Brandy Taylor
Watauga Orthopedic
Greeneville,TN
12
years of professional experience
Team Leader experienced in front office operations. Improved patient satisfaction and operational efficiency through effective management of processes and collaboration among staff. Focused on training teams, fostering a positive work environment, and ensuring HIPAA compliance to enhance overall patient experience.
Work History
Front Office Team Lead
2 Years 1 Month- Provided accurate information on appointment scheduling and medical procedures to enhance patient experience.
- Led front office operations, ensuring seamless patient flow and optimal scheduling efficiency.
- Trained and mentored team members on best practices in patient interaction and administrative procedures.
- Enhanced electronic health record (EHR) management practices, ensuring accuracy in patient data entry and retrieval.
- Fostered a positive work environment through team-building activities, promoting collaboration among staff members.
- Fostered an open line of communication between staff members and higher-ups in order to facilitate any necessary improvements or changes.
- Monitored office supplies by checking inventory and placing orders.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever the employee was absent or at lunch.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered prompt service to prioritize customer needs.
Receptionist
9 Years 9 Months- Managed patient scheduling and appointment confirmations, ensuring efficient clinic operations.
- Processed patient intake forms and verified insurance information accurately.
- Coordinated communications between medical staff and families to enhance patient experience.
- Trained new reception staff on clinic protocols and customer service best practices.
- Facilitated effective communication between patients, physicians, and medical staff to enhance service delivery.
- Implemented electronic health record systems for accurate patient data management and retrieval.
- Trained new reception staff on office protocols and software systems for improved workflow efficiency.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Developed strong relationships with patients, fostering loyalty and trust in the practice's services.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Supported office staff and operational requirements with administrative tasks.
- Reduced no-shows by implementing an appointment reminder system through phone calls or text messages.
- Supported patient care by scheduling appointments to accommodate urgent health needs.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
- Obtained payments from patients and scanned identification and insurance cards.
Education
High School Diploma
Certified Nursing Assistant (CNA) - CNA
Skills
Insurance verification
Patient relations
Administrative support
Sensitive information handling
Operational support
Document management
Multitasking and organization
Team leadership
Task prioritization
Teamwork and collaboration
Exceptional communication
Customer service
Calendar management
Timeline
Front Office Team Lead
Watauga Orthopedic
07.2024 - CurrentRead More
Receptionist
Greeneville Pediatric Clinic
10.2014 - 07.2024Read More
South Greene High School
High School Diploma
Read More
Walters State Community College
Certified Nursing Assistant (CNA) from CNA
Read More