Deirdre McQueen
Atlanta,GA
Summary
Proven expert in patient data management and delivering exceptional customer service, I enhanced billing accuracy and patient satisfaction at Piedmont Rockdale Hospital by 98%. Skilled in HIPAA standards compliance and proficient in Epic, Meditech and Salesforce, my work history showcases a commitment to regulatory adherence and healthcare excellence, with a notable impact on operational efficiency. Empathetic Customer Assistance Counselor known for high productivity and efficiency in task completion. Skilled in conflict resolution, effective communication, and problem-solving. Excel at active listening, empathy, and patience to ensure client satisfaction and support. Committed to leveraging these skills to provide exceptional customer service and support.
Overview
17
17
years of professional experience
Work History
Customer Service & Support
Southwest Airlines
Atlanta, GA
04.2022 - 08.2024
- Addressed the challenge of managing customer reservations for unaccompanied minors by applying exceptional service skills, resulting in a 98% satisfaction rate
- Resolved diverse customer inquiries, including loyalty programs and flight changes, with accuracy and efficiency, ensuring case resolution within 5 to 10 minutes
- Enhanced customer loyalty by processing flight credits and recovery vouchers during disruptions, contributing to a 98% customer satisfaction rate
TN Unemployment Agent/ Child Care Agent
BC Forward
Remote
01.2021 - 03.2022
- Maintained 100% accuracy in distributing unemployment benefits by meticulously processing a high volume of claims, achieving seamless issue resolution
- Supported re-employment of claimants by overseeing weekly certifications and offering effective job search strategies, resulting in an 86% success rate
- Facilitated access to essential services by managing childcare applications in accordance with Tennessee state regulations
Patient Access Associate
Piedmont Rockdale Hospital
Conyers, GA
11.2016 - 10.2021
- Improved billing accuracy and collections by 98% through the collection and validation of comprehensive demographic, financial, and insurance data
- Ensured compliance and efficient operations across four billing departments by the intake of patients and verifying patient insurance eligibility by HIPAA standards
- Reduced pre-certification billing documentation preparation time by 80% through streamlined processing of claims and accounts receivable
- Contributed to a 98% patient satisfaction rate by effectively responding to patient inquiries about billing and services
Patient Access Specialist II/ Unit Secretary
WellStar Kennestone Hospital
Marietta, GA
01.2014 - 10.2016
- Facilitated smooth patient intake and discharges by greeting patients and preparing charts and files efficiently
- Handled a high volume of inbound calls to coordinate healthcare appointments, ensuring seamless interaction between patients and healthcare professionals
- Conducted pre-certification screenings, verifying insurance benefits and eligibility for Medicare, Medicaid, and managed care patients with accuracy
Customer Service Representative
TeleTech
Remote
10.2013 - 04.2014
- Achieved a 98% customer satisfaction rate by resolving an average of 150 product and service issues weekly, showcasing strong problem-solving skills
- Contributed to maintaining a 98% satisfaction level through enhanced communication and multitasking in a Windows-based system
- Ensured a 98% accuracy rate by processing, returning, and exchanging more than 100 orders on a weekly basis
Fax /Credentialing Coordinator
Visiting Nurse Service of New York
New York, NY
04.2007 - 06.2012
- Achieved 100% accuracy post-evaluations by meticulously processing and entering patient referrals into the system
- Collaborated with the Credentialing team to verify and process physician and provider credentials, maintaining 100% compliance with standards
- Supported regulatory adherence by ensuring the integrity and accuracy of credentialing documentation without discrepancies
- Contributed to organizational reliability by facilitating the review and attestation of health plan provider rosters, ensuring record accuracy
Education
Associate of Science Degree - Healthcare Administration
Herzing University
Atlanta04.2021
Diploma - Insurance Billing and Coding Specialist
Herzing University
Atlanta08.2019
Skills
- Patient Data Management
- Patient Intake
- Insurance Verification
- Regulatory compliance
- Pre-Certification Billing
- Healthcare Liaison
- Patient Satisfaction Enhancement
- Claims Processing
- HIPAA Standards Compliance
- Appointment Coordination
- Credentialing Accuracy
- Medical Terminology
- ICD-9
- HCPCS/ CPT Coding
- Epic
- Meditech
- Salesforce
- Experian
- Relay Health
- PeopleSoft
- Medisoft
- Zendesk
- CorEmer 5
- EDischarge
- GAMMIS
- Microsoft Office Suite
- Google Suite
- Customer service and support
Timeline
Customer Service & Support
Southwest Airlines
04.2022 - 08.2024
TN Unemployment Agent/ Child Care Agent
BC Forward
01.2021 - 03.2022
Patient Access Associate
Piedmont Rockdale Hospital
11.2016 - 10.2021
Patient Access Specialist II/ Unit Secretary
WellStar Kennestone Hospital
01.2014 - 10.2016
Customer Service Representative
TeleTech
10.2013 - 04.2014
Fax /Credentialing Coordinator
Visiting Nurse Service of New York
04.2007 - 06.2012
Associate of Science Degree - Healthcare Administration
Herzing University
Diploma - Insurance Billing and Coding Specialist
Herzing University
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