Roger Roland
St Paul
Summary
Customer service representative with expertise in communication and active listening. Proven track record in enhancing customer satisfaction through effective care coordination and inventory management. Skilled in delivering tailored solutions that ensure timely service and comprehensive patient education.
Overview
12
12
years of professional experience
Work History
DURABLE MEDICAL EQUIPMENT COORDINATOR
Fairview Home Medical
St Paul
07.2023 - Current
- Facilitated timely service of patient care needs, enhancing overall patient satisfaction.
- Educates patients on product information, use, and maintenance processes.
- Assisted patients with insurance and financial processes, improving access to necessary medical equipment.
- Verify insurance carriers are listed in the company's database system; if not request the new carrier is entered.
- Coordinated care protocols and DME set-ups for Home Medical Equipment patients, ensuring adherence to best practices.
- Develops, implements, and manages inventory control process in collaboration with vendors and FV support services to ensure care plans are executed appropriately.
- Monitored inventory levels to ensure accurate stock management.
Customer Service Representative
Adapt Health
St Paul
11.2021 - 07.2023
- Answered calls and emails promptly, meeting company communication goals.
- Processed orders, routed calls to appropriate resources, and followed up on customer calls.
- Facilitated resolution of customer complaints through effective problem-solving.
- Accurately process, verify, and/or submit documentation and orders.
- Review all required documentation to ensure accuracy.
- Completed insurance verification to confirm patient eligibility, coverage, co-insurances, and deductibles.
- Develop and maintain working knowledge of current products and services offered by the company.
- Communicate with Customer Service and Management on an on-going basis regarding any noticed trends with insurance companies.
- Verify insurance carriers are listed in the company's database system; if not request the new carrier is entered.
Patient Access Liaison
Allina Health
Coon Rapids
01.2018 - 11.2021
- Performed scheduling and provided phone support to enhance customer experience.
- Assisted patients, clinical professionals, and the general public in accessing health care services.
- Scheduled appointments for patients to ensure timely access to healthcare services.
- Provided support for patients using MyChart to facilitate access to their health information.
- Assisted customers with systemwide navigation.
- Identified customer needs through active listening.
- May include creating telephone and triage encounters.
- Ensures data collection entries are accurate and complete and May include data needed to page critical events.
- May provide systemwide paging services.
Customer Service Representative
Comcast Inc
Edina
07.2014 - 08.2016
- Applied strong communication and listening skills to connect with customers, addressing their concerns effectively.
- Answered inbound calls regarding issues with services, including payment and billing issues.
- Troubleshot customer issues and negotiated solutions, fostering a supportive relationship.
- Upsold XFINITY products/services tailored to meet customer needs, enhancing customer satisfaction.
- Using a thorough knowledge of our products, plans and packages, I re-ignite the customer’s enthusiasm for all things XFINITY.
- Recorded and submitted notes regarding the customer call and issue within database.
Education
Bachelor of Arts - Computer Science
Indiana Tech University
Fort Wayne, IN04-2017
Skills
- Insurance verification
- Order fulfillment
- Order management
- Stock management
- Product knowledge
- Patient advocacy
- Customer relationship management
Timeline
DURABLE MEDICAL EQUIPMENT COORDINATOR
Fairview Home Medical
07.2023 - Current
Customer Service Representative
Adapt Health
11.2021 - 07.2023
Patient Access Liaison
Allina Health
01.2018 - 11.2021
Customer Service Representative
Comcast Inc
07.2014 - 08.2016
Bachelor of Arts - Computer Science
Indiana Tech University