Abby bryant
Roanoke Rapids
Summary
Compassionate and detail-oriented Patient Support Specialist with experience in high-volume call environments, patient communication, and healthcare administrative workflows. Adept at managing inbound/outbound calls, guiding patients through sensitive processes! Known for delivering warm, accurate information while meeting or exceeding performance metrics. Thrives in structured, fast-paced, patient-focused settings.
Overview
4
4
years of professional experience
Work History
Patient Support Specialist
Ecu Health
01.2024 - Current
- Handled high volumes of inbound calls, online forms, and patient inquiries with professionalism and empathy.
- Conducted outbound calls and emails to convert leads into scheduled consultations, consistently meeting conversion targets.
- Provided warm, clear, and accurate information regarding physicians, services, and clinic locations.
- Guided patients through early steps of care, from referral to scheduled appointment.
- Accurately entered patient demographics and clinical information into Salesforce and Athena EMR.
- Sent and tracked consent forms and registration documents through DocuSign.
- Followed standardized scripts and workflows to ensure consistent patient experience.
- Collaborated with clinical staff to confirm next steps, handoffs, and patient readiness.
- Escalated clinical and financial questions to appropriate departments.
- Maintained strict HIPAA compliance and patient confidentiality.
- Met and exceeded scheduling, call handling, and performance goals.
- Participated in ongoing training, team meetings, and quality assessments to improve service delivery.
Phlebotomist
Halifax Health
06.2022 - 01.2023
- Collected blood samples using venipuncture and capillary techniques, ensuring patient comfort and safety.
- Prepared specimens for laboratory analysis, adhering to strict quality control protocols.
- Maintained accurate patient records and documentation for compliance with healthcare regulations.
- Assisted in training new phlebotomists on proper techniques and procedures.
- Collaborated with nursing staff to coordinate patient care and streamline workflows.
- Implemented process improvements that enhanced sample collection efficiency and reduced wait times.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
Education
GED -
Online
Daytona Beach, FL09-2022
Skills
- Patient confidentiality
- Follow-up coordination
- Insurance verification
- Medical terminology
- Inbound & Outbound Patient Communication
- High-Volume Call Handling
- Appointment Scheduling & Lead Conversion
- HIPAA Compliance & Patient Confidentiality
- Multitasking & Workflow Navigation
- DocuSign & Form Processing
- Care Coordination & Team Collaboration
- Compassionate, Clear Communication
Timeline
Patient Support Specialist
Ecu Health
01.2024 - Current
Phlebotomist
Halifax Health
06.2022 - 01.2023
GED -
Online