Deanna Piepgras
Chewelah
Summary
Dynamic professional with extensive experience in customer service and safety protocols, prepared to excel in this role. Strong emphasis on teamwork and adaptability ensures seamless operations while delivering exceptional customer experiences. Proficient in conflict resolution, emergency response, and effective communication, complemented by a calm and approachable demeanor that cultivates trust and cooperation among colleagues and the public. Committed to fostering a positive environment that prioritizes safety and satisfaction for all stakeholders.
Overview
11
11
years of professional experience
Work History
Senior Patient Care Coordinator
Providence NEWMG Clinic
08.2021 - Current
- Ensure patients are registered in a timely manner, accounts are complete, compliant, and billable and do not require rework or intervention.
- Coordinated & collaborated with provider to ensure proper tests were performed for all patients.
- Coordinated patient scheduling and follow-ups, enhancing appointment adherence and reducing no-show rates.
- Implemented process improvements for patient intake procedures, streamlining workflows and increasing operational efficiency.
- Trained and mentored junior coordinators on best practices for patient engagement and care coordination techniques.
- Managed electronic health record (EHR) systems to ensure accurate documentation and compliance with regulatory requirements.
- Streamlined appointment scheduling for increased efficiency and reduced wait times.
- Facilitated problem-solving among team members to address complex issues related to patient care coordination effectively.
- Improved patient satisfaction by addressing concerns promptly and empathetically.
- Increased patient retention by establishing strong relationships built on trust, empathy, and clear communication.
Patient Access – Patient Service Specialist
Providence Mount Carmel
03.2021 - 08.2021
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Filled in as required between Clinic lab, Providence St. Joseph’s and Providence Mount Carmel Hospital.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Facilitated patient scheduling and appointment management to enhance operational efficiency.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
Service Specialist I & Contract Generalist
Delta Dental of WA
09.2018 - 07.2019
- Timely follow up on pended items and routes incoming paperwork to correct departments for completion.
- Consistently meet cycle time/productivity goals that are aligned with corporate objectives.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Managed customer inquiries, providing accurate information regarding dental plans and services.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
Sr. Customer Service Associate- Employer Group (Medical & Dental)
Premera Blue Cross of WA
08.2014 - 11.2017
- Managed multiple inquiries and lines of business while maintaining outstanding customer service in a metric driven work environment.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Timely follow up on pended items and routes incoming paperwork to correct departments for completion- Consistently meet cycle time/productivity goals that are aligned with corporate objectives.
- Mentored junior associates, providing guidance on best practices and problem resolution techniques.
- Led team initiatives to enhance customer satisfaction and streamline service processes.
- Managed complex inquiries, ensuring timely resolution and maintaining high service standards.
Education
Credits towards degree in Arts and Sciences - Human Services
Whatcom Community College
Bellingham, WA01.2012
Skills
- Scheduling coordination
- Compliance monitoring
- Customer service
- Patient safety
- Strong work ethic
- Attention to detail
Timeline
Senior Patient Care Coordinator
Providence NEWMG Clinic
08.2021 - Current
Patient Access – Patient Service Specialist
Providence Mount Carmel
03.2021 - 08.2021
Service Specialist I & Contract Generalist
Delta Dental of WA
09.2018 - 07.2019
Sr. Customer Service Associate- Employer Group (Medical & Dental)
Premera Blue Cross of WA
08.2014 - 11.2017
Credits towards degree in Arts and Sciences - Human Services
Whatcom Community College