Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Bridget Hagerman

Breese

Summary

Professional with comprehensive experience in front office operations, adept at managing high-volume environments with efficiency and poise. Known for strong communication skills, organizational abilities, and keen attention to detail. Collaborative team player focused on achieving results and adapting to changing needs seamlessly. Proficient in scheduling, customer service, and administrative support, ensuring smooth daily operations. Proficient in medical terminology and effective communication, I enhanced patient satisfaction through streamlined check-in processes and meticulous record management, ensuring compliance with HIPAA standards while fostering a welcoming environment for patients and their families. I have additional experience in the medical field and can provide details if requested.

Overview

10
10
years of professional experience

Work History

Receptionist

Total Access Urgent Care
02.2025 - Current
  • Managed patient check-ins and scheduling using electronic health record systems.
  • Assisted in maintaining accurate patient records and documentation processes.
  • Coordinated communication between patients, medical staff, and insurance providers.
  • Handled incoming calls, addressing inquiries, and directing them to appropriate departments.
  • Maintained cleanliness and organization of reception area to enhance patient experience.
  • Supported billing processes by verifying insurance information and processing payments.
  • Adapted to new software tools for efficient appointment management and data entry.
  • Provided administrative support to medical staff, ensuring smooth daily operations.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.

Direct Support Professional 3

Community Link Inc
06.2024 - 11.2024
  • Assisted clients with daily living activities to promote independence and enhance quality of life.
  • Collaborated with multidisciplinary teams to develop and implement individualized care plans.
  • Supported clients in social interactions, fostering community integration and personal relationships.
  • Monitored client progress, documenting behaviors and reporting changes to care team.
  • Implemented safety protocols to ensure a secure environment for clients during activities.
  • Provided emotional support, promoting positive self-esteem and coping strategies among clients.
  • Facilitated recreational activities, enhancing client engagement and enjoyment in daily routines.
  • Adapted communication methods to meet diverse client needs, ensuring effective interaction and understanding.
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
  • Participated in ongoing training opportunities to stay current on best practices in disability support services.
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
  • Adapted support approaches based on individual client preferences, fostering increased trust and rapport over time.

Customer Care Specialist

Alphabroder
10.2022 - 04.2024
  • Responded to customer inquiries via phone, email, and chat with accuracy and professionalism.
  • Assisted in resolving customer issues by utilizing company policies and procedures effectively.
  • Maintained detailed records of customer interactions in CRM system for future reference.
  • Collaborated with team members to improve service delivery processes and enhance customer satisfaction.
  • Adapted quickly to new software tools, ensuring efficient handling of support requests.
  • Engaged in ongoing learning about products and services to better assist customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Took ownership of customers issues to follow problems through to resolution.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
  • Used exceptional communication to connect with customers, assess needs, and present solutions.
  • Requested escalation for unresolved issues.
  • Assisted call-in customers with questions and orders.

Senior Operations Specialist

Ansira
09.2021 - 10.2022
  • Streamlined operational workflows, enhancing efficiency and reducing turnaround times.
  • Coordinated with stakeholders to align operational objectives with overall business goals.
  • Utilized advanced project management tools to track progress and ensure timely completion of initiatives.
  • Improved operational efficiency by streamlining processes and implementing best practices.
  • Identified workflow improvements and worked with operations team to establish new procedures.
  • Managed day-to-day operations, ensuring that deadlines were met, resources were allocated effectively, and project objectives were achieved.
  • Enhanced customer satisfaction through the implementation of service improvement initiatives and quality control measures.

Teleservice Representative 2

Harte Hanks
02.2021 - 09.2021
  • Handled customer inquiries and resolved issues efficiently to enhance satisfaction.
  • Managed high call volumes while maintaining professionalism and accuracy in documentation.
  • Assisted in training new team members on protocols and systems for improved performance.
  • Utilized CRM software to track interactions and ensure timely follow-ups with customers.
  • Collaborated with cross-functional teams to streamline communication and improve service delivery.
  • Prioritized workload effectively under pressure while maintaining a calm disposition during peak call periods.
  • Minimized escalations by identifying and addressing client needs.
  • Enhanced customer satisfaction by addressing and resolving inquiries efficiently and professionally.
  • Exceeded performance metrics regularly by staying focused on customer needs and providing exceptional service.
  • Explained technical concepts to diverse product users while maintaining pleasant disposition.
  • Achieved high first-call resolution rates by effectively troubleshooting customer issues.

Customer Care Specialist

Essendant
04.2015 - 07.2020
  • Provided feedback on recurring issues to help develop training materials for new hires.
  • Supported promotional campaigns by communicating offers clearly to customers during interactions.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Provided customers with detailed information on company products, services and materials.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Collaborated with cross-functional teams to ensure seamless service delivery for customers.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Identified customer issues with products or services, investigated causes and initiated resolutions.
  • Directed customers to appropriate departments for additional support.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Assessed and offered solutions to improve procedures and customer experiences.
  • Retained at-risk customers by identifying their needs and offering tailored solutions, resulting in reduced churn rates.
  • Navigated multiple computer systems and applications to find information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Logged call information and solutions provided into internal database.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained up-to-date knowledge of product and service changes.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Nursing

Southwestern Illinois College
Belleville, IL

High School Diploma -

Central Community High School
Breese, IL
05-1996

Skills

  • Proficient in time management and planning
  • Effective communication skills
  • Detail-oriented data management
  • Strong written communication skills
  • Coordinated scheduling expertise
  • Welcoming and accommodating clients
  • Administrative assistance expertise
  • Client-centric mindset
  • Reception management
  • Professional telephone communication
  • Proficient in medical terminology
  • Expertise in HIPAA standards

Accomplishments

    CPR and AED certified.

    5-time recipient of BRAVO awards for exceptional service to an external customer while working at Essendant.

Timeline

Receptionist

Total Access Urgent Care
02.2025 - Current

Direct Support Professional 3

Community Link Inc
06.2024 - 11.2024

Customer Care Specialist

Alphabroder
10.2022 - 04.2024

Senior Operations Specialist

Ansira
09.2021 - 10.2022

Teleservice Representative 2

Harte Hanks
02.2021 - 09.2021

Customer Care Specialist

Essendant
04.2015 - 07.2020

Nursing

Southwestern Illinois College

High School Diploma -

Central Community High School

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Bridget Hagerman