Cheryl Lock
University City
Summary
With over 20 years of diverse experience in sales, customer service, call center, tier 1 tech support, virtual assistance, and healthcare, I am a dependable employee known for my strong work ethic (zero missed workdays). My dedication lies in achieving profitability and delivering exceptional customer service. I consistently convey a professional image that reflects honesty, compassion, and genuine concern for the needs of both my team members and customers. I am skilled in providing courteous service to individuals from diverse socioeconomic and cultural backgrounds and possess excellent conflict-resolution skills. Whether working on-site or telecommuting from home, I am an excellent communicator seeking a position that allows me to utilize my current skills and abilities effectively.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Patient Engagement Specialist (PES)
Epharmix
11.2018 - Current
- Company Overview: (Provider of Remote Telehealth Medical Services)
- Make100-200 calls daily, throughout various time zones, to perform outreach to patients and clients
- Also accept inbound phone calls from patients and healthcare professionals to assist in removing barriers to their care and treatment
- Consistently meet and exceed my personal metrics and KPIs of enrolling30 new clients
- Coach and train new PES Agents by having them shadow me on phone calls
- Assist in designing calling scripts for new campaigns
- Listen to new agents making calls and provide feedback
- Introduce new clients to products and services, and provide a great customer service experience
- Answer incoming calls from individuals and healthcare organizations to explain the nature of our phone calls to their clients and patients
- Resolve issues and concerns with clients and healthcare providers
- Schedule and make follow-up phone calls to persons expressing an interest in our services, and respond to voicemail messages
- Route incoming calls to other PES Agents and administrative staff
- Educate clients and make recommendations regarding questions about navigating their new patient portals
- Skilled in cold-call sales, telemarketing, and presentation sales
Biomedical Technician
Corporate Wellness Solutions
09.2010 - Current
- Conducted employee biometric health screening (BP, WT, HT, Phlebotomy, BMI Body Mass Index)
- Consulted with Area Medical Supervisor concerning abnormal patient results
- Updated patient demographics in CRM application
- (Part-Time Contract Position)
- Supervised and mentored 10 engineers in conducting targeted experiments and gathering data.
Licensed Health & Accident Insurance Agent
Independent Contractor
01.2005 - 01.2020
- Sold and marketed health and medical insurance to small, medium, and privately-owned businesses
- Used the internet and telephone to generate prospective client leads
- Made80-100 outbound sales calls daily to prospective members
- Conducted past-due credit collection calls on accounts60-120 days past due
- Conducted insurance presentations to healthcare organizations, business entrepreneurs, administrators, Human Resource Managers, CEOs, and COOs
- Demonstrated ability to upsell additional products and services
Chief Hemodialysis Technician
Hemodialysis Services
09.2009 - 05.2010
- Performed hemodialysis on patients per Physician orders (recorded vital signs, blood pressure, temperature, pre and post weight).
Education
A.A. Degree - Hemodialysis Medical Technology
Washington University Medical School
St. Louis, MO01.1985
Skills
- Microsoft Office (Outlook, Word, Excel & PowerPoint), Point-Of-Sale (Cash Register) Applications
- Sales Systems and CRM's such as MedTech, Salesforce, Genesys Workstation, Zendesk, VDI/VPN Web Based, Skype, Zoom, Slack
- Team leadership
- Conflict resolution
Certification
- HIPAA & AHIP Certification (Current)
- Medical & Dental Assisting Certification - Bryan Institute, St. Ann, MO (1982)
- Life, Health, Accident and Disability Insurance Sales License (2005-Current)
Education & Credentials
500+ Hours Sales & Customer Service Training
Timeline
Lead Patient Engagement Specialist (PES)
Epharmix
11.2018 - Current
Biomedical Technician
Corporate Wellness Solutions
09.2010 - Current
Chief Hemodialysis Technician
Hemodialysis Services
09.2009 - 05.2010
Licensed Health & Accident Insurance Agent
Independent Contractor
01.2005 - 01.2020
A.A. Degree - Hemodialysis Medical Technology
Washington University Medical School
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