Tahlei Armstrong

• Enhanced patient satisfaction by efficiently managing approx. 10-30 patient check-in and check-out processes daily.
• Improved communication between patients and medical staff through accurate message relay.
• Maintained a welcoming environment for patients, promptly and professionally addressing their concerns.
• Assisted in updating patient records, ensuring accuracy and confidentiality at all times.
• Collaborated with healthcare team members to optimise overall care process for patients.
• Verified insurance information, facilitating a smooth billing process for patients and clinic.
• Efficiently managed multiple lines of communication, including phone calls, emails, medical objects and faxes.
• Facilitated timely referrals to specialists by coordinating necessary paperwork and appointments.
• Reduced no-shows by using HALAXY to implement an effective appointment reminder system through phone calls or text messages and schedule new and follow-up patient appointments.
• Handled sensitive patient information carefully and consistently adhered to HIPAA regulations throughout daily tasks.
• Provided exceptional customer service to patients by actively listening to their needs and addressing concerns about their care or upcoming appointments.
• Demonstrated a strong work ethic, consistently arriving on time, efficiently attending to tasks, and maintaining professionalism throughout all interactions with patients and coworkers.
• Upheld a favourable clinic reputation by setting a friendly tone and maintaining politeness.
• Processed payments from patients for insured, uninsured and third-party appointments.

• Implemented a comprehensive service plan to enhance client experience and align services with customer needs.
• Effectively responded to inquiries , addressing and resolving issues or escalating them to management to ensure customer satisfaction.
• Employed crisis management techniques to provide corrective solutions, thereby maximizing customer satisfaction.
• Fostered strong relationships with the field operations team to support business development and improve service quality.
• Mediated conflicts between employees , successfully diffusing tense situations.

Laboratory Technician

• Maintained strict adherence to laboratory safety procedures: Consistently followed protocols to ensure a safe working environment and compliance with quality control standards.
• Facilitated resolution of complex test orders: Acted as a critical point of contact with physicians, nursing stations, and reference laboratories to resolve discrepancies and clarify unusual test orders.

• Performed reception, retail, and hospitality duties, focusing on generating optimal customer outcomes.
• Provided support to students during lessons and match play, ensuring a positive and educational experience.
• Delivered exceptional customer service, promptly responding to inquiries, handling complaints, and resolving issues effectively.
• Resolved issues through active listening and open-ended questioning, escalating significant problems to the manager when necessary.