Catrina Pollock
OAKLAND PARK,FL
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring ten years of relevant work experience to your team.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
8
8
years of professional experience
Work History
Lead Patient Access Representative
Baptist Health South Florida South Florida
06.2024 - Current
- Managed high call volumes effectively while maintaining a positive attitude and professional demeanor at all times.
- Strengthened relationships with referring physicians'' offices through proactive communication and effective problem-solving skills.
- Collaborated with interdisciplinary teams to optimize patient care, communication, and resource utilization.
- Facilitated strong communication and collaboration within the department by organizing regular team meetings and initiating open discussions on areas of concern or potential improvement.
- Partnered with quality assurance teams in conducting ongoing evaluations of the Patient Access department''s performance, leading to continuous improvements in service delivery.
- Developed comprehensive training materials for new hires, leading to faster onboarding and increased employee confidence in their roles.
- Served as a liaison between patients, providers, and administrative staff to ensure seamless coordination of care across multiple departments.
- Reduced wait times for patients through efficient scheduling and coordination with clinical staff.
- Mentored junior Patient Access Representatives, providing guidance and support for their professional development.
- Resolved complex billing issues, working closely with insurance companies to ensure prompt payment for services rendered.
- Improved revenue cycle management by verifying insurance eligibility and obtaining necessary authorizations.
- Supported the implementation of new EMR software, facilitating a smooth transition for staff and patients alike.
- Enhanced patient satisfaction by streamlining registration processes and ensuring timely appointments.
Patient Access Representative
Cleveland Clinic
10.2023 - 05.2024
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- 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.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
Front Desk Guest Service Agent
Red Roof Inn & Suites Hotel
02.2018 - 07.2021
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
Education
High School Diploma -
Dillard High School
Fort Lauderdale06-1996
Skills
- HIPAA compliance
- Insurance verification expertise
- Adaptable to change
- Effective problem solving
- Training and mentoring
- Appointment scheduling
- Medical terminology proficiency
- Strong leadership
- Customer service
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
Languages
English
Full Professional
Timeline
Lead Patient Access Representative
Baptist Health South Florida South Florida
06.2024 - Current
Patient Access Representative
Cleveland Clinic
10.2023 - 05.2024
Front Desk Guest Service Agent
Red Roof Inn & Suites Hotel
02.2018 - 07.2021
High School Diploma -
Dillard High School
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