Derek Puffett
Customer Service and Escalations Specialist
Denver
Summary
Compassionate professional with expertise in customer service and patient care. Known for effective conflict resolution in fast- paced environments, attention to detail, and contributing to improved patient satisfaction and streamlined operations in healthcare and overall customer service settings.
Overview
6
6
years of professional experience
Work History
Patient Service Representative
Family Care Center
Denver
03.2025 - Current
- Facilitated appointment scheduling and registration to streamline patient access to care.
- Managed patient inquiries and resolved issues, enhancing patient satisfaction through effective communication.
- Maintained accurate patient records using electronic health record systems.
- Handled confidential patient information in compliance with HIPAA regulations.
- Answered incoming calls professionally, ensuring timely response to patient needs.
Server
Cholon
Denver
05.2024 - 01.2025
- Delivered exceptional customer service, enhancing guest experience in fast-paced dining environment.
- Ensured cleanliness and organization of dining area and service stations, contributing to positive dining atmosphere.
- Assisted with menu recommendations based on guest preferences and dietary needs.
- Collaborated with team members to ensure smooth restaurant operations.
- Managed POS terminals for accurate order input, bill splitting, and total calculations, streamlining transaction process.
Payroll Specialist
Gusto
Denver
09.2023 - 05.2024
- Processed payroll for diverse client accounts using Gusto software, ensuring timely and accurate disbursement of funds.
- Ensured compliance with federal and state payroll regulations, mitigating potential legal risks for clients.
- Assisted clients with payroll inquiries and support through various communication channels, enhancing client satisfaction.
- Processed payroll for over 500 employees bi-weekly, ensuring accuracy of pay and deductions.
- Reviewed timesheets for accuracy and completeness prior to processing payroll.
Fertility Care Specialist
Alto Pharmacy
Denver
01.2020 - 09.2023
- Coordinated prescription fulfillment and delivery processes to ensure timely patient access to medications.
- Proposed new initiatives to improve quality of care, contributing to enhanced patient satisfaction.
- Managed patient inquiries and resolved issues promptly and effectively.
- Offered emotional support during difficult times by providing a safe environment for open communication.
- Trained new team members on company policies and procedures to enhance onboarding experience and compliance.
Education
Bachelor of Science - Psychology
Iowa State University
Ames, IA05-2015
Bachelor of Arts - Sociology
Iowa State University
Ames, IA05-2015
Skills
- Appointment scheduling
- Patient record management
- Electronic health records
- HIPAA compliance
- Patient communication
- Patient advocacy
- Patient engagement
- Issue resolution
- De-escalation techniques
- Attention to detail
- Problem solving
- Staff training
Timeline
Patient Service Representative
Family Care Center
03.2025 - Current
Server
Cholon
05.2024 - 01.2025
Payroll Specialist
Gusto
09.2023 - 05.2024
Fertility Care Specialist
Alto Pharmacy
01.2020 - 09.2023
Bachelor of Science - Psychology
Iowa State University
Bachelor of Arts - Sociology
Iowa State University