CANDACE LANE
Cedar Hill,TN
Summary
Dedicated healthcare professional offering 13 years as a multifaceted Healthcare Administrative Specialist. Pragmatic and having the ability to remain calm and effective in difficult and stressful situations. Advanced understanding of patient needs and HIPAA laws resulting in exceptional patient/customer service. A skilled communicator able to maintain cultural sensitivity, establish rapport with members of diverse groups, and promote team cohesiveness. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
23
23
years of professional experience
Work History
Patient Service Representative
Intermountain Healthcare
06.2021 - Current
- Manage approximately 75-80 incoming calls, patient registration process, confirming data accuracy and completeness.
- Schedule appointments utilizing provider templates and scheduling guidelines.
- Coordinates with other care teams and employees to provide a seamless experience for patients.
- Continuing to present innovative ideas for a more successful patient experience that could also potentially save money for the company.
Sales Administrative Coordinator
Tri-Tech Roofing & Coatings, Inc
04.2018 - 11.2019
- Identified potential clients through targeted prospecting, cold calling, and networking.
- Created company flyers and postcards for direct mail marketing.
- Followed up on potential leads from client contact and office sources.
- Scheduled appointments for Sales Associate/Estimator to meet with prospective clients and maintained daily calendar.
- Assisted in creating a company website.
Customer Service Associate
AppleOne Employment Services
11.2017 - 01.2018
- Interacted with employees of various cultures and assisted them with completing mandatory annual Employee Surveys.
- Responsible for supervising, managing, and motivating team members daily.
- Trained team and updated management on team performance.
- Retrieved and routed calls to the correct designated areas.
Customer Service Associate Tier II
Vitality Group
05.2012 - 03.2017
- Submitted requests to the proper departments to prevent reoccurring issues and recommended improvements in process and procedure
- Conducted staff training
- Functioned as interim call center supervisor in the absence of primary supervisory
- Managed various company rewards programs and continued to develop knowledge of The Vitality Group’s program
- Managed the escalated service concerns received from brokers, employer contacts or account managers and provided results
- Educated clients on the program as well as navigation of the website.
Office Manager
Northwestern Memorial Hospital
01.2011 - 02.2012
- Utilized appropriate resources within the institution, division, and department to manage and complete each assigned task and/or project
- Screened incoming emails, mail, and telephone calls to assign priority to call and/or identify additional resources to manage caller’s need
- Performed H.R
- Functions, screened resumes and scheduled interviews
- Prepared, copied, mailed, filed documentation accurately and maintained security and confidentiality of sensitive information
- Managed calendar; set meeting priorities; identified objectives of meetings and identified materials needed for meeting; ensured appropriate parties attend meeting.
Patient Care Associate
Chicago Lake Shore Medical
10.2008 - 12.2010
- Answered and appropriately managed 75-200 incoming calls per day
- Answered all incoming inquiries from patients, providers, staff, and others related to all aspects of practice operations
- Registered patients and scheduled or coordinated the scheduling of appointments and procedures.
Patient Access Associate
Northwestern Memorial Hospital
05.2001 - 11.2007
- Registered patients and scheduled appointments and procedures
- Correctly identified and collected patient demographic information
- Verified insurance eligibility
- Maintained a strong relationship with patients, staff, physicians, and vendors
- Coordinated and managed physician’s bumped patient appointments schedule
- Assisted Practice Manager with data collection and analysis related to physician productivity and resource utilization
- Participated in Quality Assurance reviews to ensure integrity of patient data information.
Skills
- Leadership
- Administrative Support
- Problem Solving & Resolution
- Patient Relations
- Customer Service
- Time Management
- Diligence
- Teamwork
- Adaptability
- MS Office Suite
- ICD-9
- CPT
- Scheduling
- Medical Terminology
- Epic Systems
Timeline
Patient Service Representative
Intermountain Healthcare
06.2021 - Current
Sales Administrative Coordinator
Tri-Tech Roofing & Coatings, Inc
04.2018 - 11.2019
Customer Service Associate
AppleOne Employment Services
11.2017 - 01.2018
Customer Service Associate Tier II
Vitality Group
05.2012 - 03.2017
Office Manager
Northwestern Memorial Hospital
01.2011 - 02.2012
Patient Care Associate
Chicago Lake Shore Medical
10.2008 - 12.2010
Patient Access Associate
Northwestern Memorial Hospital
05.2001 - 11.2007
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