LaTorrie Freeman

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• Customer Support: Handle inquiries about policies, billing, claims, and coverage options via phone, chat, or email.
• Sales & Education: Educate customers on products, quote new policies, and identify needs to offer suitable plans, though not cold-calling.
• Problem Resolution: Troubleshoot issues, process policy changes, and guide customers through the claims process.
• System Use: Utilize Progressive's internal systems and CRM software to manage customer interactions.
• Remote Setup: Work from home, needing a reliable internet connection and often a hardwired router/modem for stability.
• Training: Full training provided, typically a few weeks, often in a virtual classroom setting with a set schedule.
• Schedule: Usually involves set shifts, with flexibility often available after initial training.
• Skills: Strong communication, active listening, problem-solving, computer proficiency, patience, and empathy.
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Customer Satisfaction Scores
• Sales (quotes/policies)

• Personal Care Assistance: Help clients with daily living activities (ADLs), including bathing, dressing, grooming, and toileting, while maintaining their dignity and independence.
• Companionship & Emotional Support: Offer a friendly presence, engage in meaningful conversation, and participate in activities that promote social interaction and mental stimulation to reduce feelings of isolation.
• Meal Preparation & Nutrition: Plan and prepare nutritious meals tailored to dietary needs or restrictions, and assist with feeding if necessary.
• Medication Management: Provide medication reminders and/or administer medications as prescribed by medical professionals, monitoring for any side effects and maintaining accurate records.
• Mobility Assistance: Assist clients with safe transfers (e.g., from bed to chair), walking, and using assistive devices to prevent falls and promote physical activity.
• Household Management: Perform light housekeeping tasks, such as laundry, washing dishes, and vacuuming, to maintain a clean, safe, and organized living environment.
• Transportation/Errands: Accompany or transport clients to medical appointments, grocery stores, social activities, and other outings.
• Health Monitoring & Reporting: Monitor and promptly report any changes in the client's physical condition, behavior, or mental status to a supervisor, family members, or healthcare providers.

• Personal Care: Assisting with bathing, grooming, dressing, hygiene, and mobility support (transfers, walking).
• Household Duties: Light housekeeping, laundry, meal prep, and dishwashing.
• Health & Wellness: Medication reminders, monitoring health, and reporting changes to managers/family.
• Companionship & Engagement: Social interaction, engaging in activities, and providing emotional support.
• Errands & Transportation: Taking clients to appointments or for groceries.
• Record Keeping: Documenting care provided and client progress.

• Patient Preparation: Greeting patients, taking histories, verifying info, rooming them, preparing exam rooms.
• Vital Signs: Measuring and recording blood pressure, temperature, pulse, respiration.
• Assisting Providers: Supporting doctors during exams and minor procedures.
• Procedures: Drawing blood, collecting specimens, performing basic lab tests (CLIA waived), removing sutures, changing dressings, EKGs, administering medications/immunizations.
• Patient Education: Explaining treatments, medications, diets, and physician instructions.
• Documentation: Recording patient data in medical records (EMR/EHR), updating files, managing test results.
• Administrative Tasks: Scheduling appointments, managing clinic supplies, answering phones, handling patient inquiries, processing referrals/refills.

• Assist customers via phone, email, or chat with inquiries, troubleshooting, and support.
• Document customer interactions and fulfill needs according to company policy.
• Educate customers about products and services.
• Maintain a balance between customer satisfaction and company guidelines.
• Participate in remote team meetings, training, and coaching sessions.
• Quiet, distraction-free environment, desk, and ergonomic chair.
• Strong communication (written/verbal), problem-solving, empathy, patience, and self-motivation.