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Skills

  • Directing visitors
  • Team building
  • Sterilization procedures
  • Communications
  • Project organization
  • Collaboration and teamwork
  • Escalation management
  • Microsoft Office Suite proficiency
  • Conflict resolution
  • Cross-departmental collaboration

Work Experiences

  • Used Microsoft Excel to compile data gathered from various sources.
  • Achieved outstanding customer loyalty results.
  • Double-checked claims for errors, fixed problems, and mailed them out on time.
  • Used ServiceNow to schedule patient appointments and procedures.
  • Achieved cost savings of $6.
  • Addressed concerns regarding treatment plans.
  • Assisted healthcare professionals with administrative support, including record-keeping and appointment coordination, resulting in better workflows and higher patient satisfaction.
  • Achieved a claim approval rate of 16%.
  • Saved money by developing functional solutions to initiative problems.
  • Assisted in the creation of initiative procedures.

Summaries

  • Knowledge of medical record organization and patient advocacy is extensive.
  • Patient Service Representative with 9 years of experience who is always willing to help.
  • Dedicated to providing comprehensive support and efficient office administration.
  • Results-oriented Miscellaneous professional with process improvement, project management, and process improvement strengths.
  • Motivating leader who has built and managed process teams in the past.
  • Scheduling and patient education are two of her strong suits.
  • ServiceNow advanced abilities
  • Achieved faster response times.
  • Care Representative with client relations and cross-functional collaboration abilities.
  • ITIL certified

Accomplishments

  • Resolved escalated insurance claims, reducing contested claims by 48% while increasing overall patient trust and satisfaction levels.
  • Provided real-time emotional support and counseling to patients experiencing distress, improving customer feedback ratings in emotional care by 24%.
  • Trained and mentored a team of 15 new care representatives, resulting in a 17% improvement in claim approval rates for their assigned cases.
  • Achieved a 33% customer satisfaction rate by providing empathetic and knowledgeable support to patients, maintaining this average over 2015 in Denver.
  • Improved interdepartmental communication workflows in collaboration with medical staff, reducing patient document processing time by 16%.
  • 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.
  • Consistently maintained SLA (Service Level Agreement) targets, achieving 61% of support tickets resolved within 8 hours.
  • Led a quality assurance audit with zero non-compliance issues, ensuring full adherence to program across all processed claims for 6 months.
  • Developed a proactive outreach strategy that decreased recurring customer issues by 32%, leading to improved patient satisfaction scores.
  • Developed detailed procedural guides for multi-channel communication, improving resolution efficiency for insurance queries by 47%.

Affiliations

  • Member of the Case Management Society of America (CMSA) to further network in patient care coordination industries
  • Attendee at 2021 Annual Conference for Customer Support Professionals in Health Services
  • Secretary of the initiative Alumni health service club focused on networking and healthcare industry improvements
  • Active member of the Patient Experience Council, contributing to studies on improving care satisfaction across facilities
  • Participation in monthly professional development webinars hosted by system focused on optimizing patient intake processes
  • Member of the Care Coordination and Transition Management (CCTM) community for continuous learning on patient care optimization
  • Volunteer contributor to community health events organized by method
  • Affiliate of the Society of Healthcare Consumer Advocacy (SHCA) with focus on patient rights and services
  • Affiliate of the American Health Information Management Association (AHIMA), enhancing knowledge on patient data integrity
  • Member of the Professional Association for Customer Engagement (PACE), attending workshops geared towards care-focused customer retention

Certifications

  • Introduction to HIPAA Compliance Certification from Summit Group
  • First Aid/CPR
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Association for Project Management (APM)
  • Communication in Healthcare Certification from Cedar Works
  • Microsoft Office Specialist (MOS)
  • Certified Healthcare Access Associate (CHAA) from National Association of Healthcare Access Management (NAHAM)
  • CompTIA A+ Technician
  • Patient Scheduling and Operations Credential from process
  • Certificate in Compassionate Patient Care from Cedar Works

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