Rene T. Coates

• Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
• Maintained productivity and quality standards at all times.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Operated in dynamic, high-volume environments to provide skilled assistance to more than 25 customers each day.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Updated account information to maintain customer records.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Accepted payments and updated accounts with latest information
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Operated in dynamic, high-volume environments to provide skilled assistance to more than 25 customers each day

• Customer Service, Assist customers in setting up payment arrangements to cure delinquency, collect delinquent payments, provide accurate and relevant information to customers, set up repayment plans, set up forbearance plans, conduct financial interviews, make outbound collection calls
• Managed over 50 calls per day
• Recorded details of conversations, complaints and actions taken in CRM
• Identified and assessed customer's needs quickly and accurately
• Collaborated with support teams to resolve customer complaints and drive customer experience
• Completed retention-focused projects from scoping through execution

• Answer inquiries regarding new application for licensure / renewal of license application for physicians, physician assistants
• Respiratory Therapist
• Procurement to include putting money into database and making large deposits
• Verify payments made accounts receivable and verify check process for deposit,
• Verify citizenship via SAVE system
• Credentialing to include verifying all required documents are in applicants file for processing and approval
• Open and distribute mail to appropriate specialist
• Assist over 150 customers daily with medical licensure questions
• Input customer data using License Ease software and made
• Conducted primary source verifications such as background checks and board certifications
• Prepared records for site visits and file audits
• Received and evaluated applications to look for missing and inaccurate information
• Developed and implemented onboarding and orientation programs for new employees
• Collaborated with managers to identify and address employee relations issues
• Improved office efficiency by effectively managing internal communications and correspondence
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency
• Advocated for staff members, helping to identify and resolve conflicts
• Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior
• Coordinated implementation of people-related services, policies and programs through departmental staff
• Conducted primary source verifications such as background checks and board certifications.
• Prepared records for site visits and file audits.
• Received and evaluated applications to look for missing and inaccurate information.

• Phlebotomy
• Collections immediate updates to changes, Receive request for release of request by opening mail, assisting with walk in questions and telephone inquiries, retrieve faxed request from fax machine in timely manner
• Date stamp all request and highlight all pertinent data
• Validate request and authorization for release of information according to HIPPA guidelines
• Navigated within patient records to locate requested documentation, successfully completing over 100 requests per day
• Used Epic to perform data entry functions

• Welcome patients by greeting them in person or on the telephone
• Verify patient information by interviewing patient, recording medical history, confirming purpose of visit
• Prepare patients for the health care visit by directing and/or accompanying them to the examining room
• Perform preliminary physical tests; take blood pressure, weight and temperature; report patient history summary
• Secure patient information and maintain patient confidence by completing and safeguarding medical records; completing diagnostic coding and procedure coding; keeping patient information confidential
• Counsel patients by transmitting physician's orders and questions about surgery
• Educate patients by providing medication and diet information and instructions; answering questions
• Schedule surgeries by making arrangements with the surgical center, verifying times with patients and preparing charts, pre-admission and consent forms

• Answers telephones: provides assistance, requested documents and information regarding criminal histories, warrant processing, procedures, fees, etc.;
• Takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary
• Performs general clerical tasks: copies and distributes correspondence, memoranda, reports and other related materials; receives
• Opens and distributes incoming mail; prepares outgoing mail, etc.
• Sent completed entries for evaluation and final approval
• Searched, extracted and interpreted information to determine correct input procedure
• Managed over 30 calls per day
• Evaluated source documents to locate needed information
• Scanned documents and saved in database to keep records of essential organizational information
• Maintained files, records and chronologies of entry activities
• Communicated with supervisors and colleagues to process data quickly and resolve discrepancies
• Verified accuracy of data entered into system to produce error-free reports

Online — CertifiedMedical Administrative Assistant

Online- Certified Clinical Medical Assistant

• Degree Awarded with [Honors]

Criminal Justice 60 credits completed