Adriene Adams

• Greets customers warmly to set tone of customer

experience and provide welcoming and friendly atmosphere.

• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
• Responsibilities include, but not limited to, welcoming families entering the main lobbies (Welcome Center and Outpatient Lobby) of the hospital building through staffing at the front desk, completing inpatient visitor badge process to ensure patient and associate safety, being familiar with the hospital layout and providing wayfinding, and demonstrating excellent customer service and service recovery skills.

Upon arrival at the check in desk, Greet patients with a pleasant demeanor, collect insurance information, verify appropriate co payments while assisting with any check-in paperwork.

• Review and corrected claim errors to facilitate smooth processing.
• Use EPIC to schedule appointments.
• Apply administrative knowledge and courtesy to explain procedures and services to patients.
• Take copayments and compiled daily financial records.
• Stay calm under pressure to and successfully dealt with difficult situations.
• Verify patient insurance eligibility and entered patient information into system.
• Respond to inquiries by directing calls to appropriate personnel.

• Responds accurately to a high volume of calls demonstrating exceptional customer service skills
• Receives and responds to all incoming calls
• Schedule appointments according to guidelines
• Process phone notes
• Documentation of call is detailed and accurate
• Demonstrates sound judgment of escalating urgent calls
• Utilization of computer i.e.: scheduling module and EMR
• Enter patient demographics multi-task with typing and talking simultaneously
• Routing calls appropriately
• Utilizes CCHS HEAT methodology when service issues arise
• Interacts with patients, physicians and staff to provide accurate communication

• Manage large amounts of inbound and outbound calls in a timely manner
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Collecting size measurements, contacting UPS as well as USPS to initiate investigations for lost or late packages and provide solutions and/or alternatives

• Collected on 90 day accounts or greater as well as defaulted student loans
• Assembled customer settlement requests for management approval
• Provided assistance in customer skip tracing efforts
• Participated in study groups to help improve early stage collections processes
• Achieved recovery of 80% of bad accounts
• Classified overdue accounts for efficient collections
• Adapted to changes at work (products, services, policies)
• Developed new processes to reduce aged accounts from up to 120 to 0 days
• Access check fraud

• Worked directly with customers regarding current and past fraud claims
• Exceeded productivity expectations while ensuring to meeting quality standards
• Reduced losses to the bank by identifying and escalating fraud trends
• Educated new hires on job responsibilities with side by side training
• Consistently receive 100% on Quality Assurance reviews
• Reviewed and analyzed online banking/ ACH transactions to determine fraud activity