Catrina Hennessy
Greensboro,NC
Summary
Excellent reputation for resolving problems, improving customer satisfaction scores, and driving overall operational improvements. Energetic, dependable, patient-oriented person with experience in interacting with others. Experienced with scheduling appointments and arranging ride Health transportation at discharge. Maintained inventory levels and stocking of rooms as needed. Maintains excellent relationships with patients and families, especially repeat visitors. Hardworking, educated and willing to go extra mile to complete any task. Organized Patient Service Representative with 3 years of experience at Novant Health. Skilled at answering questions and maintaining professionalism in stressful situations.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Patient Services Representative II
Novant Health, Thomasville Medical Center
11.2020 - Current
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up care.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Coordinated referrals when necessary, ensuring seamless continuation of care for patients with complex needs.
- Served as key point-of-contact between physicians, nurses, technicians, administrators, other professionals involved in quality medical services.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
- Used Epic to schedule appointments.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Identifies, assesses, and responds to questions, concerns and complaints.
- Responds to patient/family crisis situations to provide emotional support.
- Monitors and aids those patients waiting to be seen. Works to reduce percentage of "left without being seen" (LWBS) patients.
- Serves as ab ED resource for hospital staff and patients. Works with non-emergent ride transport.
- Assists with MUR duties when needed.
- Along with Pastoral Care Team, working to answer questions from patients and family members during emotional and tense situations.
- Aids in placing patients from waiting room to ED.
- Performs notary service for patients and/or staff. Including IVC paperwork, wills, etc...
- Manage and inventory lost & found before turning over to day shift for handling.
- De-escalates situations with displeased patients or guests. Works close with Public Safety on complaints, patient aggressive, advising of lock cars, dead batteries, etc...
- Responded to inquiries by directing calls to appropriate personnel.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
Independent Business Owner
Assured Building Services
04.2001 - 12.2022
- Founded and manage Janitorial business with husband, growing from start-up in North Carolina to staff of 5 full-time employees.
- Supervised supplies in inventory and ordering items as required.
- Assisted with special facility events by preparing rooms, installing decorations and transporting supplies.
- While he oversaw the day to day staff, I managed the business side enabling us to show a profit each year of ownership.
Licensed Insurance Agent
Lewis Insurance Associates Inc
04.2017 - 05.2020
- Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
- Maintained high standards of customer service by building relationships with clients.
- Obtained underwriting approval by completing application for coverage.
- Responded to customer calls within 24 hours to swiftly resolve issues and answer questions.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Results-driven attitude and work ethic. Helped office bonus almost every week for a year with sales.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options.
- Enhanced agency reputation through consistent provision of accurate, timely, and knowledgeable advice on insurance policies and regulations.
- Achieved high client retention rates by consistently delivering exceptional service and support throughout policy lifecycle.
- Mentored junior staff members in sales techniques, product knowledge, and regulatory compliance to improve overall team performance.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Exceeded corporate quotas for monthly policy sales.
Licensed Insurance Agent
Multiple Line Insurance Agency Inc
01.1989 - 03.2017
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Maintained high standards of customer service by building long-term relationships with clients.
- Obtained underwriting approval by underwriting risk for market compatibility, completing application for coverage, discussing risk with underwriter.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Responded to customer calls within same day to swiftly resolve issues and answer questions.
- Built relationships with clients through active listening and problem-solving talents to provide excellent service.
Education
Bachelor of Science - Business Administration And Management
Belmont University
Nashville, TNBachelor of Science - Business Administration
The University of Texas At San Antonio
San Antonio, TXAssociate of Science - Business Administration
Chowan University
Murfreesboro, NCSkills
- Supportive of team's view and projects
- Outstanding Communications Skills
- Familiar with HIPAA Guidelines
- Medical office administration certified
- Patient confidentiality
- Appointment Scheduling
- Cross-cultural sensitivity
- Problem-Solving
- Multitasking and Organization
- Information Collection
- Process Improvement
- Call Screening
- Phone and Email Etiquette
- Paging Systems
- Relationship Building
- Team Collaboration
- Medical Terminology
- Administrative and Office Support
- Documenting and Recording Information
- Caring and Empathetic
- Calm and Effective Under Pressure
- Complaint Investigation
- Communicating to Patients and Families
- Providing Information and Resources
- Gathering Information from Patients
- Attention to Detail
- Professionalism
- Schedule Coordination
- Heartsaver First Aid
- Multi-Line Telephone Systems
- Family Assistance
- Outbound Calling
- Customer Service
- Flexible Schedule
Accomplishments
Greensboro Insurance Woman of the Year, 2004
Greensboro Insurance Women's President, 2005
North Carolina Insurance Safety Chairman, 2006
National Association of Insurance Women Regional Delegate, 2007
Affiliations
- Wyndham Championship: Volunteered for 36 years. Chairman of Gallery Control and Walking Marshals from 2008-2019 and Chairman of Guest Services and Special Needs 2019 to current.
- National Folk Festival and NC Folk Festival: Volunteer Coordinator for Welcome Desk and Backstage Management Coordinator in 2015. 2016-current Team Leader - Backstage Management.
- MS Society: Work with Gabrielle Pipitone in Greensboro, Asheboro and Tanglewood with collecting money and registrations on MS Walks and MS Bike events.
- Autism Walk: Volunteer to collect registration packets, hand out t-shirts and support walkers as they come in.
- Diabetes Walk: Volunteer to collect registration packets containing money, hand out breakfast, t-shirts, or anything else that has been needed. Always stay to cheer them on as they cross the finish line.
- Relay for Life: Have worked with individual events throughout NC and SC to support when needed.
Certification
Certificate for Medical Receptionist (2020)
Certified Professional Service Representative (CPSR)
Certified Insurance Service Representative (CISR)
Diversified Advanced Education (DAE)
Certified Insurance Industry Professional (CIIP)
Certified Professional Insurance Women (CPIW)
Certified Professional Insurance Agent (CPIA)
Associate in General Insurance (AINS)
Associate in Insurance Service (AIS)
Additional Information
I have a respect for the medical field. I understand the positions I have required a high level of confidentiality and communication skills. I began my medical career in the early 1990's and was happy to come back during Covid, when I retired from being and insurance agents and broker. I have maintained by insurance license and bond, as a way to protect the hospital and myself should I answer an insurance question when asked. I remain calm in stressful situations and diffuse high-tension episodes as needed. Having no children and being widowed I am exceptionally reliable and punctual. Willing to assist when scheduling conflicts occur, even for extended periods of time.
Timeline
Patient Services Representative II
Novant Health, Thomasville Medical Center
11.2020 - Current
Licensed Insurance Agent
Lewis Insurance Associates Inc
04.2017 - 05.2020
Independent Business Owner
Assured Building Services
04.2001 - 12.2022
Licensed Insurance Agent
Multiple Line Insurance Agency Inc
01.1989 - 03.2017
Bachelor of Science - Business Administration And Management
Belmont University
Bachelor of Science - Business Administration
The University of Texas At San Antonio
Associate of Science - Business Administration
Chowan University
Certificate for Medical Receptionist (2020)
Certified Professional Service Representative (CPSR)
Certified Insurance Service Representative (CISR)
Diversified Advanced Education (DAE)
Certified Insurance Industry Professional (CIIP)
Certified Professional Insurance Women (CPIW)
Certified Professional Insurance Agent (CPIA)
Associate in General Insurance (AINS)
Associate in Insurance Service (AIS)
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