Trena Young
Winston-Salem,NC
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
Patient Financial Services Representative
Atrium Health Wake Forest Baptist
05.2022 - Current
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Managed high call volume while maintaining professionalism and accuracy when gathering patient information for appointment bookings.
- Acted as a reliable point of contact for patients, addressing concerns or questions about their appointments with professionalism and tact.
- Received an average of 400 inbound calls per week.
Customer Service Representative
Anthem
06.2021 - 05.2022
- Processed policy updates and changes accurately, ensuring client needs were met in timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Completed customer applications and updated records to reflect current information.
Customer Service Team Lead
Randstad USA
11.2020 - 06.2021
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Administrative Assistant
Disabled American Veterans
10.2019 - 03.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
- Assisted coworkers and staff members with special tasks on daily basis.
Customer Service Representative
Alight Solutions
09.2015 - 03.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered prompt service to prioritize customer needs.
Patient Flow Coordinator
Crothall Healthcare Inc.
04.2008 - 04.2015
- Collaborated with interdisciplinary teams to develop comprehensive care plans for complex patients.
- Monitored patient progress, updating care team members on changing needs or concerns promptly.
- Established strong relationships with clinical staff members across disciplines by providing reliable support and fostering a collaborative work environment.
- Evaluated current processes regularly, identifying opportunities for improvement in efficiency and effectiveness of coordination efforts.
Education
Unit Medical Secretary Certificate
Forsyth Technical Community College
Winston-salem, NCHigh School Diploma -
RJ Reynolds High School
Winston-Salem, NC06.1987
Skills
- Customer Service
- HIPAA Compliance
- Verbal and written communication
- Teamwork orientation
- Payment Collection
- Attention to Detail
- Adaptability
- Telephone Etiquette
Timeline
Patient Financial Services Representative
Atrium Health Wake Forest Baptist
05.2022 - Current
Customer Service Representative
Anthem
06.2021 - 05.2022
Customer Service Team Lead
Randstad USA
11.2020 - 06.2021
Administrative Assistant
Disabled American Veterans
10.2019 - 03.2020
Customer Service Representative
Alight Solutions
09.2015 - 03.2019
Patient Flow Coordinator
Crothall Healthcare Inc.
04.2008 - 04.2015
Unit Medical Secretary Certificate
Forsyth Technical Community College
High School Diploma -
RJ Reynolds High School
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