A'bria O'Neal
Duke Health - Benign Hematology
RALEIGH,NC
9
years of professional experience
Adaptable professional with experience in patient service and customer care. Strong background in managing inquiries and resolving issues efficiently, contributing to enhanced patient experiences and operational effectiveness.
Work History
Patient Service Associate
7 Months- Educated patients on insurance coverage options and financial responsibilities.
- Supported healthcare team by coordinating patient flow and ensuring timely service delivery.
- Adapted quickly to new software tools and procedures, enhancing operational efficiency.
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
- Assisted patients in navigating financial processes and insurance claims.
- Provided support in determining eligibility for financial assistance programs.
- Answered over 20 customer communications per day via telephone, email and web chat.
- Coordinated efforts to engage insurance companies and third-party entities for timely authorization approvals.
- Evaluated and modified claims for Medicare, enhancing clarity and adherence to regulatory standards.
Hostess
1 Year 7 Months- Greeted and seated guests, ensuring optimal dining experiences and guest satisfaction.
- Managed reservation system to optimize table turnover and enhance service efficiency.
- Collaborated with kitchen staff to ensure timely food delivery and resolution of guest inquiries.
- Assisted in training new staff on customer service protocols and restaurant procedures.
- Monitored dining area for cleanliness and ambiance, maintaining high standards of presentation.
- Coordinated with management on special events, contributing to seamless execution and guest engagement.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
Patient Service Associate
2 Years 1 Month- Managed patient registration processes using electronic health record systems effectively.
- Maintained accurate patient records to enhance data integrity and compliance standards.
- Assisted patients with scheduling appointments and managing inquiries.
- Collaborated with multidisciplinary teams to improve patient experiences and outcomes.
- Promoted a welcoming atmosphere by greeting patients upon arrival, quickly addressing their needs, and answering questions clearly.
- Resolved patient concerns efficiently, fostering positive relationships within the healthcare environment.
- Maintained confidentiality by properly handling sensitive patient information in accordance with HIPAA guidelines.
- Contributed to a positive work environment by effectively collaborating with medical staff and other departments.
- Maintained a clean and organized reception area, creating a comfortable environment for patients and visitors during their time at the facility.
- Managed multiple phone lines, addressing patient inquiries and directing calls to appropriate departments as needed.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Handled cash transactions accurately while managing the daily collection of copays, deductibles, or other fees from patients at the time of service.
- Reduced errors in data entry by diligently verifying information on forms prior to submission into the system.
- Prepared and processed patient referrals and transfer requests.
Hostess Trainer/Back Office Administrator
6 Years 11 Months- Trained new host staff on customer service protocols and operational procedures.
- Streamlined seating processes to enhance guest flow and reduce wait times.
- Developed training materials to improve onboarding effectiveness for new employees.
- Mentored team members in conflict resolution and effective communication skills.
- Led workshops focusing on teamwork and collaboration among front-of-house staff.
- Regularly monitored customer feedback through surveys or direct conversations, making adjustments accordingly to improve service quality.
- Partnered with the management team to identify areas of improvement and implement changes that positively impacted overall restaurant operations.
- Assisted in conflict resolution between customers and staff, fostering a positive work atmosphere.
- Streamlined training process for new hostesses, reducing onboarding time significantly.
Scheduling Coordinator
2 Years 1 Month- Led initiatives to optimize resource allocation, resulting in improved project delivery timelines.
- Developed and maintained detailed project timelines, enhancing workflow efficiency and accountability.
- Implemented scheduling software to streamline operations and improve communication among departments.
- Coordinated schedules for project teams, ensuring alignment with client deadlines and resource availability.
- Analyzed scheduling conflicts and resolved issues proactively to minimize disruptions in project execution.
- Collaborated with cross-functional teams to ensure seamless integration of schedules across multiple projects.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
Customer Care Advocate
2 Years 2 Months- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance customer service processes and policies.
- Trained new team members on company systems and best practices for customer interaction.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Managed escalated customer issues, ensuring timely resolutions aligned with company standards.
- Implemented workflow enhancements that increased efficiency in response times and service quality.
- Maintained high levels of customer retention with proactive outreach initiatives.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Enhanced company reputation through exceptional customer service and follow-up on inquiries.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
Customer Sales Support Representative
10 Months- Managed customer inquiries and support requests, ensuring timely resolutions to enhance satisfaction.
- Coordinated order processing and fulfillment, maintaining accuracy in product delivery timelines.
- Analyzed customer feedback to identify trends, driving product improvements and service enhancements.
- Developed training materials for new hires, streamlining onboarding processes and improving team efficiency.
- Led cross-functional meetings to address operational challenges, fostering teamwork and communication among departments.
- Implemented process improvements that increased workflow efficiency and reduced response times for customer queries.
- Implemented feedback from clients to improve products and services through continuous improvement initiatives.
- Improved overall customer experience with attentive service and prompt issue resolution.
- Developed strong relationships with key clients by consistently exceeding expectations in terms of service quality and reliability.
- Maintained detailed records of customer interactions, ensuring accurate information for follow-up communications.
Education
Bachelor of Science - Business Marketing
Skills
Insurance verification
Claims processing
Authorization management
Third-party authorizations
Patient onboarding
Care coordination
Referral management
Workflow management
Inbox management
Secure messaging
Client relations
Problem-solving
Interests
I enjoy sketching and drawing
which helps improve my creativity and attention to detail.
Dancing
DIY and Home Improvement
Cooking
Music
Blogging/Vlogging
Gym Workouts
Timeline
Patient Service Associate
Duke Health - Benign Hematology
01.2026 - CurrentRead More
Hostess
Foxcroft Wine Company
01.2025 - 08.2026Read More
Patient Service Associate
Duke Health- Otolaryngology
12.2023 - 01.2026Read More
Scheduling Coordinator
Penmarc Inspired Spaces
07.2021 - 08.2023Read More
Customer Sales Support Representative
Lenovo
07.2019 - 05.2020Read More
Customer Care Advocate
Customer HD
04.2019 - 06.2021Read More
Hostess Trainer/Back Office Administrator
Kings Bowl America
07.2017 - 06.2024Read More
Johnson & Wales University
Bachelor of Science from Business Marketing
Read More