Corinna O'Brien
Chimacum,WA
Summary
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, accurate scheduling, and overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Overview
9
9
years of professional experience
Work History
Access Center Specialist (CTSI)
Jefferson Healthcare Hospital
Port Townsend, WA - Remote In WA
05.2022 - 09.2025
- Resolved a high-volume of phone inquiries efficiently through critical thinking and customer-focused approach, aiming for first-call resolution.
- Extracted crucial details from interactions to aid patients in accurate scheduling, registration, navigation and medical triage when necessary.
- Confirmed insurance eligibility and coverage details through multiple verification platforms.
- Managed call routing processes and coordinated interpreter services to enhance communication.
- Supported referral and prior authorization coordination to enhance operational efficiency within healthcare services.
- Executed comprehensive issue resolution strategies to maintain customer satisfaction and loyalty.
- Oversaw medical record management processes to guarantee accurate receipt verification through SharePoint.
- Coordinated efforts with clinics, medical assistants, and nurses to enhance patient care quality.
- Delivered comprehensive support for MyChart portal, addressing user inquiries to enhance user experience.
- Managed work queue orders for scheduling radiology exams, ensuring compliance with specific CPT and ICD-10 coding requirements.
- Exceeded performance metrics consistently, receiving recognition as a top performer within team.
Customer Service Representative (POD CSR)
Virginia Mason Medical Center
Bainbridge Island, WA
05.2016 - 08.2020
- Coordinated with providers and clinical team to streamline appointment scheduling and promote patient understanding and satisfaction.
- Resolved patient inquiries by providing accurate information and support in a timely manner.
- Investigated and rectified scheduling conflicts, emergency transportation needs and billing inquiries to enhance overall customer experience and service efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed patient information tracking and documentation processes using Cerner EHR to enhance data accuracy and accessibility.
- Developed rapport with customers through active listening skills, leading to high satisfaction rates and positive written feedback from patients and clinical care team members.
Education
Some College (No Degree) - Business Administration
Edmonds Community College
Lynnwood, WAHigh School Diploma - General Studies
Shorecrest High School
Shoreline, WASkills
Remote project management
High-volume call handling
Scheduling and support
HIPAA compliance knowledge
Customer service excellence
Timeline
Access Center Specialist (CTSI)
Jefferson Healthcare Hospital
05.2022 - 09.2025
Customer Service Representative (POD CSR)
Virginia Mason Medical Center
05.2016 - 08.2020
Some College (No Degree) - Business Administration
Edmonds Community College
High School Diploma - General Studies
Shorecrest High School