Gillian Dutchak
Concord,ON
Summary
At Bathurst Animal Hospital, I excelled as a Patient Advocate & Client Relations Specialist, leveraging my ability to empathize with clients; my expertise in Avimark; my pet insurance knowledge and my supervisory role with MYVETSTOR. I spearheaded initiatives that significantly enhanced patient satisfaction and streamlined insurance processes, demonstrating a proactive approach to problem-solving and quality assurance.
Overview
30
30
years of professional experience
Work History
Patient Advocate & Client Relations Specialist
Bathurst Animal Hospital
1994.04 - Current
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Managed patient complaints professionally and efficiently
- Entered details into computer systems and managed database of information.
- Negotiated payment plan arrangements with medical billing departments on behalf of the patients experiencing financial hardship.
- Liaised between patients and medical staff, facilitating effective communication of needs, preferences, and treatment plans.
- Streamlined appointment scheduling for better patient flow, reducing wait times and improving overall experience.
- Identified opportunities for improvement in hospital policies that directly impacted patient experience.
- Greeted and assisted patients with check-in procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Responded to inquiries by directing calls to appropriate personnel.
- Answered incoming calls, scheduled appointments and filed medical records.
- Maintained client requests for food, medications via an online store portal, MYVETSTOR
- Established rapport with potential customers during sales calls, leading to increased conversion rates from prospects into active clients.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Built strong relationships with clients through effective communication and consistent followup.
- Enhanced client satisfaction by addressing concerns and providing timely solutions to issues.
- Made customers aware of current and new programs and services.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Monitored and addressed email, text messaging and other formats for client communications and responded accordingly
Education
Bachelor of Science - Animal Biology
Guelph University
Guelph04.1998
Skills
- Proactive Problem Solving
- Organized nature
- Verbal and written communication
- Proficient in Avimark, MYVETSTOR, ALLYDVM, SMARTFLO
- Insurance understanding
- Problem-Solving
- Team Collaboration
- Team Leadership
- Money Handling
- Flexible Schedule
- Attention to Detail
Awards
2017 Recipient of the Petline Insurance Advocacy Award
2019 Recipient of the Petline Insurance Advocacy Award
2022 Recipient of the Petline Insurance Advocacy Award
References
Dr Darren Lo
416-312-4285
darren.lo017@gmail.com
Bathurst Animal Hospital
Dr Caitlin Stormonth
647-242-1893
stormonthcb@gmail.com
Vetster
Timeline
Patient Advocate & Client Relations Specialist
Bathurst Animal Hospital
1994.04 - Current
Bachelor of Science - Animal Biology
Guelph University
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