Bethany Quinley
Raven
Summary
Enhanced patient satisfaction by streamlining primary care processes. Achieved improved team performance through effective management and leadership. Increased operational efficiency by implementing innovative care solutions.
Overview
20
20
years of professional experience
Work History
Customer Support Team Lead (Tier 2)
Continuum
Oakwood, VA
10.2016 - 10.2025
Led initiatives to improve team member support programs. Oversaw level 2 technical support operations, driving efficiency and effectiveness. Implemented meticulous processes to achieve key performance indicators and enhance customer satisfaction.Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Generated status and performance reports to facilitate continuous improvement.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
Hospice Caregiver
Public Partnerships
Glen Allen, VA
05.2010 - 10.2016
Oversaw daily patient care operations to enhance service delivery. Managed medication distribution and coordinated medical appointment schedules. Facilitated patient transportation logistics. Supervised filing of authorization forms and submission of medical billing. Directed case management and medical scheduling activities as an administrative assistant.
- Implemented quality assurance measures, ensuring consistent customer satisfaction and adherence to company standards.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
Shift Manager
NPC International
Grundy, VA
08.2005 - 05.2010
Oversaw daily patient care operations to enhance service delivery. Managed medication distribution and coordinated medical appointment schedules. Facilitated patient transportation logistics. Supervised filing of authorization forms and submission of medical billing. Directed case management and medical scheduling activities as an administrative assistant.
- Implemented quality assurance measures, ensuring consistent client satisfaction and adherence to company standards.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
Education
Some college - undefined
CNA - Nursing
Southwest Community College
Claypool Hill, VA08.2010
GED -
Grundy High School
Grundy, VA11.2005
Skills
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Assisted in providing patient care through direct support and coordination of services Helped facilitate communication between patients and healthcare providers Supported the organization of patient appointments and follow-up procedures
- Assisted customers with inquiries and concerns Provided support to resolve issues effectively Maintained accurate records of customer interactions
- Assisted in daily office operations by managing schedules and organizing files Supported team members with administrative tasks to enhance productivity Coordinated meetings and prepared necessary materials for effective communication
Timeline
Customer Support Team Lead (Tier 2)
Continuum
10.2016 - 10.2025
Hospice Caregiver
Public Partnerships
05.2010 - 10.2016
Shift Manager
NPC International
08.2005 - 05.2010
Some college - undefined
CNA - Nursing
Southwest Community College
GED -
Grundy High School