Brianna Casey
Charlotte,NC
Summary
Dedicated Patient Service Specialist with expertise in appointment scheduling, patient confidentiality, and conflict resolution. Committed to enhancing patient experiences and ensuring HIPAA compliance.
Overview
8
8
years of professional experience
Work History
Patient Service Specialist
OrthoCarolina
07.2025 - Current
- Assisted patients with appointment scheduling and registration processes.
- Managed patient inquiries through phone and in-person interactions.
- Updated and maintained accurate patient records in electronic health systems.
- Provided support to clinical staff by coordinating necessary documentation.
- Ensured a welcoming environment for patients by maintaining office organization.
- Collaborated with team members to improve patient flow efficiency.
- Educated patients on insurance options and payment processes.
- Resolved patient issues promptly, enhancing overall satisfaction levels.
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
Patient Access Representative
Spartanburg Regional Medical Center
01.2024 - 06.2025
- Facilitated patient registration processes, ensuring accurate data entry and compliance with healthcare regulations.
- Coordinated insurance verification procedures, enhancing efficiency in patient access operations.
- Managed appointment scheduling using Epic systems, optimizing patient flow and resource allocation.
- Assisted patients with inquiries, providing exceptional customer service and support throughout their visit.
- Collaborated with clinical staff to address patient needs, fostering a supportive care environment.
- Streamlined check-in procedures, reducing wait times and improving overall patient satisfaction scores.
- Monitored daily workflow to identify process improvements, driving operational excellence in service delivery.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Streamlined appointment scheduling for optimal clinic flow, reducing wait times significantly.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Payroll Specialist
Staffing Associates
06.2021 - 01.2024
- Processed payroll for over 500 employees, ensuring accuracy and compliance with federal and state regulations.
- Collaborated with HR to resolve employee inquiries regarding payroll discrepancies and benefits administration.
- Implemented process improvements that reduced payroll processing time by 15%.
- Developed detailed documentation for payroll processes to enhance team efficiency and knowledge transfer.
- Liaised with finance department to ensure timely distribution of paychecks and adherence to budgetary constraints.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Resolved payroll discrepancies quickly and successfully.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Maintained confidentiality of sensitive employee information while addressing payroll concerns or disputes.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
Toddler Teacher
Ida Thompson CDC
12.2019 - 06.2021
- Developed and implemented age-appropriate lesson plans to foster cognitive and social development.
- Cultivated a nurturing classroom environment, enhancing children's emotional well-being and security.
- Collaborated with parents to provide updates on child progress, promoting effective communication and involvement.
- Facilitated daily activities that encouraged motor skill development through play-based learning techniques.
- Evaluated children's developmental milestones, ensuring individualized support for diverse learning needs.
- Streamlined classroom routines to maximize instructional time and enhance engagement among toddlers.
- Assisted in maintaining a clean, organized classroom that met required health and safety standards according to state regulations.
- Created a safe, nurturing environment that fostered creativity, curiosity, and exploration among toddlers.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Developed individualized lesson plans tailored to each child''s needs, promoting overall growth and development.
Summer Camp Counselor
Spartanburg Martial Arts
07.2018 - 12.2019
- Coordinated daily activities and schedules for diverse group of campers.
- Mentored junior counselors, enhancing team dynamics and camper engagement.
- Developed and implemented safety protocols to ensure camper well-being.
- Managed conflict resolution among campers, maintaining a positive camp environment.
Education
High School Diploma -
Dorman High School
Spartanburg, SC05-2018
Skills
- Appointment scheduling
- Patient confidentiality
- Insurance verification
- Professionalism and ethics
- Healthcare systems
- Medical terminology
- HIPAA compliance
- Customer service
- Patient registration
- Conflict resolution
- Eligibility determination
- Patient education
- Friendly and outgoing
- Money handling
- Phone and email etiquette
- Payment processing
- Calm and effective under pressure
- Administrative and office support
Timeline
Patient Service Specialist
OrthoCarolina
07.2025 - Current
Patient Access Representative
Spartanburg Regional Medical Center
01.2024 - 06.2025
Payroll Specialist
Staffing Associates
06.2021 - 01.2024
Toddler Teacher
Ida Thompson CDC
12.2019 - 06.2021
Summer Camp Counselor
Spartanburg Martial Arts
07.2018 - 12.2019
High School Diploma -
Dorman High School