Christina Gardner
Houston,TX
Summary
Healthcare professional with extensive experience in patient access roles, ensuring smooth patient admissions and accurate data management. Proven ability to collaborate effectively with teams and adapt to dynamic healthcare environments. Known for excellent communication skills and strong attention to detail.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
Conifer Health Solution
01.2019 - Current
- 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.
- Assessed and confirmed eligibility and benefits
- Managed the authorization process for upcoming clinical procedures and testing
Inbound Call Agent
Memorial Hermann Health System (Memorial Health Plan)
06.2016 - 08.2018
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Collaborated with healthcare providers to ensure accurate billing practices, reducing disputes and errors.
- Educated clients about health insurance coverage options, benefits and costs.
Appeals
Memorial Hermann Health System (Memorial Health Plan)
06.2016 - 08.2018
- Collaborated with cross-functional teams to gather necessary documentation and evidence to support the appeals process.
- Managed high-stress situations with professionalism, ensuring that appeals were handled promptly and accurately even under tight deadlines or heavy caseloads.
- Educated clients on their rights and responsibilities throughout the appeals process, ensuring a clear understanding of expectations and potential outcomes.
Escalation Team Member
Memorial Hermann Health System (Memorial Health Plan)
06.2016 - 08.2018
- Streamlined workflows for better consistency in addressing customer concerns, enhancing overall experience.
- Fostered a culture of accountability and continuous improvement within the escalation team, inspiring high levels of commitment and job satisfaction.
- Reduced issue resolution time with thorough research and effective communication skills.
Inbound Agent
Veterans Choice program
05.2015 - 06.2016
- Exceeded performance metrics consistently by actively listening to customers and providing tailored solutions.
- Assisted in maintaining compliance with industry regulations by identifying areas for improvement in medical documentation processes.
- Reduced errors in patient records by implementing stringent review procedures and providing feedback to healthcare providers.
- Retained valuable clients by addressing concerns proactively and offering tailored solutions to meet their needs.
- Updated client records accurately after each interaction, ensuring up-to-date information was available for future reference and followup.
Education
Bachelor of Science - College of Human Sciences and Humanities
University of Houston Clear Lake
Houston, TX12-2019
High School -
Martin Luther King Jr. Senior High School
Detroit, MI06.2011
Skills
- Patient check-in
- Healthcare systems navigation
- Strong empathy
- EMR
- Patient identity verification
- Medical insurance
- Insurance verifying
- Medical Records Management
- Healthcare system navigation
- Educate patients
- Patient documentation
- Documentation skills
- Critical Thinking
Timeline
Patient Access Representative
Conifer Health Solution
01.2019 - Current
Inbound Call Agent
Memorial Hermann Health System (Memorial Health Plan)
06.2016 - 08.2018
Appeals
Memorial Hermann Health System (Memorial Health Plan)
06.2016 - 08.2018
Escalation Team Member
Memorial Hermann Health System (Memorial Health Plan)
06.2016 - 08.2018
Inbound Agent
Veterans Choice program
05.2015 - 06.2016
High School -
Martin Luther King Jr. Senior High School
Bachelor of Science - College of Human Sciences and Humanities
University of Houston Clear Lake
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