Danielle Henke
Braham,MN
Summary
Over 10 years in the customer experience field, 3.5 years with Allina Health in the contact center department, 2 years as a senior role in medical imaging. Over 3 years of having the preceptor role and training new employees. Currently 2.5 years as a Financial Clearance Representative on the Prior Authorization Surgery department with Optum.
Overview
13
13
years of professional experience
Work History
Financial Clearance Representative
Optum
09.2023 - Current
- Proficient with Excellian.
- Completing prior authorizations out of the patient and referral workqueues.
- Managed patient inquiries to ensure timely resolution of issues and enhance customer satisfaction.
- Collaborated with healthcare teams to streamline communication and improve service delivery processes.
- Developed process improvements that increased operational efficiency within the support team.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Collaborated with team members to achieve monthly targets.
Medical Imaging Scheduler
Allina Health
07.2019 - 03.2023
- Answering phones and providing excellent customer service
- Proficient with Excellian
- Avaya and Infinity phone systems
- IVR switchboard testing
- Training new and existing employees
- Achieved two 5 star calls
- Involved in the EAC committee
Administrative Assistant
AMERICAN BRIGHTWORKS
02.2013 - 04.2018
- Answering phones, taking messages, and transferring calls
- Maintaining scheduling and event calendars
- Operate electronic mail systems and coordinate the flow of information, internally or with other organizations
- Scheduling and confirming appointments for clients, customers, and supervisors; completing forms in accordance with company procedures.
Education
Customer Service -
RASMUSSEN COLLEGE
BLAINE, MN, USSkills
- Active listening, time management, Microsoft Office, staying organized, working as team and helping out when needed, problem solving, quick ability to adapt to change, flexible, eagerness to learn new skills
- Medical scheduling
- Medical records
- HIPAA
- Medical receptionist
- Prior Authorizations for the surgery department
- ROI's
Timeline
Financial Clearance Representative
Optum
09.2023 - Current
Medical Imaging Scheduler
Allina Health
07.2019 - 03.2023
Administrative Assistant
AMERICAN BRIGHTWORKS
02.2013 - 04.2018
Customer Service -
RASMUSSEN COLLEGE