Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deborah West

Houston,TX

Summary

Seeking Patient Engagement Specialist role with 18 years of experience in patient support and communication. Skilled in leveraging technology to enroll patients, troubleshoot issues, and enhance engagement through patient portal and remote monitoring. Proven track record in scheduling, managing inquiries, and ensuring seamless patient interactions.

Overview

19
19
years of professional experience

Work History

Patient Engagement Representative

Village MD
12.2022 - Current
  • Answer incoming calls from patients, doctors, pharmacies, and physical therapists, directing them to the appropriate department.
  • Schedule patient assessment visits, ensuring timely completion and coordinating with field clinicians for order compliance.
  • Review and prepare clinician schedules daily and weekly, ensuring all missed visits are rescheduled by week's end.
  • Manage scheduling-related calls from patients and field staff, resolving concerns efficiently.

Patient Engagement Representative

AJ Protective Services
05.2019 - 09.2022
  • Responded to customer inquiries and managed telephone communications, ensuring efficient and effective service delivery.
  • Drafted and organized customer and officer contracts, including scheduling personnel and preparing post instructions to meet operational needs.
  • Maintained accurate records and inventory, including office supplies and officer equipment, while coordinating monthly management meetings for customer engagement.
  • Provided guidance to patients navigating complex insurance claims processes, reducing financial stressors associated with medical treatments.
  • Participated in ongoing professional development opportunities to stay current on best practices for patient engagement strategies.
  • Utilized electronic health record systems effectively managed and organized patient data securelyss.
  • Enhanced patient engagement by developing and implementing personalized care plans.
  • Increased patient retention rates by establishing rapport and fostering long-term relationships with clients.
  • Provided ongoing training and mentorship to new Patient Engagement Specialists, ensuring consistent quality of care across the team.
  • Maintained accurate records of all client interactions, allowing for efficient tracking of progress toward individual goals over time.
  • Reviewed relevant literature routinely stayed up-to-date with the latest research and best practices in patient engagementss.
  • Collaborated with multidisciplinary teams to develop individualized care strategies tailored to specific patient needs.
  • Streamlined communication between healthcare providers and patients for improved treatment adherence.
  • Served as a liaison between patients and healthcare providers, ensuring effective communication of pertinent information.
  • Developed assessment tools to evaluate the effectiveness of implemented engagement tactics, leading to continuous improvement efforts within the program.
  • Verified patient insurance eligibility and entered patient information into system.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Engaged with patients to provide critical information.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Greeted and assisted patients with check-in procedures.
  • Provided excellent customer service to patients and medical staff.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Resolved customer complaints using established follow-up procedures.
  • Facilitated communication between patients and various departments and staff.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Recommended service improvements to minimize recurring patient issues and complaints.

Owner/Photographer

Creative Memories Photography
08.2006 - 05.2019
  • Specialized in capturing wedding, children, and family photography, delivering high-quality images tailored to client needs.
  • Managed client appointments, maintained an organized daily calendar, and ensured exceptional customer service to foster strong client relationships.
  • Handled financial responsibilities including processing invoices, managing payments, and maintaining business budget and inventory for photography props.
  • Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Implemented marketing strategies to increase brand awareness and attract new customers.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Established foundational processes for business operations.
  • Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
  • Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
  • Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decisionmaking.
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
  • Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
  • Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
  • Led negotiations for major contracts, securing favorable terms that significantly reduced costs.
  • Managed day-to-day business operations.
  • Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.

Education

High School Diploma -

Spring High School
Spring, TX
05-1989

Skills

  • Communication
  • Technical Proficiency
  • Problem Solving
  • Training
  • Patient Support
  • Five 9
  • Salesforce
  • Verint
  • Athena
  • Teams
  • Adaptability
  • Empathy
  • Customer Service
  • Active listening
  • Microsoft Teams
  • Video Conferencing
  • Microsoft Office
  • HIPAA compliance
  • Appointment scheduling
  • Follow-up coordination
  • Patient services
  • Team collaboration
  • Emotional support
  • Information protection
  • Calm and effective under pressure
  • Communicating to patients and families
  • Registration and scheduling
  • Patient confidentiality and data security
  • Teamwork
  • Punctual and hardworking
  • Patient documentation
  • Gathering information from patients
  • Teamwork and collaboration
  • Caring and empathetic
  • Explaining policy and procedures
  • Customer service
  • Problem-solving
  • Problem-solving abilities
  • Time management
  • Multitasking
  • Multitasking Abilities
  • Insurance authorizations
  • Excellent communication
  • Outbound calling
  • Reliability and dedication
  • Organizational skills
  • Attention to detail
  • Self motivation
  • Time management abilities
  • Patient registration
  • Decision-making
  • Document filing
  • Effective communication
  • Verbal and written communication
  • Critical thinking
  • 50 WPM typing speed

Timeline

Patient Engagement Representative

Village MD
12.2022 - Current

Patient Engagement Representative

AJ Protective Services
05.2019 - 09.2022

Owner/Photographer

Creative Memories Photography
08.2006 - 05.2019

High School Diploma -

Spring High School

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Deborah West