Tanya George
Melbourne,VIC
Summary
Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain client satisfaction and contribute to company success. Articulated, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Bringing 20 years of experience in professional communication with clients and peers.
Overview
16
16
years of professional experience
Work History
Client Service Specialist
Fred IT Group
Abbotsford, Vic
05.2008 - 09.2021
- Researched and analyzed operations to ascertain detailed client needs.
- Implemented Business software according to clients' needs
- Trained onsite and remotely Clients and their end users on software
- Delivered high level of service to clients in effort to build upon future relationships
- Facilitated strong communication by coordinating and disseminating relevant information
- Assisted with the maintenance of Client Service procedures, policies and all documentation requirements
- Analyzed and identified issues' trends, acting/alerting team for impacts or risk and faster response
- Documented client needs and requirements according to business process, ensure all confidential information is handled delicately.
- Upheld strict quality control policies and procedures during clients' interactions.
- Provided outstanding service to new and long-standing clients by attending closely to concerns and developing solutions.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Recommended improvements to products and services to mitigate complaints.
- Resolved inquiries to consistently meet performance benchmarks.
- Relayed productive customer feedback to marketing teams.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Delivered service and support to each customer, paving way for future business opportunities.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Made outbound calls to obtain account information.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Trained new employees on procedures and policies to maximize team performance.
- Exceeded company productivity standards on consistent basis.
- Planned business social events to maintain business social morale
Client Service Associate
Alayacare
Melbourne, Vic
09.2021 - 09.2021
- Gathered information from clients for entry into computer database.
- Researched issues and made quick decisions to achieve efficient and effective resolutions.
- Met with clients to ascertain project intent, requirements and budgets.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Entered all changes to client data into system.
- Tracked down sources of special products and services to meet customers' special needs.
- Entered all changes to client data into system.
- Met with clients to ascertain project intent, requirements and budgets.
- Scheduled and confirmed appointments based on customer availability.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Supported clients by handling service requests, answering questions and acting as consistent resource.
- Delivered high level of service and support to clients by ensuring that issues were responded to promptly.
- Added new client data to system and made changes to old information to keep everything up-to-date.
- Responded within established timeframes to address customer concerns and inquiries by phone or email.
- Followed up on client leads, managed client applications and onboarded new clients.
- Assisted in risk assessment and mitigation activities and promptly resolved service issues.
- Maintained client files, compiled reports and organized company resources.
- Attended to daily client service requests and provided support.
Patient Administration Specialist
Epworth Freemasons Hospital
East Melbourne, Vic
09.2022 - Current
- Provided excellent customer service to patients and their families by answering phone calls, responding to emails, and scheduling appointments.
- Maintained patient records in accordance with HIPAA regulations including data entry of patient information into the electronic medical record system.
- Conducted detailed intake assessments for new patients, verifying insurance eligibility and collecting relevant documentation.
- Collaborated with clinical staff to ensure accurate coding of diagnoses and procedures for billing purposes.
- Created reports summarizing patient visits and other administrative metrics for leadership review.
- Improved patient flow, administrative functions and teamwork by [Action].
- Triaged patients for clinical coverage, prioritizing most-essential patient care needs.
- Responded promptly to inquiries from patients regarding their bills or insurance coverage issues.
- Participated in meetings with internal departments discussing topics related to patient administration processes and procedures.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Explained policies, procedures and services to patients.
- Confirmed patient information, collected copays and verified insurance.
- Collaborated with clinical and administrative staff to meet patient needs.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Reported liabilities and risk management concerns to supervisor for review.
- Accessed programs and set up correct payment strategies based on patient means and needs.
- Counselled patients on potential financial liabilities and payment requirements.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Obtained informed consent and payment documentation from patients and filed in system.
- Prepared correspondence regarding billing disputes or complaints from patients or providers.
- Monitored daily operations of the department ensuring compliance with established standards of care.
Education
Training & Development
MrWed
Melbourne08.2011
Skills
- Requirement capture and documentation
- Software troubleshooting
- Content management system
- Project analysis
- Client rapport
- Customer relationship management
- Quality Assurance
- Continuous Improvement
- Meticulous and organized
- Multi-line telephone skills
- Organization and efficiency
- Business operations understanding
- Security understanding
- Service-oriented mindset
- Document control
- Data entry
- Professional and polished presentation
- Correspondence management
- Schedule mastery
- Customer relations
- Problem Resolution
Experience Summary
Fred IT Group Customer Service Consultant May 2008 - June 2017
Fred IT Group eHealth Implementation Consultant June 2017- June 2018
Fred IT Group Client Service Specialist June 2018 - September 2021
Fred IT Group Reception Administration Officer Nov 2010 - September 2021
Additional Information
References available upon request.
Timeline
Patient Administration Specialist
Epworth Freemasons Hospital
09.2022 - Current
Client Service Associate
Alayacare
09.2021 - 09.2021
Client Service Specialist
Fred IT Group
05.2008 - 09.2021
Training & Development
MrWed
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Native language
Certification
Cert IV in Training & Development
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridInterests
Spending time with family, Reading, Gardening, Cooking
Similar Profiles
John BensonJohn Benson
Senior Accounting Clerk at Fred Beans Automotive GroupSenior Accounting Clerk at Fred Beans Automotive Group
Heena ChauhanHeena Chauhan
Paralegal at Fred Loyal Insurance- Martinez Dietrich & Zarcone Legal GroupParalegal at Fred Loyal Insurance- Martinez Dietrich & Zarcone Legal Group
Ivan PrymakIvan Prymak
Dance Artist – Ballroom, Cabaret, Folk at Fred Astaire Dance Studios - New YorkDance Artist – Ballroom, Cabaret, Folk at Fred Astaire Dance Studios - New York