Brent D. Craft
Summary
Experienced healthcare professional with proven ability to foster relationships with patients, colleagues, and providers. Highly organized, diligent, and detail-oriented, with extensive experience in managing patient care and improving office operations. Seeking opportunities for professional growth in the healthcare field.
Overview
11
11
years of professional experience
Work History
Ambulatory Services Representative III, New Patient Coordinator
Boston Medical Center
05.2022 - Current
- Monitors incoming referral queue and ensures timely consultations
- Schedules Hematology and Oncology patients with complex series of appointments and treatment regimens
- Requests and uploads pathology, radiology and other medical records into EPIC, Care Everywhere and OnBase
- Collaborates with Radiation Oncology, Radiology and other BMC departments to coordinate care for patients
- Coordinates with inpatient providers to schedule outpatient appointments u hospital discharge
- Responds to requests by using multiple forms of communication including calls, emails and EPIC messaging
- Trains and mentors new ASRIIIs
Ambulatory Services Representative II
Boston Medical Center
06.2021 - 05.2022
- Assisted with managing all front desk activities
- Coordinated patient care for surgeons and physician assistants
- Provided customer service, registration, referrals and prior authorizations
- Created a positive patient experience by making sure that each patient was taken care of and seen by the MD.
- Utilized EPIC to schedule and organize appointments based on patients’ needs
- Maximized workflows by maintaining work queues that involve insurance and referrals to make registration efficient
- Performed office duties such as faxing, making copies and answering incoming calls
Ambulatory Services Representative III
Boston Medical Center
12.2020 - 06.2021
- Coordinated surgeries as well as pre-operative, post-surgical visits and any radiology testing.
- Handled incoming calls from patients and outside providers.
- Worked the referral queue to schedule new patients and colonoscopies.
- Created surgical letters and reminders to send to patient.
- Initiated prior authorizations for exams
- Managed doctor’s outlook calendar.
- Overawed all incoming faxes for the clinic.
- Worked with the doctors and the physician assistants to streamline care for patients
Ambulatory Services Representative
Boston Medical Center
07.2018 - 12.2020
- Greeted patients as they enter the clinic.
- Generated and organize charts
- Resolved incoming phone calls and staff questions.
- Managed master schedule for the clinic.
- Communicated through multiple platforms, like email, epic, skype with busy office staff and providers.
- Created daily schedule for the medical assistants.
- Coordinated with outside facilities.
- Implemented COVID-19 protocols.
- Job shadowed in Colorectal Surgery since October 2020
Call Center Quality Analyst
Boston Medical Center
05.2017 - 07.2018
- Assisted call center management in implementing a comprehensive quality audit system.
- Conducted daily, weekly and monthly audits of call center representatives
- Created agent evaluation forms using Virtual Observer application.
- Developed individual performance scorecards which are used by mangers in staff feedback sessions
- Provided detailed and timely feedback and recommendation to management on performance results.
- Identified process issues that are obstacles to providing a positive experience for patients.
- Participated in new hire and staff training sessions
- Facilitated calibration sessions with internal clinics supported by the call center.
- Identified opportunities to improve the work process
- Trained and certified as a superuser in Epic and supported major Epic implementation
Patient Service Representative
Boston Medical Center
10.2014 - 04.2017
- Responded to and resolved general patient inquires, including scheduling appointments, registering new patients and providing information used by clinical staff.
- Trained in AIDET to provide patients with a professional, empathetic and courteous approach through effective listening, written and verbal communication skills.
- Used a variety of computerized systems (Epic, EWS, SDK and Nehen) to successfully address patient needs.
- Managed patient contacts for first call resolution and escalate issues that fall outside of the existing protocols.
- Assisted with new employee training of skills required to perform the job, which include system training for SDK, EWS, NEHEN and EPIC functionality.
- Processed outbound follow up patient calls.
Education
Bachelors of Art -
Texas State Technical College
12.2006
Skills
- Strong work ethic
- Multitasking and organization
- Decision-making
- Problem-solving abilities
- Excellent communication
- Team collaboration
Additional Experience
- John Hancock Financial Service Long Term Care: Customer Service Representative
- Tufts Health Plan Outbound Call Center Representative
- Maximus Inc. Position: Customer Service Representative
- Online Resources Corporation Financial Services Representative
- Computer Sciences Corporation Senior Help Desk Analyst
- Picture People Store Manager
- Tickets.com Call Center Representative
Timeline
Ambulatory Services Representative III, New Patient Coordinator
Boston Medical Center
05.2022 - Current
Ambulatory Services Representative II
Boston Medical Center
06.2021 - 05.2022
Ambulatory Services Representative III
Boston Medical Center
12.2020 - 06.2021
Ambulatory Services Representative
Boston Medical Center
07.2018 - 12.2020
Call Center Quality Analyst
Boston Medical Center
05.2017 - 07.2018
Patient Service Representative
Boston Medical Center
10.2014 - 04.2017
Bachelors of Art -
Texas State Technical College
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