Summary
Overview
Work History
Education
Skills
Timeline
Generic

Patricia Rosenberg

Rocklin,CA

Summary

Enthusiastic Customer Service Representative motivated to work with patients, families and care teams efficiently. Talent for overseeing multiple tasks while maintaining quality care. Hardworking and diligent with passion for patient advocacy.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

Chatterbox Marketing
09.2021 - Current
  • Friendly welcoming demeanor for first contact.
  • Answered telephone calls promptly to avoid on-hold wait times.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Answered phone calls and messages for scheduling appointments, and inquiries.
  • Streamlined registration process by implementing efficient data entry techniques and maintaining organized records.
  • Maintained satisfaction with forward-thinking strategies focused on addressing client needs and resolving concerns.
  • Participated in departmental meetings to discuss areas of improvement, identify solutions for challenges faced, and contribute to ongoing professional development.
  • Resolved scheduling conflicts to avoid double-booked appointments and provider availability issues.

Medical Transcriptionist

Burger Physical Therapy
07.2003 - 11.2006
  • Medical transcription data entry for Physical Therapists' patient Subjective/Objective Evaluation.
  • Recorded information using word processing, dictation and transcription software and equipment
  • Maintained 92% accuracy rate for spelling and content
  • Applied medical terminology related to provider-specific treatments and techniques
  • Referred to variety of medical sources to prevent mistakes in medical terms
  • Worked cohesively with physicians and other clinical staff to complete transcriptions
  • Maintained security and privacy of records to protect patients and providers
  • Reviewed documentation for compliance with requirements and accuracy of information
  • Transcribed sensitive documents with complete confidentiality
  • Edited drafts created from speech recognition software
  • Maintained high levels of confidentiality with sensitive patient information following HIPAA guidelines.
  • Expedited urgent document requests, ensuring prompt delivery of critical information to healthcare providers.
  • Conducted thorough research on unfamiliar terms or phrases during the transcription process which contributed to accurate and comprehensive medical reports.
  • Translated medical jargon into correct terminology.

Administrative Assistant

Brad Peterson of Prudential Insurance Services
09.2006 - 01.2009
  • Accountable for general office organization including, marketing, data entry, filing, appointment setting, composing emails, building rapport with clients, messages and sorting of daily mail.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security
  • Executed record filing system to improve document organization and management
  • Handled client correspondence and tracked records to foster office efficiency
  • Scheduled office meetings and client appointments for staff teams
  • Maintained staff directory and company policy handbook for human resources department
  • Monitored office calendars to plan meetings, activities and travel to maximize productivity
  • Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient

Email and Chat Specialist

Gap Inc. Direct
09.2006 - 09.2021
  • Achieving customer service skill goals and continually striving for self-improvement through direct coaching and feedback and modifying call techniques to enhance customer experience.
  • 20 years call center experience (currently using Sales Force interface), providing excellent customer service.
  • Objectively coaching agents with detailed active listening skills.
  • Maintaining open communication with Supervisors of agent progress and opportunities to develop customer service skills.
  • Reporting any noticeable trends with business, agents and clients.
  • Side by side coaching with New Hires to provide immediate feedback and instill confidence.
  • Experienced independent project management and team assignments, collaborating with peers to identify optimal training solutions.
  • 10 years' experience training new hires in classroom environment.
  • Preparing agents to assure they are empowered and equipped to locate all available resources. for successful client interaction
  • Experience with multiple company based computer applications such as NICE, Sales Force, Microsoft Office, Word, Kronos, Avaya, Moxie, OSI and SVC.
  • Answer and redirect up to three calls per minute.
  • Directed guests and routed deliveries and courier services.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Compiled company information and related material and distributed to candidates.
  • Documented all customer information accurately in computer system, providing dated notes for future reference

Education

High School Diploma -

Hammonton High School
New Jersey
06.1984

Some College (No Degree) - Interior Design

American River College
Sacramento, CA

Skills

  • Dedicated and reliable work ethic
  • Customer Accounts Management
  • Medical Terminology
  • Payment Collection
  • Registration
  • Organizational Skills
  • Database coordination
  • Office Administration
  • New Hire Training
  • Filing and Recordkeeping
  • Documenting and Recording Information
  • Successfully resolve inquiries, using highly effective communication skills through phones and, emails
  • Effective communication for de-escalation when required, with ability to keep calm and professional in stressful situations

Timeline

Customer Service Representative

Chatterbox Marketing
09.2021 - Current

Administrative Assistant

Brad Peterson of Prudential Insurance Services
09.2006 - 01.2009

Email and Chat Specialist

Gap Inc. Direct
09.2006 - 09.2021

Medical Transcriptionist

Burger Physical Therapy
07.2003 - 11.2006

High School Diploma -

Hammonton High School

Some College (No Degree) - Interior Design

American River College

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Patricia Rosenberg