Dawn Mickle
Torrington,WY
Summary
Professional in patient access with strong focus on team collaboration and achieving results. Skilled in patient registration, insurance verification, and handling sensitive information with confidentiality. Known for flexibility in adapting to changing needs and relying on strong communication and problem-solving abilities. Prepared to make significant impact in ensuring seamless patient access and satisfaction.
Overview
24
24
years of professional experience
Work History
Patient Access Specialist
Regional West Hospital
Scottsbluff, NE
09.2023 - Current
- Managed patient registration processes to ensure accurate data collection and compliance with healthcare regulations.
- Facilitated effective communication between patients and healthcare providers to enhance service delivery and satisfaction.
- Streamlined appointment scheduling procedures, reducing wait times for patients while improving operational efficiency.
- Trained new staff on patient access protocols and software systems to support team development and performance.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Reduced billing errors by verifying demographic information and updating records as needed.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Delivered support to medical staff in completion of patient paperwork.
- Resolved customer complaints using established follow-up procedures.
Account Manager II
Visionary Broadband
Torrington, WY
06.2017 - 08.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Educated customers on special pricing opportunities and company offerings.
Front Desk Agent
Holiday Inn Express Hotel Suites
Torrington, WY
08.2017 - 07.2018
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Posted charges, updated accounts and issued bills to departing guests.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Communicated safety processes and procedures with customers during emergencies.
- Leveraged software to confirm reservations and address guest needs.
- Offered dining information and helped guests organize local activities to enhance stay.
- Stayed current on local attractions and special events to help guests with entertainment options.
Night Auditor
Holiday Inn Express Hotel Suites
Torrington, WY
09.2015 - 06.2017
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Ran end-of-day computer functions and closed out reports, submitting details to Supervisor for review.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Documented wake-up requests and set up automatic calls in system.
- Maintained cleanliness of bathrooms, lobby and front desk.
- Assessed checklist on daily basis and planned shift accordingly.
- Generated daily, weekly and monthly Supervisor reports to close out day and meet objectives.
Receptionist
Century 21
Torrington, WY
09.2015 - 02.2016
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Processed payments and updated accounts to reflect balance changes.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Sorted incoming mail and directed to correct personnel each day.
- Maintained daily calendars, set appointments with clients and planned daily office events.
Census Enumerator
US Census 2010
Torrington, WY
04.2009 - 05.2010
- Read maps and located addresses to complete assigned forms via personal interview.
- Assisted people in filling out surveys and explained items on survey forms.
- Double-checked information on survey forms or information pads to verify accuracy of information.
- Interpreted interview questions to assist people in providing appropriate answers.
- Asked questions pertaining to name, age, religious preference and state of residency.
General Office Worker
Economics and Planning Systems, Inc.
Sacramento, CA
08.2004 - 01.2005
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Maintained business records by updating customer information.
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Collected and coded various documents to prepare for filing, storage and processing.
- Dispersed incoming mail to correct recipients throughout office.
- Conducted office inventory checks and requested restock of supplies.
- Monitored calendars and scheduled appointments based on availability and established load limits.
- Proofread and corrected correspondence and reports for error-free documentation.
- Inventoried and ordered materials, supplies and services.
- Prepared meeting agendas, attended meetings and recorded and transcribed minutes.
Administrative Assistant
Manpower Temporary Services
Rancho Cordova, CA
02.2003 - 03.2004
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Inventoried and ordered supplies for office.
- Provided secretarial and office management support while building cooperative working relationships.
- Scheduled appointments, meetings and events for management staff.
- Responded effectively to sensitive inquiries or complaints.
- Coordinated appointments, meetings and conferences.
- Maintained accurate department and customer records.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Directed customer communication to appropriate department personnel.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Handled incoming calls and directed callers to appropriate department or employee.
Receptionist
ISAWS System Support
Sacramento, CA
09.2001 - 12.2001
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Scheduled appointments and maintained and updated appointment calendars.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Scheduled space or equipment for special programs, meetings and conferences.
- Collated, bound and stored computer-generated reports.
- Transcribed tapes and notes from meetings into prescribed formats.
- Used company badging system to create badges for new employees and visitors.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Reported suspicious individuals to supervisor.
- Sorted incoming mail and directed to correct personnel each day.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
Education
Bachelor of Arts - Social Sciences
University of Wyoming
Laramie, WY05.2015
Associate of Arts - History
Eastern Wyoming College
Torrington, WY05.2012
High School Diploma - undefined
Torrington High School
05.1995
Skills
- Customer Service
- Customer Relationships
- Microsoft Office
- Cross-Functional Collaboration
- Sales Force Training
- Issue Resolution
- Verbal and Written Communication
- Account Management
- Front desk operations
- Appointment scheduling
- HIPAA compliance
- Professionalism and ethics
Timeline
Patient Access Specialist
Regional West Hospital
09.2023 - Current
Front Desk Agent
Holiday Inn Express Hotel Suites
08.2017 - 07.2018
Account Manager II
Visionary Broadband
06.2017 - 08.2023
Night Auditor
Holiday Inn Express Hotel Suites
09.2015 - 06.2017
Receptionist
Century 21
09.2015 - 02.2016
Census Enumerator
US Census 2010
04.2009 - 05.2010
General Office Worker
Economics and Planning Systems, Inc.
08.2004 - 01.2005
Administrative Assistant
Manpower Temporary Services
02.2003 - 03.2004
Receptionist
ISAWS System Support
09.2001 - 12.2001
Associate of Arts - History
Eastern Wyoming College
High School Diploma - undefined
Torrington High School
Bachelor of Arts - Social Sciences
University of Wyoming