critical Thinking Skills
- Decision-Making Skills
- Initiative
- Operations Management
- Verbal and Written Communication
- Complex Problem-Solving
- Key Performance Indicators
- Project Management
- Customer Relationship Management (CRM)
- Data Analysis
- Risk Management
- Revenue Forecasting
- Negotiation and Conflict Resolution
- Technical Proficiency
- Onboarding and Orientation
- Professional and Courteous
Languages
English
Full Professional
Timeline
Client Success Manager
AQuity Solutions
07.2022 - Current
Performance Coach
AQuity Solutions
04.2022 - 07.2022
Virtual Medical Scribe
AQuity Solutions
02.2021 - 04.2022
Licensed Physician
Self-Employed
08.2011 - Current
University of the City of Manila
Doctor of Medicine
University of City of Manila
Bachelor of Science from Biology
Similar Profiles
Andrew SchlosserAndrew Schlosser
Medical Scribe at AQuity SolutionsMedical Scribe at AQuity Solutions
Laura DelanoLaura Delano
Coding Specialist II at AQuity SolutionsCoding Specialist II at AQuity Solutions
Michele Lynn Furiero CPCO CDEO CPMA CASC CRC CPB COC CPCMichele Lynn Furiero CPCO CDEO CPMA CASC CRC CPB COC CPC
Auditor II SR / Educator at AQuity SolutionsAuditor II SR / Educator at AQuity Solutions
Aruna ManiAruna Mani
Quality Analyst at AQuity SolutionsQuality Analyst at AQuity Solutions
Sandeep KaurSandeep Kaur
Line cook at powerkitchenLine cook at powerkitchen