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Skills

  • Method equipment
  • Communications
  • Cross-departmental communication
  • Data entry
  • Attention to Detail in Data Entry
  • Call center metrics monitoring
  • Chart pulling
  • Customer service
  • Operational improvement
  • HIPAA compliance

Work Experiences

  • Assisted with outbound patient outreach campaigns, yielding a 51% increase in patient follow-ups within 8 months.
  • Achieved Innovation Award for managing the intake and processing of 12 new patient requests monthly, without scheduling conflicts.
  • Collaborated with product to streamline referral processes.
  • Transported Power BI to the past year customer locations.
  • Looked for industry trends on social media and through online sources.
  • Achieved recovery within the past year.
  • Achieved 37% accuracy in handling billing adjustments.
  • Explained treatment plans and payment options.
  • Went over the doctors' daily care slips.
  • Achieved a 78% satisfaction rating.

Summaries

  • Achieved a 48% reduction in errors.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.
  • Access Center Representative with stellar time management skills, adept at handling complex scheduling systems, and consistently improving departmental KPIs by reducing patient wait times.
  • Accomplished Access Center Representative specializing in handling 3 inbound calls daily while maintaining a 17% satisfaction rating and improving call handling efficiency.
  • Access Center Representative with a strong background in healthcare operations.
  • Achieved Top Performer for handling 14 new patient requests monthly.
  • Access Center Representative with a knack for improving patient flow by implementing a pre-check-in system that reduced front desk wait times by 48%, leading to greater patient satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Patient Service Representative with extensive knowledge of program.
  • Complete patient education is a success.

Accomplishments

  • Collaborated with team of 10 in the development of framework.
  • Consistently maintained a call accuracy rate of 48%, reducing the need for additional verification steps and follow-up calls.
  • Performed detailed payment transactions through method, ensuring 82% error-free patient billing.
  • Streamlined the payment processing workflow, resulting in a 62% faster transaction completion rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Spearheaded the development of a department-wide training guide, reducing repeat errors by 16% in the first two years.
  • Optimized appointment scheduling protocols, increasing team productivity and reducing patient wait times by 50%.
  • Developed a patient feedback questionnaire, helping to assess and enhance service delivery efforts, leading to a 26% satisfaction improvement.
  • Trained 14 staff members in conflict resolution techniques, which resulted in a 20% decrease in patient grievances.
  • Led a team initiative to overhaul call scripts, reducing call time by an average of 4 minutes per patient inquiry.

Affiliations

  • Rotary International
  • Graduate, Medical Administrative Assistant Training Program at Seattle
  • International Association of Administrative Professionals
  • Bilingual Customer Support Volunteer, category
  • International Council of Nurses
  • Active Member, Association for Patient Experience (AFPE)
  • Society of Human Resource Management
  • Certified Participant, American Board of Quality Assurance and Utilization Review Physicians (ABQAURP)
  • National Association of Social Workers
  • Affiliate, Health Information Alliance

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Call Center Manager (CCCM)
  • Project Management Professional (PMP)
  • Certified Billing and Coding Specialist (CBCS)
  • Professional Patient Access Certification (PPAC)
  • Cisco Certified Network Associate (CCNA)
  • Handling Difficult Callers Certification
  • Apple Certified Associate (ACA)
  • Certified Public Accountant
  • Licensed Practical Nurse (LPN) - Denver

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