| YouTube Heading:- | Denis Caswell – The Voice Behind Precision in Healthcare Scheduling | HFC Recruitment | HFC-RCRT-DC-1028-MEDSCHEDPRO-CFH |
| Candidate Code No.:- | HFC-RCRT-DC-1028-MEDSCHEDPRO-CFH |
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| Resume of | |
| Denis Caswell | |
| As a Medical Scheduling Supervisor with over 15 years of experience, I bring a steady hand to fast-paced healthcare and customer service environments. I’m skilled at leading teams through high-volume scheduling demands and keeping service standards high, even under pressure. I approach every challenge with focus, care, and a commitment to getting things done right. Andheri West, Mumbai 40055 |
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| Work Experience |
| Scribe4MD System OPC Pvt. Ltd. – Medical Scheduling Supervisor |
| Delhi | Nov 2022 – June 2025 |
| Led a team handling appointment scheduling, follow-ups, and calendar coordination for medical providers. |
| Trained new hires on the Scribe4MD platform and workflow protocols. Resolved escalated scheduling conflicts, improving patient and provider experience. |
| Ensured data accuracy and confidentiality in line with HIPAA standards |
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| Teleperformance Global Services – Senior Customer Service Rep. |
| Mumbai | Nov 2016 – Nov 2022 |
| Supervised call for new agents managing customer inquiries and appointment setting. |
| Monitored KPIs and conducted quality reviews for service excellence. Handled complex escalations and improved first-call resolution rates |
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| Tech Mahindra Global Services Ltd. – Senior Customer Service Rep. |
| Mumbai | Jan 2016 – Sep 2016 |
| Guided users through basic diagnostic steps and escalated complex issues to technical teams |
| Escalation Handling |
| Used active listening and problem-solving skills to de-escalate frustrated callers and retain customer loyalty |
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| Technical Skills:- |
| Appointment Scheduling |
| Call Centre & BPO Leadership Team Training & Supervision |
| Patient Communication & Satisfaction |
| HIPAA/Data Confidentiality |
| Compliance |
| SLA & KPI Management |
| Process Improvement |
| CRM & EHR Platforms (Epic, Cerner, Kareo, Avaya) |
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| Languages:- |
| English, Hindi (Fluent) |
| Punjabi, Urdu (Conversational) |
| Arabic ( Basic ) and Tagalog ( Basic) |
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| Educational Background |
| Higher Secondary Certificate (SSC) |
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| References |
| Available on request |
