BRID LEYLAND
Summary
Customer Service orientated with a passion to help people is always the goal. Ability to work well within a team and being a leader when called upon. With a skill set of great communication, good organizational skills and detail oriented required for any office environment. Always having a positive outlook and attitude that is contagious.
Overview
7
7
years of professional experience
Work History
Lead Patient Service Representative
Evergreen Health Primary Care Clinic
2024.02 - Current
- Managed front desk operations, maintaining organization and ensuring all necessary paperwork was completed prior to appointments.
- Reduced no-show rate by implementing a reminder system for upcoming appointments, improving patient engagement and clinic efficiency.
- Improved communication between departments by serving as a liaison between patients, healthcare providers, and administrative staff.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Provided support during high-volume periods, effectively managing multiple tasks simultaneously while maintaining composure under pressure.
- Ensured compliance with organizational policies and procedures through thorough monitoring of daily operations at the front desk area.
- Developed strong relationships with patients by actively listening to their needs and coordinating appropriate services accordingly.
- Provided exceptional support to clinical staff during high-stress situations, ensuring efficient management of resources and optimal patient care.
- Conducted insurance verifications and pre-authorizations to expedite patient care and reduce billing errors.
- Streamlined appointment scheduling for increased efficiency and reduced patient wait times.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided coaching to the front desk and facilitates problem solving.
- Provide weekly Front Desk Metrics Reports.
- Attend monthly meetings, communicates and trains PSR's on new processes and updates
- Order office supplies, Provider business cards, clinic brochures nd keep within budgetary guidelines.
- Responsible for the monthly Patient Service Representative Calendar to ensure coverage for the clinic.
Patient Care Coordinator, Front Desk Lead and Medical Receptionist
Northwest Ketamine Clinics
2022.01 - Current
- First point of contact for patients
- Answering phone calls, greeting patients in office, appointment check-in and check-out
- Billing
- Schedule Appointments for all 3 Clinic locations
- Template Providers Calendars for all 3 Clinic locations
- Work as a team with the intake specialists to schedule new patient treatment series
- Support the nursing team with their patients before and after care
- Maintain efficiency in the treatment schedule, help ensure good work flow in office
- Perform insurance benefits eligibility checks, estimates, and pre-authorizations
- Keep front office lobby, recovery room and kitchen areas clean and tidy
- Maintain and update PCC data on a daily basis
- Work closely with the ARNP to ensure smooth running of the clinic.
Patient Support Coordinator
Immanence Health Queen Anne
2021.01 - 2021.12
- Direct Liaison between Doctors and Patients
- Providing both before and after care assistance to appointments
- Supporting the Front Desk
- Billing
- Providing therapy back up assistance
- Scheduling Appointments for Prospective and Current Patients
- Go over patient protocols, assist in obtaining scripts, supplements, lab requisition, test kits
- Prior Authorizations for Prescriptions through Insurance
- Open and Close Clinic.
Site Administrator
Sophia Health Institute
2019.01 - 2020.10
- Described as the bridge that connects the Health Institute to the Medical Spa
- Schedule appointments for patients by phone, in person and via email
- Keep the team and patients on time and ensure a smooth running of the whole Spa
- Ensure all supplies are available for the running of the spa
- Complete daily and weekly Status Report
- Wear many hats and fill many roles
- Motivate my team to give their best everyday.
Clinical Support Coordinator
Sophia Health Institute
2018.06 - 2019.01
- Working alongside the doctor to provide Patient Support
- Sending and Clarifying Patient Prescriptions to patient preferred pharmacy
- Responded to all patient enquiries on behalf of the doctor
- Ensured all paperwork was completed prior to patients doctor visit
- Ensured Treatment room was prepared and stocked before doctor visit
- Many any necessary changes to patients schedule as requested by the doctor
- Assisted Patients with their medical supply requests.
Front Desk Coordinator
Sophia Health Institute
2017.09 - 2018.06
- Handled all incoming calls
- Checked Patients in for their appointments
- Updated address and insurance card details
- Scheduled Patients for doctor and spa visits over the phone and in person
- Processed credit card payments for treatments and dispensary products
- Scanned in all patient files and lab requests
- Faxed and phoned in Prescriptions for Patients to Pharmacies
- Scheduled any outside appointments requested by doctors example for addition mri scans, dental etc
- Ensured customers were all taken care of, office was clean, tidy and inviting.
Customer Service Agent
Bishop and Associates (part Of Farmers Insurance)
2017.03 - 2017.09
- Processed all incoming calls
- Maintained and Updated customer Policy Records
- Provided competitive quotes for home and auto insurance, found the best available coverage to meet the customers needs
- Processed all incoming and outgoing mail.
Education
Certificate - Indian Head Massage - Health and WellBeing
Preston College - Preston United Kingdom
06.1998
Diploma - Reflexology - Health and Well Being
Preston College - Preston United Kingdom
06.1997
Certificate - Computer Office Procedures and Business Studies
Regional Technical College - Co Galway, Ireland
06.1990
High School Diploma -
McHale College - Achill, Co Mayo, Ireland
06.1989
Skills
- HIPAA Compliance
- Effective problem solving
- Office Administration
- Insurance Verification
Timeline
Lead Patient Service Representative
Evergreen Health Primary Care Clinic
2024.02 - Current
Patient Care Coordinator, Front Desk Lead and Medical Receptionist
Northwest Ketamine Clinics
2022.01 - Current
Patient Support Coordinator
Immanence Health Queen Anne
2021.01 - 2021.12
Site Administrator
Sophia Health Institute
2019.01 - 2020.10
Clinical Support Coordinator
Sophia Health Institute
2018.06 - 2019.01
Front Desk Coordinator
Sophia Health Institute
2017.09 - 2018.06
Customer Service Agent
Bishop and Associates (part Of Farmers Insurance)
2017.03 - 2017.09
Certificate - Indian Head Massage - Health and WellBeing
Preston College - Preston United Kingdom
Diploma - Reflexology - Health and Well Being
Preston College - Preston United Kingdom
Certificate - Computer Office Procedures and Business Studies
Regional Technical College - Co Galway, Ireland
High School Diploma -
McHale College - Achill, Co Mayo, Ireland
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