Katie Johnson
San Diego
Summary
Professional call center specialist prepared to excel in high-volume environments. Leveraged effective communication and problem-resolution techniques to meet and exceed customer expectations. Valued team member known for flexibility and reliability, contributing to consistent team performance.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Outbound Call Center Agent, Remote
Kaiser Permanente
San Diego, CA
03.2023 - Current
- Managed high-volume outbound calls to educate members on services and benefits.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Managed outbound calls to schedule appointments and follow up with patients.
- Provided exceptional customer service by addressing patient inquiries and concerns effectively.
- Answered and managed over 100 incoming and outgoing calls while recording data
- Utilized electronic health record systems to maintain accurate patient information and records.
- Collaborated with healthcare professionals to ensure timely communication of patient needs.
- Improved call handling efficiency by employing effective time management techniques.
- Trained new team members on call protocols and customer service best practices.
- Analyzed call data to identify trends and recommend process improvements for better outcomes.
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Ensured accuracy of patient insurance information for billing purposes.
Server/Bartender
Outback Steakhouse
Palm Beach Gardens, FL
04.2021 - 02.2023
- Delivered exceptional customer service in fast-paced dining environment.
- Managed multi-table sections efficiently, prioritizing tasks for optimal service flow.
- Coordinated food and beverage orders to ensure timely delivery and guest satisfaction.
- Resolved customer complaints effectively to enhance dining experience and loyalty.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Trained new staff on menu items, service standards, and operational procedures.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Assisted in maintaining cleanliness and organization of dining area and kitchen.
- Utilized communication practices with kitchen staff to deliver customer meals in a timely manner.
Medical Assistant
Altamonte Family Practice
Maitland, FL
09.2019 - 06.2022
- Coordinated over 500 appointments weekly for different provider specialties.
- Assisted healthcare providers with patient examinations and procedures, ensuring high-quality care.
- Administered medications and vaccinations according to established protocols, enhancing patient safety.
- Educated patients on treatment plans and health maintenance, resulting in improved compliance and patient satisfaction.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Performed medical records management, including filing, organizing and scanning documents.
- Obtained medical history reports by connecting with hospitals and network providers.
- Conducted 100+ outbound calls daily to healthcare providers for authorizations and referrals, enhancing communication flow.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Provided CPT/ICD10 Codes to billing and referrals.
- Ensured clear communication of approvals and denials for effective processing.
- Coordinated communication between patients and medical staff, streamlining care delivery and enhancing patient experience.
- Assisted in the training of new staff members, sharing expertise and best practices to support their professional development.
Assistant Manager
City Beets
Stuart, FL
04.2018 - 09.2019
- Coordinated promotional events that increased foot traffic and positively impacted sales results.
- Developed staff training programs that improved product knowledge and sales techniques, contributing to overall sales performance.
- Led team meetings to communicate objectives, fostering collaboration and accountability among staff.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Oversaw daily operations to ensure exceptional customer service and store presentation.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Responded to customer concerns and collaborated with manager to improve customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Recruited and hired staff for key positions, ensuring a strong foundation for the organization., working to establish key internal functions and outline scope of positions for new organization.
Education
Medical assistant - Medical Assisting
Florida Career College
Orlando, FL12-2021
College - Business
Indian River State College
Stuart, FL10-2019
High school or equivalent - undefined
South Fork High School
Stuart, FL05-2018
Skills
- Customer Service Skills
- Communication skills
- Computer skills
- Microsoft Office
- Word
- Cash Handling
- Inventory Management
- Team Building
- Management
- Assistant manager
- Medical office
- EMR systems
- Restaurant skills
- Food service
- Merchandising
- Bartending
- Inventory
- Customer service
Certification
- ServSafe Food Handler
- March 2021 to March 2029
Timeline
Outbound Call Center Agent, Remote
Kaiser Permanente
03.2023 - Current
Server/Bartender
Outback Steakhouse
04.2021 - 02.2023
Medical Assistant
Altamonte Family Practice
09.2019 - 06.2022
Assistant Manager
City Beets
04.2018 - 09.2019
High school or equivalent - undefined
South Fork High School
Medical assistant - Medical Assisting
Florida Career College
College - Business
Indian River State College