Barbara Harlock
Goodyear,USA
Summary
Customer-centric specialist trained in the Disney Institute's quality service principles, with a focus on creating emotional connections and brand loyalty with guests. Expertise in proactive problem-solving, immediate service recovery, and maintaining show-ready environments to ensure seamless operations. Results-oriented reservations agent with a track record of exceeding customer satisfaction goals at Southwest Airlines.
Overview
10
10
years of professional experience
Work History
Lead Virtual Medical Assistant
HonorHealth
Phoenix, AZ
12.2024 - Current
- Lead a team of 18 Medical Assistants.
- Provide customer and internal team member support using company knowledge base articles and critical thinking to analyze problems, identify root cause and troubleshoot issues to achieve resolutions.
- Train new incoming Medical Assistants to insure they will pass their quality test and graduate to work from home status.
- Provide coachings to the team members, conduct biweekly team huddles and assist with the QA process.
- Oversee the Telehealth department by scheduling, precharting, assist with connecting the patient to the system and advising the provider of patients status.
- Also provide assistance to the provider with prescriptions, follow up scheduling and any technical issues during the visit.
- Epic super user and team preceptor.
- When call volume is excessive I get into the queue and assist with scheduling patients, assisting with medication refills and sending messages to patients PCP's.
Virtual Medical Assistant
Honor Health
Phoenix, AZ
06.2023 - 12.2024
- Inbound customer service calls, 60-70 calls taken per day, navigate multiple systems during phone calls for 90% of the workday.
- Verify demographics, schedule primary care appointment's and actively verify patient insurance as well as process medication refills & request referrals.
Customer Service Representative
HonorHealth
Phoenix, AZ
10.2022 - 06.2023
- First point of contact for all patients that call the Customer Navigation Center.
- Daily incoming calls include new patient registration, appointment scheduling and support of in-network referrals.
- Daily call backs from emails sent from patients to schedule appointments.
Lead Patient Service Representative
Honor Health/NOAH
Phoenix, AZ
10.2021 - 10.2022
- Serves as an expert resource for department employees, as well as those outside the department, in regards to scheduling requirements, pre-registration, and insurance verification matters.
- Tracks performance and provides feedback to Supervisor on staff performance for evaluation purposes.
- Maintains all departmental and network policies, procedures and guidelines to ensure optimal execution of departmental tasks and achievement of goals.
- Participates in process improvement activities and implements process changes as directed by Supervisor.
- Supports Supervisor in other activities, as needed.
- 60-80% of time spent will be in Patient Service Representative role answering patient calls and completing registration.
- Other responsibilities as assigned.
- First point of contact for all patients that call the Patient Engagement Center.
- Daily incoming calls include new patient registration, appointment scheduling and support of in-network referrals.
- Daily call backs from emails sent from patients to schedule appointments.
Covid Vaccinator
FEMA
Nashville, TN
02.2021 - 05.2021
- Deployed to Nashville with FEMA doing Covid vaccines for the local community.
- Administering approximately 55 per day.
Wildland Firefighter/EMT
Fireline Medics
Moscow, ID
08.2018 - 05.2021
- On call position during wildland fire season, escorted wildland fire fighters into the field where they are scheduled to work for their shift, keep the correct medical supplies stocked, treat any medical emergencies and transport to the nearest hospital or helipad for any extreme emergencies.
- Attend daily briefings, assist in Med tent when not out in the field, prepare daily reports for Command staff.
Administrative Assistant/Receptionist
Antigua & Slazenger
Peoria, AZ
07.2019 - 05.2020
- Answer phone for 300+ employees, mail sorting and distribution, visitor sign-in and accountability, data entry, assisted in the displaying of merchandise, updated monthly staff newsletter and distributed, organized daily invoices (+225) and prepared them for computer input, scheduled production floor tours, assisted on production floor during peak season, volunteered to continue working during the Covid-19 shutdown.
Medical Assistant
UnitedHealth Group
Deer Valley, AZ
01.2017 - 07.2019
- Scheduled annual wellness visits, rooming patients, check-in, check-out, insurance authorization, answer phones, FOC's & LPQ's, data entry.
Juvenile Detention Officer
Maricopa County
Mesa, AZ
10.2015 - 01.2017
- Badged officer for Maricopa County, safety and security of youth while in a locked facility awaiting trial, daily reports, assisted in classroom staffing.
- Organized career days with guest speakers.
- Assisted youth in options for their future with GED prep and college options.
Education
Bachelor's degree - Managament
Grand Canyon University
Phoenix, AZAAS - Medical Assisting
Dakota College at Bottineau
Bottineau, NDSkills
- Microsoft Access
- Microsoft Word
- Sabre
- EPIC charting
Timeline
Lead Virtual Medical Assistant
HonorHealth
12.2024 - Current
Virtual Medical Assistant
Honor Health
06.2023 - 12.2024
Customer Service Representative
HonorHealth
10.2022 - 06.2023
Lead Patient Service Representative
Honor Health/NOAH
10.2021 - 10.2022
Covid Vaccinator
FEMA
02.2021 - 05.2021
Administrative Assistant/Receptionist
Antigua & Slazenger
07.2019 - 05.2020
Wildland Firefighter/EMT
Fireline Medics
08.2018 - 05.2021
Medical Assistant
UnitedHealth Group
01.2017 - 07.2019
Juvenile Detention Officer
Maricopa County
10.2015 - 01.2017
Bachelor's degree - Managament
Grand Canyon University
AAS - Medical Assisting
Dakota College at Bottineau