Shameke Moore

• Managed confidential documents, safeguarding company information while maintaining strict adherence to privacy protocols.
• Enhanced team productivity with effective communication, collaboration, and problem-solving skills.
• Provided exceptional customer service to both internal and external clients, fostering strong professional relationships.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Checks patients in and out of their appointments, schedules return appointments and schedules mammograms and ultrasounds.
• Receive and handle patient referrals.
• Enter patient information, verify insurance coverage, enter patient disciplines and diagnosis code.
• Run cash drawer and petty cash reports daily.
• Evaluates/ examines the accuracy and validity of the documentation gathered.
• Documents transactions to ensure a proper audit trail.
• Communicate verbally and nonverbally in a way which

reflects positively upon the Hospital.

• Works together with co-workers as part of a team to achieve a common goal.
• Adaptable to changing circumstances and is able to work in a high-pressure environment.
• Maintains system access.
• Complies with all security and confidentiality requirements in accordance with the Privacy Act of 1974, HIPPA, and all other applicable laws and regulations, and practices.
• Properly safeguards sensitive information and maintains discretion in discussing confidential matters pertaining to medical information.
• Completes all mandatory training in a timely manner.
• Performs other duties as assigned.

• Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
• Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
• Managed confidential documents, safeguarding company information while maintaining strict adherence to privacy protocols.
• Enhanced team productivity with effective communication, collaboration, and problem-solving skills.
• Provided exceptional customer service to both internal and external clients, fostering strong professional relationships.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Checks patients in and out of their appointments, schedules return appointments and schedules mammograms and ultrasounds.
• Receive and handle patient referrals.
• Enter patient information, verify insurance coverage, enter patient disciplines and diagnosis code.
• Run cash drawer and petty cash reports daily.
• Evaluates/ examines the accuracy and validity of the documentation gathered.
• Documents transactions to ensure a proper audit trail.
• Communicate verbally and nonverbally in a way which

reflects positively upon the Hospital.

• Works together with co-workers as part of a team to achieve a common goal.
• Adaptable to changing circumstances and is able to work in a high-pressure environment.
• Maintains system access.
• Complies with all security and confidentiality requirements in accordance with the Privacy Act of 1974, HIPPA, and all other applicable laws and regulations, and practices.
• Properly safeguards sensitive information and maintains discretion in discussing confidential matters pertaining to medical information.
• Completes all mandatory training in a timely manner.
• Performs other duties as assigned.

• Gathers patient information by collecting demographic information from a variety of sources; interacting with registration areas and physicians' offices; retrieving information from automated printer.
• Maintains master patient index by completing assigned portion of daily audit trail; corrects and communicates problems according to established procedures.
• Initiates the medical record by creating and processing the patient care record folder.
• Maintains record availability by processing charts into the department; using chart mark-off procedures; facilitating chart location activities.
• Retrieves medical records by following chart-out procedures; documenting reasons charts cannot be retrieved for statistical and follow-up purposes.
• Keeps health care providers informed by communicating availability or unavailability of the record.
• Maintains continuity of work operations by documenting and communicating actions, irregularities, and continuing needs.
• Maintains patient confidence by keeping patient records information confidential.
• Enhances medical records and hospital reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Analyzed customer service metrics to identify trends and develop strategies for improvement.
• Developed feedback system for customers to share their service experience, leading to actionable improvements.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Met customer call guidelines for service levels, handle time and productivity.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Reduced call resolution time through efficient problem-solving and communication skills.
• Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
• Consistently met or exceeded performance goals, contributing to the overall success of the call center.
• Documented and detailed calls and complaints using call center's CRM database.
• Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
• Enhanced customer satisfaction by resolving complex issues promptly and professionally.
• Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Addressed customer account discrepancies and concerns.
• Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
• Maintained a thorough knowledge of products and services to provide accurate information to customers.
• Achieved high-quality service by adhering to company policies and procedures during each interaction.
• Detailed payment options and explained price, receipt and billing details to customers.
• Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
• Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
• Met customer call guidelines for service levels, handle time and productivity.
• Identified potential sales opportunities during interactions, up-selling products or services when appropriate.