Amanda Crisp
Helensvale,QLD
Summary
Versatile Medical Customer Service Representative known for providing exceptional professional service and supporting complex medical cases. Meticulous recorder of sensitive personal data following appropriate security protocols. Supportive front-line staff prioritizes and triages cases to filter caseload to available physicians. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
Work History
Senior Vet Receptionist
Animal Welfare League Qld
09.2021 - Current
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Completed clerical duties and tasks for clinic administration.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Managed office bookkeeping with insurance billing and patient payments.
- Received and routed laboratory results to correct clinical staff members.
- Processed medical insurance claims and payments.
- Answered phone calls and messages for 10+ Vet facility, scheduling appointments, and handling patient inquiries.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Completed patient referrals to other medical specialists.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Registered and verified patient records before triage with most up-to-date information.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Senior Administration
Seven Oceans
01.2019 - 09.2021
- Online filing and administrative tasks
- Handling phone calls and all incoming office correspondence
- Managing and reconciling expenses, invoicing and liaising with finance team as required
- Inbox management, maintaining task lists, answering emails where appropriate and drafting responses
- Responding to customer complaints and conflict resolution - Providing expertise in complaints resolution techniques
- Liaise with internal teams to ensure smooth customer experience from booking to ticketing.
Senior Customer Service/ Administration
Cruiseaway by Dreamlines
01.2017 - 01.2019
- Answering customer inquiries regarding payment, service, and general client queries via email, phone post deposit payment and/or confirmation of booking
- Resolving customer complaints where applicable and within specified time frames or refer to the correct department to ensure commitments are followed through to resolution
- Receiving high-volume incoming customer calls and managing customer email correspondence
- Interpreting customers needs, to effectively manage the end to end customer experience; fulfilling the customer's needs
Travel Consultant
Flight Centre
01.2016 - 01.2017
- Delivering a compelling customer experience to maximise the opportunity for retention and satisfaction
- Providing an outstanding & consistent customer experience by adhering to Flight Centres One Best Way Operational Excellence framework
- Responding to, and making sales inquiries by phone, electronically or in person
- Answering simultaneous customer enquiries promptly, competently and professionally
- Offering excellent customer service by providing customers with detailed information relating to services, packages and pricing.
Team Leader
Spice of Life
01.2004 - 01.2016
- Maximizing team knowledge and productivity by effectively training, monitoring, and directing employees in the application of best practices and regulatory protocols
- Proactively interacted with management in the development of process improvement and feedback on department operations
- Ensure all team members have clear objectives and understand role activities, tasks and requirements and responsibilities for those tasks are clearly defined
- Closely monitoring and managing phone queues, roster adherence (escalations and de-escalations), and team workload to ensure a consistent customer experience and first point of call resolution where possible.
Education
Certificate III Travel & Tourism - Tourism And Travel Management
Torrens University
Brisbane, QLD01.2017
Diploma of Business - Business
Evocca College
Gold Coast, QLD01.2015
Skills
- KPI Achievement
- Microsoft Office Suite
- Highly-developed communication skills
- Effective stakeholder management
- Outstanding customer service delivery
- Excellent attention to detail
- Collaborative and able to function autonomously
- Resolution-driven with strong problem-solving skills
- Aptitude with sales techniques
- Adaptable and flexible
- Goal-oriented and results-driven
- Efficient organisation and time-management skills
Volunteer Experience
Music Session Facilitator, Headway Australia, Supporting individuals with disabilities in music sessions and encourage them to sing and enjoy music while helping to improve speech, lung capacity and general wellbeing.
References
Renee Randolph, Administration Manager, 0437514903
James Davidson, Reception Superviser, 0402371731, jamesgrandulovicdavison@gmail.com
Rebecca Hall, Customer Service Manager, Seven Oceans 0488 129 77
Brooke Padman, Team Leader, Cruiseaway ny Dreamlines, 0420 316 185, brooke.padman@gmail.com
Timeline
Senior Vet Receptionist
Animal Welfare League Qld
09.2021 - Current
Senior Administration
Seven Oceans
01.2019 - 09.2021
Senior Customer Service/ Administration
Cruiseaway by Dreamlines
01.2017 - 01.2019
Travel Consultant
Flight Centre
01.2016 - 01.2017
Team Leader
Spice of Life
01.2004 - 01.2016
Certificate III Travel & Tourism - Tourism And Travel Management
Torrens University
Diploma of Business - Business
Evocca College
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