Alexis Studeny
Hanover
Summary
A knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Proficient in using MSW and Excel.
Overview
11
11
years of professional experience
Work History
Contact Center Specialist, Senior
UPMC
03.2023 - Current
- Answered between 300-400 calls per week, and served as an intermediary on each call between the patient and their medical provider
- Upheld HIPPA compliance through confirming various demographic identifiers prior to entering a patient's chart to release information or submit a medical request
- Effectively listened and executed the patient's request by submitting medication refill, referral and medical requests to the medical provider
- Contributed to team success by consistently achieving individual performance goals and metrics
- Informed patients when applicable on office specific and UPMC protocol and policy
- Removed outdated and input the updated insurance plan in the patient's chart
- Scheduled and re-scheduled various medical appointments such as transition of care, emergency department follow up, acute, new patient, routine and Medicare Wellness Visits
- Handled patient requests for 40 different UPMC primary care offices, while abiding by each office's policies and procedures
- Listened and addressed voicemails left after hours by patient's
- Trained new employees virtually
- Selected to be apart of a small team that does ' ED Work Queue', in which ED referrals placed by hospitalists are prioritized and worked on accordingly by calling a patient seen in the ED and scheduling them for a New Patient Emergency Follow up visit preferably within 14 days of discharge
- Selected to be apart of the Remote Patient Monitoring team, where heart failure patient's are contacted to set up their remote heart monitoring equipment after being discharged from the hospital
- Selected to be apart of a Share Point Focus Groups to help improve the department's reference page for office specific information and call center protocols
Virtual Support Staff
Joe Green Fitness 360
01.2020 - 03.2023
- Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information
- Completed administrative tasks by performing business correspondence, transcription and data entry
- Spoke with customers by telephone, chat or email to provide information about the services offered
- Managed over 15 monthly invoices and maintained accurate processing and verification
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Communicated with customers via phone and email to confirm deliveries and respond to inquires
Cocoa Cabana Waitress (Seasonal)
Hershey Entertainment and Resorts
05.2019 - 08.2019
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous reviews and recommendations from satisfied customers
- Carried out and completed opening, closing and shift change duties to keep the restaurant working efficiently and our team ready to meet customer needs
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk in business
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions
- Applied comprehensive knowledge of wine, cinder and beer during customer interactions to increase daily beverage sales
- Resolved guest and employee complaints to maintain complete customer workforce effectiveness
Barista (Seasonal)
Hershey Entertainment And Resorts
05.2019 - 08.2019
- Recommended products based on a solid understanding of individual customer needs and preferences
- Maintained supply levels in counter and customer areas to meet typical demands
- Created a wide variety of hot and cold drinks with a consistent positive demeanor and consequently positive satisfaction scores
- Maintained regular and consistent attendance and punctuality
- Complied with standards for merchandising, stocking and storing product
- Elevated customer loyalty by using strong communication abilities to resolve customer grievances
Restaurant Hostess
Hershey Entertainment & Resorts
10.2017 - 02.2019
- Cultivated positive guest relations by managing information and orchestrating speedy seating
- Governed the dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs
- Routinely supported other areas of the restaurant as requested including answering telephone calls and completing financial transactions for other staff members
- Assisted managers with quickly resolving service and food related issues
- Received Forbes customer service training
3bs Ice Cream
Server
04.2014 - 07.2017
- Greeted customers and provided details on the menu including seasonal flavors, ice cream, allergens and specials
- Served customers of all ages with speed and efficiency by ensuring the team runs smoothly
- Carried out cash and card transactions with accuracy
- Strictly observed health code regulations and internal policies, including state standards
- Demonstrated continuous knowledge of menu and service offerings, including promotional products and new flavors
Medical Intern
Brostein and Jefferies Professional Association
01.2017 - 06.2017
- Learned about conditions and presentations often present in patients
- Exercised confidentiality and abided by HIPPA rules and regulations
- Built a strong foundation in medical practice by contributing to different areas of patient care and administrative practice
- Applied classroom learning by directly caring for patient's with acute concerns and chronic conditions
- Developed knowledge in disorders by attending frequent talks from faculty specialists
- Observed and recorded patient conditions by assessing vitals
Education
High School Diploma -
Hershey High School
Hershey, PA08-2018
110 College Credits
Towson University
Baltimore, MDSkills
- Customer and client relations
- Document conversion
- Sorting and labeling
- Proficient in using MSW and Excel
- Processing Payments
- Logging Payments
- Analyzation of payments
- Project planning
- Paperwork drafting
- Recordkeeping
- Office management
- Spreadsheet management
- Scheduling
- Bookkeeping
- HIPPA Compliant
- Employee timesheet processing
- Complaint resolution
- Good listening skills
- Medical terminology knowledge
- Creative problem solving
Timeline
Contact Center Specialist, Senior
UPMC
03.2023 - Current
Virtual Support Staff
Joe Green Fitness 360
01.2020 - 03.2023
Cocoa Cabana Waitress (Seasonal)
Hershey Entertainment and Resorts
05.2019 - 08.2019
Barista (Seasonal)
Hershey Entertainment And Resorts
05.2019 - 08.2019
Restaurant Hostess
Hershey Entertainment & Resorts
10.2017 - 02.2019
Medical Intern
Brostein and Jefferies Professional Association
01.2017 - 06.2017
3bs Ice Cream
Server
04.2014 - 07.2017
High School Diploma -
Hershey High School
110 College Credits
Towson University
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