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Skills

  • On-call staffing scheduling
  • Patient satisfaction improvement strategies
  • Medical appointment reminder strategies
  • Conflict de-escalation techniques
  • Problem resolution
  • Team management
  • Customer Satisfaction & Retention
  • Customer service
  • Team building
  • Medical billing and coding

Work Experiences

  • Successfully scheduled patient appointments and placed reminder calls to provide an exceptional customer experience.
  • Evaluated and forwarded procedure and service details to the appropriate coding staff so that they could be best classified for insurance purposes.
  • Removed invalid computer alerts and cleaned accounts to ensure information accuracy.
  • Achieved rebooking within the past year.
  • Collaborated closely with the insurance verification team to reduce preauthorization time for procedures by 16 days.
  • Kept track of provider schedules and scope of practice in order to organize and schedule appropriate care on an ongoing basis.
  • Referred and screened patients to make the best use of resources, triage staff, and serve community members.
  • Achieved a 29% improvement in patient satisfaction scores.
  • Achieved 64% customer satisfaction in 2023.
  • Located, checked in, and pulled medical records for patient appointments and incomplete charts.

Summaries

  • Proven experience in framework and metric environments, as well as knowledge of provider requirements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Trained in Adobe Creative Suite and possesses exceptional strategic planning abilities.
  • Within Healthcare, senior Lead Medical Receptionist and outstanding performer in cross-functional collaboration and client relations.
  • Accomplished Lead Medical Receptionist.
  • Achieved high patient satisfaction ratings of 16%+ for 2 consecutive months.
  • For a busy framework practice, a capable Lead Medical Receptionist capable of handling all medical administrative needs.
  • Dedicated to learning, growing, and succeeding in Healthcare.
  • Achieved 36% improvement in clinic service delivery.
  • Maintain high-volume medical offices by coordinating files, appointments, and other patient needs efficiently.

Accomplishments

  • Resolved product issue through consumer testing.
  • Partnered with clinical staff to address high-urgency patient needs, improving the handling of walk-ins by reducing crowding-related issues by 85%.
  • Initiated cross-department collaboration that led to a 81% increase in patient referrals from internal providers.
  • Increased efficiency by 76% through the successful transition from paper-based to EHR systems for patient documentation.
  • Achieved 56% reduction in front desk error rates by reinforcing accurate data entry and verification techniques.
  • Developed and updated patient education materials to align with the latest medical guidelines, increasing patient comprehension by 20%.
  • Implemented a system to notify patients of available appointments due to cancellations, resulting in a 58% reduction in unused appointment slots.
  • Standardized HIPAA compliance procedures, ensuring zero breaches for a consecutive 18 years.
  • Accurately entered patient data into the EHR system, achieving 67% error-free records and improving audit performance.
  • Designed and executed a triage system for walk-in patients, reducing average wait times from 11 minutes to 7 minutes.

Affiliations

  • Association for Supply Chain Management (APICS)
  • National Association of Social Workers
  • Toastmasters
  • Member, Patient Care Coordinator Roundtable Network
  • Lions Club
  • Society of Human Resource Management
  • Healthcare Business Management Association (HBMA)
  • International Council on Active Aging (ICAA)
  • American Health Information Management Association (AHIMA)
  • Certified Patient Account Representative (CPAR) through process

Certifications

  • Conflict Resolution in Healthcare Certificate – initiative
  • Certified Medical Office Assistant (CMOA), Summit Group
  • CompTIA A+ Technician
  • Certified Professional in Healthcare Quality (CPHQ) - initiative
  • Certified in Medical Billing and Coding – Summit Group
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Basic Life Support (BLS) for Healthcare Providers - American Heart Association
  • CPR Instructor Certification, standard

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