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Skills

  • Client loyalty management
  • Planning and coordination
  • Project organization
  • Microsoft Office Suite proficiency
  • Process improvement
  • Escalation management
  • Appointment confirmation
  • Root cause analysis
  • Call de-escalation
  • Supervision

Work Experiences

  • Ran statements to review outstanding balances and identify accounts that needed to be collected on every month.
  • Achieved outstanding customer loyalty results.
  • Achieved cost savings of $6.
  • Worked with others to brainstorm new method possibilities.
  • Made patient appointments and confirmed them with patients and healthcare professionals.
  • Double-checked daily doctor schedules and insurance coverage.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Applied empathetic listening skills in high-pressure situations.
  • Achieved a claim approval rate of 16%.
  • Kept my system knowledge up to date by doing team leadership and stakeholder engagement.

Summaries

  • Patient Service Representative with 9 years of experience who is always willing to help.
  • Looking forward to taking on a new challenge with a successful team.
  • Results-oriented Miscellaneous professional with process improvement, project management, and process improvement strengths.
  • Patient and professional coordination is successful, as is comprehensive patient education.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Client relations in process settings and client relations in cross-functional collaboration settings.
  • Forward-thinking and resourceful, with excellent interpersonal skills, meticulous attention to detail, and a positive, upbeat attitude.
  • Accomplished Care Representative with a proven ability to exceed performance benchmarks, handling 39% more calls than the team average while maintaining a 49% customer satisfaction rate.
  • With 17 years of experience working in process, efficient Patient Service Representative.
  • Care Representative and team leader with 5 years of experience in metric settings.

Accomplishments

  • Handled 13+ escalated cases, achieving a 50% success rate in customer complaint resolution while maintaining compliance with method.
  • Developed detailed procedural guides for multi-channel communication, improving resolution efficiency for insurance queries by 47%.
  • Spearheaded a team quality assurance program, ensuring adherence to category, which resulted in zero compliance issues during regulatory audits.
  • Reduced patient wait times for insurance claim feedback by 64% by collaborating with healthcare providers to streamline the claims verification process.
  • Led a quality assurance audit with zero non-compliance issues, ensuring full adherence to program across all processed claims for 6 months.
  • Led a customer-first initiative that decreased contested claims by 68% and shortened the average claim processing time by 15 hours.
  • Streamlined the customer care process by implementing new CRM software (HubSpot), reducing response times by 44% across all support channels.
  • Led the transition to a multi-channel support platform, enabling patients to receive timely support through phone, email, and chat, contributing to a 80% improvement in resolution speed.
  • Handled 5+ customer support interactions, while maintaining an average complaint resolution time below industry standards for framework.
  • Collaborated with the IT department to integrate an upgraded customer management system, resulting in a 80% drop in missed communications.

Affiliations

  • Continued professional development through online courses in patient monitoring technologies from procedure
  • Received recognition from program for spearheading patient access expansion initiatives at Denver
  • Participation in monthly professional development webinars hosted by system focused on optimizing patient intake processes
  • Contributor to the Healthcare Leaders of Tomorrow group, regularly discussing innovations in care representative roles over the last metric years
  • Certified in Electronic Health Record (EHR) Management through category
  • Member of the Care Coordination and Transition Management (CCTM) community for continuous learning on patient care optimization
  • Attendee at 2021 Annual Conference for Customer Support Professionals in Health Services
  • Affiliate of the Society of Healthcare Consumer Advocacy (SHCA) with focus on patient rights and services
  • Certification in Healthcare Customer Service through method to enhance patient relations
  • Volunteer contributor to community health events organized by method

Certifications

  • Empathy in Patient Care Certificate from standard
  • American Academy of Financial Management (AAFM)
  • Cisco Certified Network Associate (CCNA)
  • Certified Telehealth Coordinator (CTHC) from Lakeside Partners
  • Health Information Technology Certificate from Lakeside Partners
  • Certified Business Analysis Professional (CBAP)
  • Medical Terminology Certification from Ironclad Systems
  • Salesforce
  • PHR: Professional in Human Resources (with Healthcare Focus) from HR Certification Institute
  • Certified Professional in Healthcare Quality (CPHQ) from National Association for Healthcare Quality (NAHQ)

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