Madeline Smith: CALL CENTER SUPERVISOR/INTAKE SPECIALIST in San Clemente, CA

? Onboarding with New Hires ? Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement ? Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals ? Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques ? Screen incoming calls to determine if qualified for our services ? Enter insurance preliminary information for a full verification of benefits ? Build rapport with callers seeking treatment

? Assisted in patient admission process ? Confirmed all insurance benefits met standards of admissions as dictated by policy ? Screened callers to assist with their needs ? Created and sent admission documents ? Completed Intake Assessments prior to and after arrival ? Assisted with Bio-Psych-Social Assessments within 48-hours of admission

? Worked as part of team with physicians, nurses and other healthcare professionals to manage patient care by assisting with medical procedures ? Interacted effectively with patients to deliver high level of customer service and teamwork ? Fostered a safe environment for patient's safety ? Educated patients about procedures, answered questions and provided comforting words to control anxiety and enhance procedure results ? Documented observations and baseline measurements in medical records

? Established clear sales goals and motivated staff to meet objectives ? Trained, mentored and oversaw team members to drive performance and sales excellence ? Upheld company merchandise standards with all displays and promotions ? Delivered great guest service by engaging and providing product knowledge

? Assisted in patient admission process ? Confirmed all insurance benefits met standards of admissions as dictated by policy ? Screened callers to determine if qualified for our services ? Created and prepared documents for admitting patients ? Completed follow-ups with past patients to determine if they needed any continued care