Heather Hoene
Cottonwood
Summary
Dynamic customer service professional with a proven track record at Northwest Insurance Agency, excelling in problem resolution and client support. Recognized for exceeding performance metrics, I leverage strong record management and effective conflict resolution skills to enhance customer satisfaction and streamline operations. Committed to delivering exceptional service and fostering positive client relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Northwest Insurance Agency
05.2024 - Current
- Provided excellent customer service, resolved customer inquiries through effective communication, and problem-solving techniques.ues.
- Processed policy changes and claims with attention to detail and accuracy.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Utilized CRM software to track interactions and maintain customer records efficiently.
- Educated clients on policy options, ensuring informed decision-making for coverage needs.
- Managed and processed key administrative duties, including handling insurance claims, maintaining client records, and overseeing open enrollment periods.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
CSR2
Department of Health and Welfare
05.2023 - 05.2024
- Answered questions and resolved complicated case issues with new and existing customers.
- Researched complicated case issues to find a resolution, and input detailed case/customer data into automated systems.
- Completed various clerical tasks, such as answering phones, screening and channeling calls, and providing information to customers about their benefits case, or answering detailed questions about benefits and services available through the department.
- Determined needs and appropriate programs based on customer responses.
- Decided and communicated the next action or compliance requirements to customers based on a comparison of case facts to the written policy/process.
- Provided specialized information about self-reliance programs and services.
- Clarified, explained, and resolved complex, varied, and sometimes controversial and/or volatile issues, and prepared clear and concise responses for customers.
- Worked cooperatively with staff from their own units and other divisions to identify customer service problems, make recommendations, and plan and coordinate program and communication changes.
Medical Assistant
Syringa Hospital and Clinic
05.2021 - 05.2023
- Assisted in patient intake processes, ensuring accurate documentation and efficient workflow.
- Administered vaccinations and medications under physician supervision, enhancing patient care quality.
- Coordinated scheduling for patient appointments, optimizing clinic efficiency and reducing wait times.
- Maintained electronic health records with precision, ensuring compliance with regulatory standards.
- Collaborated with multidisciplinary teams to streamline communication, enhancing overall operational effectiveness.
- Performed medical records management, including filing, organizing and scanning documents.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Conducted patient follow-up calls to monitor treatment progress and answer any questions.
- Collaborated with interdisciplinary healthcare teams to provide coordinated care.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
Dental Assistant
Family Dental Care
01.2015 - 12.2022
- Assisted in chairside procedures, ensuring patient comfort and efficiency during treatments.
- Managed sterilization of instruments, adhering to safety protocols and infection control standards.
- Educated patients on oral hygiene practices, contributing to improved patient compliance and satisfaction.
- Coordinated appointments and maintained accurate patient records using dental software systems.
- Mentored junior staff on best practices for clinical procedures and patient interactions.
- Streamlined workflow processes, enhancing team productivity and reducing appointment wait times.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Managed inventory of dental supplies, reducing waste and optimizing resource allocation.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Supported dentists during oral surgeries by preparing surgical rooms with necessary tools and sterilized instruments.
- Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.
- Scheduled and confirmed patient appointments.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
Education
High School Diploma -
Christian Liberty Academy
Lincoln, ILAssociate of Arts - Dental Assisting
Florida Gulf Coast University
Fort Myers, FL12-2014
Skills
- Client support
- Critical thinking
- Data entry
- Problem resolution
- Proficient in computer applications
- Effective conflict resolution
- Microsoft outlook
- Microsoft Office Suite
- Microsoft PowerPoint
- Office equipment proficiency
- Strong record management
- Client communication skills
Timeline
Customer Service Representative
Northwest Insurance Agency
05.2024 - Current
CSR2
Department of Health and Welfare
05.2023 - 05.2024
Medical Assistant
Syringa Hospital and Clinic
05.2021 - 05.2023
Dental Assistant
Family Dental Care
01.2015 - 12.2022
High School Diploma -
Christian Liberty Academy
Associate of Arts - Dental Assisting
Florida Gulf Coast University