BARBARA WILLIAMS
Humble,TX
Summary
- Expert at multitasking in a fast-paced environment. Professional Administrative Supporter with experience in all aspects of office management, including file and document management, inventory allocation, and technical training. Bringing 7 years of outstanding performance in related roles to the table. Ability to work independently or in a team environment with a self-motivated work ethic. Highly organized and hardworking, with a clear focus on ensuring that operations are efficient and accurate. Capable of gathering and organizing specific data as well as converting documents into the desired formats. Professional with 7 years of experience handling a wide range of administrative support responsibilities. Positive, upbeat team player with superior clerical knowledge and a can-do attitude. Positive, upbeat team player with superior clerical knowledge and a can-do attitude. Epic Inventory Epic Certification in any application Experience supporting third party applications such as Dragon Medical One HB Resolute Revenue Cycle/Billing Charge Router Clerical healthcare experience (scheduling, registration, referral and/or insurance) Epic Cadence certification Epic Clinic Experience in consulting with vendors, clients and management Strong problem and issue resolution experience Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Patient Support Specialist / Medical terminology
St. Joseph Medical Center
04.2010 - 08.2017
- Recorded new hires, transfers, terminations, changes in job classifications, and merit increases in the main human resources files
- Organized staff and out-of-town visitors' travel arrangements, including vouchers, agendas, and transportation
- Identified and recommended changes to existing processes to improve the customer service department's accuracy, efficiency, and responsiveness
- Answered a multi-line phone system and transferred callers to the appropriate department or staff member
- Kept track of expenses and kept accounting records in Epic, Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Warmly greeted patients and visitors and made each feel welcome
- Helped patients complete activities of daily living
- Responded to emergency situations to help with lifting and transporting patients
- Cleaned, sanitized and moved hospital equipment
- Lifted or assisted others to lift patients to move them on or off beds, surgical tables or stretchers
- Provided physical support to patients through diverse types of mobility assistance
- Used wheelchairs, stretchers and movable beds to move patients between hospital locations
- Collected laboratory specimens, dropped off at laboratories and picked up test results
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Cleaned, prepared, and maintained examination rooms and treatment areas
- Provided clinical support for patient care delivery
- Assisted physicians and clinicians with examinations, procedures, and vital signs monitoring
- Contributed to reduction in patient wait times with actionable solutions surrounding patient check- in processes
- Communicated with patients and families proactively to gather information on patient's condition
- Greeted patients warmly and assisted Physician in preparing patients for exams and procedures by assessing vital signs and recording medical histories
- Answered phone calls and scheduled or followed-up on appointments
- Employed online tracking systems to manage medical supply inventory, insurance records, patient charts and company files
- Managed medical practice administrative needs to provide patient satisfaction
- Managed incoming telephone calls, took messages and directed callers to personnel
- Completed claims forms for different types of appointments and worked on resolutions for denials or other insurance issues
- Prepared new charts, updated existing charts and managed records transfers between offices
- Answered 50/75 average daily phone calls to schedule appointments and address patient inquiries
- Work History
- Promoted available products and services to customers during service, account management, and order calls
- Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders, and pricing needs
- Taught new employees about the company's operations, policies, and services
- Through the use of effective marketing strategies, I was able to exceed my sales targets
- Recorded new hires, transfers, terminations, changes in job classifications, and merit increases in the main human resources files
- Organized staff and out-of-town visitors' travel arrangements, including vouchers, agendas, and transportation
- Identified and recommended changes to existing processes to improve the customer service department's accuracy, efficiency, and responsiveness
- Answered a multi-line phone system and transferred callers to the appropriate department or staff member
- Used wheelchairs, stretchers and movable beds to move patients between hospital locations.
- Helped patients complete activities of daily living.
Lead (Manger) Patient Service Representative
St Joseph's Hospital
10.2017 - 11.2022
- Answered patient questions and fielded complaints to resolve issues
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Coordinated with patients and healthcare professionals to meet patient needs
- Scheduled and confirmed patient appointments with patients and healthcare professionals
- Supported hospital and clinic operations using customer service skills and detailed system knowledge
- Documented and managed patient information in computer system
- Ran credit card batches and balanced deposits on daily basis
- Referred patients to appropriate professionals and services
- Checked daily doctor schedules and verified insurance
- Scheduled patient appointment and procedures
- Supervised team of representatives by monitoring patient satisfaction, assessing performance and resolving complaints
- Generated reports and statements each month to review outstanding balances and identify accounts in need of collection processing
- Provided consultations for patients about rights and services
- Met with patients and family members to discuss medical procedures, medications, treatments and continuing care plans
- Used sliding payment scale to assess fair charges for patient healthcare
- Maintained electronic medical records for all clients
- Pulled patient records and transferred information to appropriate parties
- Provided respectful assistance to patients, staff members and insurance company representatives
- Entered patient insurance, demographic and health information into software and confirmed records
- Successfully coordinated all users, technical staff, and support personnel for the project meetings
- Used Epic,Microsoft Office Word, Excel, PowerPoint, Outlook to keep track of and confirm patient information such as insurance, demographics, and medical history
- Used email and the phone to communicate effectively with staff, patients, and insurance companies.
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Reviewed and corrected claim errors to facilitate smooth processing.
Customer Service Representative
Clark, S4 Communications
07.2020 - 12.2022
- Observing and interpreting patients' heart monitors and checking for abnormalities, including irregular heartbeats, arrhythmias, and cardiac arrest
- Attaching electrodes to patients' bodies and recording electrical impulses from the heart to perform EKGs
- Using hospital equipment and medical technology to perform various tests on patients' hearts, such as stress tests
- Recognizing and responding to any abnormal conditions in patients' heartbeats
- Interpreting test results and reporting any changes in heart readings or EKGs to the Doctor or Nurse in charge of the affected patient.
- Reporting any necessary equipment repairs in a timely manner
- Assisting with the training of new staff in medical monitoring systems
- Delivering quality patient care services
- Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys
- Answered a minimum of 200 calls per Day to help customers with their questions and concerns
- Was in charge of collecting, processing, and shipping lab specimens
- Gathered data while adhering to research protocols, operations manuals, and case report form specifications
- Took part in initiation visits and investigator meetings, as well as trial implementation in accordance with study timelines and budget
- Answer all incoming Customer Service calls promptly and manage them effectively and efficiently
- Address questions and educate patients, practices, and sales staff
- Handle specified technical monitor issues
- Redirect calls to subject matter experts as defined in protocols
- Notate patient accounts for activities and disconnect
- Assist patient’s requests for additional supplies by placing orders on their behalf
- Document all calls or correspondences
- Handle Emails/VM s as assigned
- Demonstrate empathy and decrease customer tension
- Promote the value of Preventice remote monitoring to reduce cancellations
- Must communicate in a professional, empathetic and diplomatic manner with good voice quality, dictation, and articulation
- Works to achieve the day-to-day Customer Service Team’s quality and productivity goals
- Exhibit a high sense of urgency
- Identify, document and escalate potential patient or practice complaints per standard operating procedures
- Other duties as assigned
- Kept up to date on product knowledge to meet customer needs and increase sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
PPO’s, HMO -
Kashmere High School
2004
Skills
- Strong organizational and time
- Management skills; ability to adapt
- Quickly to changing priorities
- Maintain confidentiality and comply with
- Health Insurance Portability and
- Accountability Act (HIPAA)
- Strong communication skills and the
- Ability to interact with all levels of the
- Organization
- Strong working knowledge of Microsoft
- Office and other productivity tools, and
- Assigned applications and technologies
- Understanding of healthcare
- Interoperability especially in Claims,
- EMR, Clinical and Lab applications
- Solid communication skills, both oral and
- Written
- Strong conceptual, analytical, and
- Problem-solving skills
- Ability to provide customer focused
- Service and communicate the value of
- Proposed solutions
- Ability to collaborate and bring teams
- Together
- Ability to explain or demonstrate
- Technology in a manner suited to the end
- Use's
- Data entry
- Order and Refund Processing
- Understanding Customer Needs
- Customer Retention Strategies
- Sales
- Customer Data Confidentiality
- Upselling Products and Services
- Data Entry and Maintenance
Timeline
Customer Service Representative
Clark, S4 Communications
07.2020 - 12.2022
Lead (Manger) Patient Service Representative
St Joseph's Hospital
10.2017 - 11.2022
Patient Support Specialist / Medical terminology
St. Joseph Medical Center
04.2010 - 08.2017
PPO’s, HMO -
Kashmere High School
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