Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittany85203 Winkler

Mesa

Summary

With a proven track record at Mayo Clinic, I excel in optimizing workflows and enhancing customer satisfaction through expert problem-solving and effective team collaboration. Leveraging skills in office administration and patient communication, I consistently exceed performance benchmarks, demonstrating a dependable and results-oriented approach to healthcare management. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.

Overview

12
12
years of professional experience

Work History

DOS

Mayo Clinic
Phoenix
08.2023 - Current
  • Maintained a professional atmosphere while managing front desk operations.
  • Completed day-to-day duties accurately and efficiently.
  • Worked with cross-functional teams to achieve goals.
  • Worked effectively in team environments to make the workplace more productive.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Greeted patients upon arrival and maintained a clean reception area for visitors.
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
  • Verified insurance coverage for all visits to ensure accurate billing procedures were followed.
  • Scheduled evaluations and procedures for patients.
  • Organized timely and accurate referrals to help patients obtain health care services and access available resources.
  • Facilitated communication between patients and healthcare teams, acting as a primary point of contact.
  • Assisted patients in filing pertinent consent forms and payment contract forms.
  • Provided assistance with registration paperwork during new patient intakes.

Front Desk Supervisor

SMIL
Scottsdale
05.2017 - 10.2023
  • Monitored the front desk staff to ensure proper customer service was provided.
  • Oversaw cash and credit card payment transactions at the front desk.
  • Resolved guest complaints promptly and followed-up to verify restored satisfaction.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Explained policies, procedures and services to patients.
  • Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
  • Monitored the performance of healthcare personnel to ensure compliance with regulations and standards.
  • Collaborated with other departments within the organization to coordinate activities related to patient care.
  • Provided guidance on appropriate clinical practices to ensure high-quality patient care.
  • Chaired staff meetings, providing status updates on key activities to clinical management.
  • Conducted regular meetings with staff to discuss their job duties and performance issues.
  • Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
  • Maintained communication and transparency with governing boards, department heads and medical staff.
  • Responded proactively to concerns and questions by acting on patient feedback.
  • Facilitated necessary changes to policies or procedures to improve operations.
  • Communicated with patients with compassion while keeping medical information private.
  • Ensured that all employees were adequately trained for their roles in providing quality care for patients.
  • Assigned tasks and monitored workflow in order to maximize efficiency of healthcare operations.
  • Recruited, hired and trained new medical and facility staff.
  • Resolved customer complaints regarding healthcare services provided by the facility.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.

Breast Tech Assistant

SMIL
Scottsdale
10.2022 - 08.2023
  • Organized equipment and instruments in alignment with surgical protocols and surgeon preferences.
  • Gathered and took inventory of equipment to confirm adequate supplies for surgery.
  • Prepared contrast material, radiopharmaceuticals and anesthetic or antispasmodic drugs under direction of radiologists.
  • Completed general administrative tasks to support radiology department.
  • Assisted with clinical research projects related to breast imaging technologies.
  • Helped patients feel comfortable with procedures by explaining steps and answering questions.
  • Provided support to radiologists by preparing rooms for examinations, taking x-rays and cleaning equipment after use.
  • Ensured all safety protocols were followed during mammography procedures.
  • Provided assistance to physicians and other technologists during complex procedures.
  • Reset examination rooms between appointments by cleaning surfaces and restocking supplies.
  • Fostered relationships with patients to minimize anxiety and distress and enhance cooperation.
  • Educated patients on diagnostic imaging processes and positioning, and counseled patients to address concerns and answer inquiries.
  • Greeted patients with warm smile and promoted individual comfort throughout procedures and scans while being as discrete as possible.
  • Educated patients about what to expect during their exam and provided post-exam instructions.
  • Assisted radiologists in mammography procedures, including positioning of patients and ensuring patient comfort.
  • Performed administrative duties such as scheduling appointments, updating patient records, collecting payments and filing paperwork.
  • Communicated with patients regarding their care and answered questions about the procedure when needed.
  • Offered assistance in dressing or changing seriously ill, injured and disabled patients.
  • Verified patient details before completing procedures.

Contact Center Supervisor

SMIL
Scottsdale
03.2015 - 05.2018
  • Investigated customer complaints and implemented corrective actions when necessary.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Created reports detailing daily activities for management review purposes.
  • Led team meetings to update on goals, share best practices, and discuss improvements.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Prepared reports on team performance, customer feedback, and operational metrics for senior management.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Investigated difficult or complex inquiries from customers.
  • Maintained up-to-date knowledge of industry trends and customer service best practices.
  • Delivered constructive call process feedback.
  • Collaborated with other departments to develop solutions for customer needs.
  • Assigned tasks to agents based on their skillset and availability.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Managed escalated customer complaints, ensuring timely and effective resolution.
  • Participated in the recruitment and selection process for new team members.
  • Oversaw daily operations of call center team, ensuring adherence to performance standards.
  • Implemented changes to workflows and scripts based on customer feedback and analysis.
  • Monitored calls for quality assurance purposes.
  • Directed and supervised staff performance.
  • Developed processes and systems to improve efficiency within the department.
  • Facilitated communication between team members to foster a positive work environment.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Participated in hiring interviews and selection process for new team members.
  • Coordinated staff schedules to ensure optimal coverage during peak hours.
  • Collaborated with other departments to streamline processes and improve service delivery.
  • Resolved escalated customer complaints in a timely manner.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.

Prior Authorization Representative

SMIL
Scottsdale
08.2013 - 03.2015
  • Assisted in the development of educational materials for patients about the prior authorization process and insurance benefits.
  • Communicated authorization decisions, including approvals and denials, to healthcare providers and patients.
  • Followed up on pending prior authorization requests to ensure timely processing.
  • Performed quality assurance reviews on completed work products before submission to payers.
  • Reviewed and processed prior authorization requests for medical procedures and medications according to established guidelines.
  • Collaborated with internal departments to provide account status updates.
  • Applied knowledge of Medicare, Medicaid and third-party payer requirements utilizing on-line eligibility systems to verify patient coverage and policy limitations.
  • Input claim, prior authorization, and other important medical data into system.
  • Notified ordering providers of denied authorizations.
  • Coordinated with healthcare providers to gather necessary patient information for prior authorization requests.
  • Maintained high level of professionalism when speaking to doctors and insurance companies.
  • Provided customer service to patients and healthcare providers, answering questions related to prior authorization and insurance coverage.
  • Collaborated with insurance companies to clarify coverage details and resolve issues related to prior authorization.
  • Performed detailed medical reviews of prior authorization request, following established criteria and protocols.
  • Advised healthcare professionals on proper coding practices that meet requirements of payers.
  • Participated in multidisciplinary team meetings to discuss complex cases requiring prior authorization.
  • Utilized medical coding knowledge to accurately process and document authorization requests.
  • Made outbound calls to insurance companies, patients and physicians to perform eligibility checks for patients.
  • Submitted prior authorization requests electronically or by phone to payers.
  • Followed all Medicare, Medicaid, HIPAA and private insurance regulations and requirements.
  • Communicated with internal teams regarding changes in policy or procedure related to prior authorization process.

Education

Healthcare

Maricopa Community Colleges, Gateway Community College
Phoenix, AZ
12-2019

Skills

  • Customer service
  • Patient scheduling
  • Insurance verification
  • Office administration
  • Data entry
  • Regulatory compliance
  • Patient communication
  • Team collaboration
  • Conflict resolution
  • Workflow optimization
  • Problem solving
  • Friendly, positive attitude
  • Multitasking
  • Team building
  • Teamwork and collaboration
  • Dependable and responsible
  • Troubleshooting
  • Computer skills
  • Quality assurance
  • Organization and time management
  • Customer relations
  • Multitasking Abilities
  • Communication
  • Problem-solving

Timeline

DOS

Mayo Clinic
08.2023 - Current

Breast Tech Assistant

SMIL
10.2022 - 08.2023

Front Desk Supervisor

SMIL
05.2017 - 10.2023

Contact Center Supervisor

SMIL
03.2015 - 05.2018

Prior Authorization Representative

SMIL
08.2013 - 03.2015

Healthcare

Maricopa Community Colleges, Gateway Community College
Brittany85203 Winkler