Arienne Moses
Pre Encounter Representative III
Honolulu,HI
Summary
Reliable professional with a proven track record at Queen's Health Systems, excelling in customer support and problem-solving. Demonstrated ability to enhance patient service through effective communication and meticulous organization. Achieved significant improvements in service delivery by leveraging expertise in M365 and prioritization skills, ensuring high levels of patient satisfaction and retention.
Overview
2
2
years of professional experience
Work History
Pre Encounter Representative III
Queen's Health Systems (Queen's Access Center)
12.2023 - Current
- Responsible for scheduling patients for multiple outpatient services, i.e. primary care, specialty care, or hospital outpatient departments.
- Performs authorization, pre-registration, and insurance verification to ensure timely reimbursement for services provided.
- Regularly educate and advise callers of information regarding schedule inquiries, insurance eligibility and verification, and administrative services. needed during encounters to prevent delay in treatment and services. Also facilitates communication between hospital, clinic, and other health administrators.
- Fosters positive relationships with patients to provide quality service in a pleasant, professional, and timely manner, while being sensitive to guest services to restore customer confidence and to keep patient retention.
- Exceeded adherence levels through diligent work ethic, time management and focus on results-driven goals.
Patient Service Representative
Queen's Medical Center (Dental Clinic)
04.2023 - 12.2023
- Streamlined scheduling, registering, and processing patients for dental services. Determined patient’s needs and obtains demographic and financial data, registered patients information in system accurately.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided exceptional customer service to patients by answering questions and addressing concerns.
- Collaborated with clinical staff to coordinate care plans or appointments as requested, resulting in improved patient outcomes.
- Performed duties in a courteous and friendly manner that fosters superior patient service.
- Advised patient of payment policy. Explained patient charges and collects payment; kept accurate records of charges and receipts.
- Provided financial resources to patients in identifying anticipated dental clinic charges not covered by health plan, insurance, or other sources. Also assisted in completing all medical documentation needed for insurance authorizations.
- Audited daily entries on patient accounts for accuracy of charges, service dates, and diagnosis; checked with dental personnel and reconciles discrepancies as needed.
Bank Teller
First Hawaiian Bank
08.2022 - 04.2023
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Cultivated positive guest relations by managing information and orchestrating speedy service.
- Served customers by completing account transactions such receiving deposits and loan payments, cashing checks, issuing savings withdrawals, and recording night and mail deposits.
- Cross-sold bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customers’ needs, and directing customers to a branch representative.
- Completed special requests by closing accounts, taking orders for checks, opening and closing Christmas and vacation clubs, exchanging foreign currencies, completing safe-deposit box procedures, and providing special statements, copies, and referrals.
- Reconciled the cash drawer by proving cash transactions, counting and packaging currency and coins. Reconciled loan coupons and other transactions. Reconciled transactions by logging cashier’s checks, traveler’s checks, and other special services; preparing currency transaction reports.
- Maintains supply of cash and currency and turns in excess cash and mutilated currency to head teller.
- Complies with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, and assisting in certification of proof.
Education
Associate of Arts - Liberal Arts
Honolulu Community College
Honolulu, HI 05.2001 -
Skills
Customer Support
Client Service
Problem-solving aptitude
Excellent Communication
Continuous Improvement
Proficient in MS Office, Google Apps, Internet, and Email
Clerical and operations support
Multi-tasking strength
Organization and prioritization skills
Accomplishments
- Developed and implemented a comprehensive training program for 54 new hires including a 250 page workbook, detailed powerpoint slide presentations and daily lesson plans, weekly goal overviews, and updated and confirmed standard operating procedures.
- Implementing and maintaining centralized database on One Note of clinic and department information for consistent and efficient responses for a team consisting of 20+ people.
- Recognized in the Enterprise Access Insights for taking 1000+ calls in the month of June and July of 2024.
Timeline
Pre Encounter Representative III
Queen's Health Systems (Queen's Access Center)
12.2023 - Current
Patient Service Representative
Queen's Medical Center (Dental Clinic)
04.2023 - 12.2023
Bank Teller
First Hawaiian Bank
08.2022 - 04.2023
Associate of Arts - Liberal Arts
Honolulu Community College
05.2001 -
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