Lisa Overby
Pinnacle
Summary
Skilled Client Relations Specialist with a proven track record in complaint resolution, active listening, and data entry. Committed to enhancing client satisfaction through effective communication and problem-solving.
Overview
18
18
years of professional experience
Work History
Client Relations Specialist
Medcost Benefit Services
Winston-Salem, NC
11.2023 - Current
- Developed and maintained strong client relationships through effective communication and active listening.
- Resolved client inquiries and issues efficiently, ensuring high levels of client satisfaction.
- Collaborated with cross-functional teams to streamline service delivery processes and enhance client experiences.
- Analyzed client feedback to identify trends and recommend improvements in service offerings.
Customer Service Representative
Medcost Benefit Services
Winston-Salem, NC
12.2018 - 11.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved customer inquiries regarding insurance benefits and eligibility efficiently.
- Collaborated with healthcare providers to ensure timely resolution of patient issues.
- Trained new team members on customer service protocols and software tools.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Medical Office Assistant
Blue Ridge Medical Group
Mount Airy, NC
05.2018 - 12.2018
- Managed patient scheduling and appointment coordination to optimize clinic workflow.
- Processed patient intake forms and verified insurance information for accuracy.
- Trained new staff on office protocols and electronic health record systems.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
Pharmacy Technician
Surry Drug Company
Dobson, NC
09.2008 - 05.2018
- Processed and dispensed medications accurately while adhering to safety protocols.
- Managed inventory levels, ensuring timely restocking of pharmaceuticals and supplies.
- Assisted pharmacists in preparing prescriptions, verifying dosage and labeling requirements.
- Trained new staff on pharmacy procedures and customer service best practices.
- Collaborated with healthcare professionals to resolve medication-related questions and concerns.
- Provided exceptional customer service, addressing patient inquiries with professionalism and care.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
Education
Accounting And Business Administration
Surry Community College
Dobson, NCHigh School Diploma -
East Surry High School
Pilot Mountain, NC05-1991
Skills
- Problem-solving
- Critical thinking
- Shipping and receiving
- Active listening
- Exceptional communication
- Creative problem solving
- Data entry
- Microsoft Excel
- Medical terminology
- Data collection
- Complaint resolution
- Client needs assessment
Timeline
Client Relations Specialist
Medcost Benefit Services
11.2023 - Current
Customer Service Representative
Medcost Benefit Services
12.2018 - 11.2023
Medical Office Assistant
Blue Ridge Medical Group
05.2018 - 12.2018
Pharmacy Technician
Surry Drug Company
09.2008 - 05.2018
Accounting And Business Administration
Surry Community College
High School Diploma -
East Surry High School