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Skills

  • Communications
  • Effective communication with patients and providers
  • Crisis management skills
  • Time management
  • Data entry accuracy
  • Organization
  • Process improvement
  • Team management
  • Healthcare operations knowledge
  • System updates

Work Experiences

  • Transported Power BI to the past year customer locations.
  • Awarded Top Performer for high call quality ratings.
  • Assisted with outbound patient outreach campaigns, yielding a 51% increase in patient follow-ups within 8 months.
  • Achieved reduction over three years.
  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved an Top Performer for high satisfaction scores.
  • Collected copayments and kept track of my finances on a daily basis.
  • Collaborated with logistics to streamline referral processes, cutting patient wait time by 47%.
  • Achieved this in 2022.
  • Had an excellent attendance record and was always on time for work.

Summaries

  • Achieved a 48% reduction in errors.
  • Access Center Representative adept in multi-tasking, managing an average of 7 daily transactions while maintaining a 44% accuracy rate in handling complex billing adjustments.
  • Achieved significant efficiency gains.
  • Achieved significant efficiency gains by developing weekly performance reports, offering actionable insights that boosted department productivity by 47%.
  • Access Center Representative with a knack for improving patient flow.
  • Achieved a 73% improvement in call handling efficiency.
  • Patient Service Representative with extensive knowledge of program.
  • Access Center Representative with expertise in high-volume task management.
  • Access Center Representative with a strong background in healthcare operations, recognized for streamlining referral processes, cutting patient wait times by 59% through cross-department collaboration.
  • 14 years of experience in high-volume call handling.

Accomplishments

  • Resolved product issue through consumer testing.
  • Documented and resolved system which led to method.
  • Developed an escalation path for critical issues, ensuring timely resolution and reducing escalations by 32%.
  • Generated daily, weekly, and monthly reports for management review, utilizing Asana for data accuracy and recommendation generation.
  • Used ServiceNow to manage patient call logs, ensuring quick retrieval of records and reducing search times by 19% minutes.
  • Optimized appointment scheduling protocols, increasing team productivity and reducing patient wait times by 50%.
  • Trained 14 staff members in conflict resolution techniques, which resulted in a 20% decrease in patient grievances.
  • Analyzed team performance metrics during weekly huddles, providing actionable feedback and increasing resolution rates by 17%.
  • Demonstrated excellent crisis management skills by efficiently addressing high-priority issues, reducing potential patient complaints by 76%.
  • Resolved complex patient inquiries on the first call 65% of the time, contributing to a reduced call transfer rate.

Affiliations

  • Volunteer, National Association of Personnel Services in Healthcare
  • Certified, Patient Communication Excellence from Ironclad Systems
  • Graduate, Medical Administrative Assistant Training Program at Seattle
  • Credentialed Professional, Certified Healthcare Access Associate (CHAA)
  • Member, Society for Healthcare Management and Telecommunications (SHMT)
  • Volunteer, Health Information Management Systems Society (HIMSS)
  • Affiliate, Health Information Alliance
  • Graduate, Certificate in Medical Billing and Coding from Harbor & Co.
  • Member, American Public Health Association (APHA)
  • Certified Participant, National Committee for Quality Assurance (NCQA)

Certifications

  • Adaptive Customer Service Skills Certification
  • Certified Billing and Coding Specialist (CBCS)
  • Certified Medical Administrative Assistant (CMAA)
  • Medical Office Front Desk Certification
  • Certified Outpatient Coder (COC)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Telehealth Coordinator (CTC)
  • Professional Patient Access Certification (PPAC)
  • Customer Relationship Management (CRM) Certification
  • Effective Communication Skills for Health Professionals

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