Crystal Boyd
Columbia,SC
Summary
Highly skilled professional with extensive experience as a Patient Care Advocate, specializing in registering and assisting patients with government programs. Effective communication skills enable effective interaction with patients, ensuring their needs are met and they receive necessary support. Over four years of experience in this field, consistently making a positive impact on company success. Professional and prepared healthcare access professional with strong experience ensuring seamless patient admissions and registration processes. Proven ability to work collaboratively within team to achieve organizational goals and adapt to changing needs. Skilled in patient communication, insurance verification, and data management, providing reliable support in fast-paced environment. Known for maintaining high standards and delivering results.
Overview
19
19
years of professional experience
Work History
Patient Advocate, Direct Care
Firstsource Solutions
Columbia, SC
11.2021 - Current
- Collaborated with medical staff to ensure patients received appropriate care, resulting in better health outcomes.
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions to issues.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- 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.
- Followed document protocols to safeguard confidentiality of patient records.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
Med Data Eligibility Advocate
Providence Health
04.2016 - 10.2021
- Answer applicant questions about benefits and claim procedures
- Compile record and evaluate personal and financial data in order to verify completeness and accuracy and to determine eligibility status
- Interview, investigate applicants for public assistance to gather information pertinent to their applications
- Keep records of assigned cases, and prepare required reports
- Schedule benefits claimants for adjudication interviews to address questions of eligibility
- Prepare applications and forms for applicants for such purposes as school enrollment, employment, and medical services
- Medicaid application submission
- Disability application submission
Customer Service Representative
United Way Association of South Carolina
02.2015 - 04.2016
- Respond to the needs of callers by providing accurate information pertaining to South Carolina Medicaid
- Respond to questions, record and make database changes if necessary, and act appropriately on reported changes in a timely manner
- Perform other duties as assigned, including, but not limited to, responding to internal requests, researching information, and assisting the organization as requested by supervisor, director, or senior management
- Reviewed and disclosed terms of sales, vehicle operation and warranty with customers
Client Relations Coordinator
Kelly’s Employment Services
09.2013 - 02.2015
- Responding to customer inquiries via email and phone
- Research and find resolution for any customer concerns
- Handling high volume of incoming calls
- Multitasking to retrieve necessary information regarding inquiries
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Customer Service Representative
Direct TV
12.2010 - 09.2013
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately
- Troubleshoot technical equipment / programming through use of Client’s resource systems to identify root causes and provide appropriate resolution
- Determine appropriate courses of action to ensure the result is successful both from a Client and customer standpoint and documents the interaction through contact tracking
- Assist with billing inquiries
- Provide “best value” information and make appropriate upgrade offers
Retail Sales Associate
Little Caesars Pizza
Columbia, SC
07.2005 - 12.2010
- Monitored customers for signs of security concerns and escalated issues to management.
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
Education
High School Diploma - General Education Studies
Columbia High School
05.2009
Skills
- Organized
- Excellent Multi Tasker
- Customer Service
- Team Player
- Computer Skills
- Punctual
- Meditech
- M Power
- Handle with Care Training/Behavioral Patients
- Problem-Solving
- Multitasking and Organization
- Team Collaboration
- Team Leadership
- HIPAA Compliance
- Money Handling
- Patient check-in
- Registration and Admissions
- Phone and Email Etiquette
- Flexible Schedule
- Patient Registration
- Insurance Verification
- Appointment Scheduling
- Quality Assurance
- Eligibility Determination
- Call Screening
- Patient identity verification
- Time Management
- Teamwork and Collaboration
- Punctual and Hardworking
- Attention to Detail
- Problem-solving abilities
- Calm and Effective Under Pressure
- Multitasking
- Reliability
- Excellent Communication
- Critical Thinking
References
Available upon request
Key Qualifications
- Organized
- Excellent Multi Tasker
- Customer Service
- Team Player
- Computer Skills (Microsoft Office, Publisher, PowerPoint)
- Punctual
- Meditech
- M Power
- Handle with Care Training/Behavioral Patients
Timeline
Patient Advocate, Direct Care
Firstsource Solutions
11.2021 - Current
Med Data Eligibility Advocate
Providence Health
04.2016 - 10.2021
Customer Service Representative
United Way Association of South Carolina
02.2015 - 04.2016
Client Relations Coordinator
Kelly’s Employment Services
09.2013 - 02.2015
Customer Service Representative
Direct TV
12.2010 - 09.2013
Retail Sales Associate
Little Caesars Pizza
07.2005 - 12.2010
High School Diploma - General Education Studies
Columbia High School