Elise Meadow Santoro
Lancaster
Summary
Dynamic customer service professional with extensive experience at Penn Medicine Lancaster General Hospital. Proven ability to resolve complex issues while maintaining exceptional communication and documentation skills. Recognized for establishing trust with clients and enhancing satisfaction through tailored solutions. Proficient in Microsoft Office and adept at managing high call volumes effectively.
Overview
2
2
years of professional experience
Work History
Customer Service Specialist
Penn Medicine Lancaster General Hospital
05.2025 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
Unit Clerk
Penn Medicine Lancaster General Hospital
04.2024 - 05.2025
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Answered multi-line telephone system, provided information, and directed calls.
- Handled incoming calls professionally, providing relevant information or transferring inquiries as needed to maintain efficient communication channels within the unit.
- Prepared admissions charts and scanned records.
- Provided excellent customer service while responsibly managing sensitive patient data in accordance with HIPAA guidelines.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Arranged discharges and patient transportations.
- Managed unit resources effectively, ensuring optimal utilization of equipment and supplies.
- Enhanced patient satisfaction by efficiently managing medical records and maintaining strict confidentiality standards.
- Reduced errors in data entry by implementing a thorough double-check system for all crucial information.
Front Desk Receptionist
Comfort Inn & Suites
06.2023 - 04.2024
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Education
Associate of Science - Biology
Harrisburg Area Community College
Harrisburg, PA06-2026
High School Diploma -
PA Cyber Charter School
PA 06-2023
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Problem resolution
- Skilled in all Microsoft communication tools
- Documentation
- Live chat support
Timeline
Customer Service Specialist
Penn Medicine Lancaster General Hospital
05.2025 - Current
Unit Clerk
Penn Medicine Lancaster General Hospital
04.2024 - 05.2025
Front Desk Receptionist
Comfort Inn & Suites
06.2023 - 04.2024
Associate of Science - Biology
Harrisburg Area Community College
High School Diploma -
PA Cyber Charter School
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