Aprianna Whylie

Warmly welcomed patients at the front desk, and checked them in for their appointments.

Answered telephone calls, recorded accurate messages, and relayed messages to designated staff.

Scheduled, rescheduled, and canceled appointments for patients via phone and in person.

Verified accurate patient demographic and insurance information to enter into the electronic medical system.

Entered no-show information, as well as identifying incomplete encounters, and communicated findings to providers as needed.

Secured patient information and maintained patient confidence by completing and safeguarding medical records in accordance with the Veteran Health Administration privacy standard.

Educated patients about procedures and physicians' instructions for appointments.

Communicated pertinent information and potential problems to physicians and nurses.

Participated in team huddles and team meetings to manage, plan, problem-solve, and follow up with patient care by sharing information and collaborating.

Organized consults and documents to maintain team productivity.

Assembled modality schedules for the next day.

Greeted each patient pleasantly, and helped with registration in a timely manner.

Verified patients' demographics in the computer system, as well as insurance, using Navicure, Navinet, Fusion, and other insurance websites.
Informed patients of financial responsibilities prior to rendering services.
Collected and processed patient payments.
Scanned completed forms, identification, and insurance cards, maintaining the patient documents folder.
Scheduled and followed up on patients' stat appointments.
Processed prior authorizations for patients who needed advanced diagnostic imaging, such as MRI, CT scans, and ultrasounds.
Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Retrieved faxes and uploaded documents to patient charts.

Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.

Updated customer accounts, addresses, and contact information within call management databases.

Scheduled evaluations and procedures for patients.

Met call speed, accuracy, and volume benchmarks on a consistent basis.

Maintained strong call control and quickly worked through scripts to address problems.

Handled calendars for over 200 medical clinics.

Motivated a team of 20 inbound agents to perform at or above a 90% conversion rate.

Helped ensure the team's third-party rate stayed above 75%.

Liaised between clinics and the call center.

Assisted with conflict resolution between service providers, clients, and employees.

Provided one-on-one coaching and training with new and existing agents.

Assisted with call calibration training.

Prepared and evaluated CRM reports to identify problems and areas for improvement.