Summary
Overview
Work History
Education
Skills
Timeline
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Denise Gordon

Fredericksburg,IL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

31
31
years of professional experience

Work History

CSA I

Healthcare Solutions
11.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Documented customer interactions and transactions for accurate, up-to-date records.

Patient Access Representative

MercyOne Waterloo Medical Center
12.2016 - 11.2023
  • Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
  • Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
  • Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
  • Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.

Medical Transcriptionist

MercyOne Waterloo Medical Center
09.2005 - 03.2017
  • Enhanced accuracy of medical records by transcribing detailed physician dictations.
  • Improved turnaround time for report generation by efficiently managing transcription tasks.
  • Maintained high levels of confidentiality with sensitive patient information following HIPAA guidelines.
  • Reduced errors in medical reports by reviewing, editing, and proofreading transcripts for clarity and consistency.
  • Collaborated with the healthcare team to ensure timely and accurate medical documentation, improving overall patient care.
  • Stayed up-to-date with medical terminology and industry trends to maintain accuracy in transcriptions.
  • Contributed to a professional work environment by consistently meeting deadlines and maintaining open communication with supervisors and colleagues.
  • Demonstrated adaptability when faced with changes in workload or assignments, ensuring seamless transitions between projects.

Hostess/Waitress

Klunders Kafe
05.1993 - 10.2005
  • Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
  • Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
  • Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
  • Contributed to team success through effective communication and cooperation with coworkers and management.
  • Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
  • Developed rapport with regular patrons, fostering a sense of community within the establishment.
  • Ensured smooth operations during shift changes by communicating relevant information between incoming and outgoing staff members.

Medical Transcriptionist

Waverly Health Center
05.2003 - 09.2005
  • Enhanced accuracy of medical records by transcribing detailed physician dictations.
  • Improved turnaround time for report generation by efficiently managing transcription tasks.
  • Maintained high levels of confidentiality with sensitive patient information following HIPAA guidelines.
  • Collaborated with the healthcare team to ensure timely and accurate medical documentation, improving overall patient care.
  • Reduced errors in medical reports by reviewing, editing, and proofreading transcripts for clarity and consistency.
  • Contributed to a professional work environment by consistently meeting deadlines and maintaining open communication with supervisors and colleagues.
  • Conducted thorough research on unfamiliar terms or phrases during the transcription process which contributed to accurate and comprehensive medical reports.
  • Maintained security and privacy of records to protect patients and providers.

Education

No Degree - Medical Transcription

Northeast Iowa Community College
Calmar, IA
05.2003

High School Diploma -

Fredericksburg High School
05.1993

Skills

  • Strong Work Ethic
  • Goal-Oriented
  • Patience and Tolerance
  • Customer service excellence
  • Call Documentation
  • De-Escalation Techniques
  • Calm Under Pressure
  • Reliability

Timeline

CSA I

Healthcare Solutions
11.2023 - Current

Patient Access Representative

MercyOne Waterloo Medical Center
12.2016 - 11.2023

Medical Transcriptionist

MercyOne Waterloo Medical Center
09.2005 - 03.2017

Medical Transcriptionist

Waverly Health Center
05.2003 - 09.2005

Hostess/Waitress

Klunders Kafe
05.1993 - 10.2005

No Degree - Medical Transcription

Northeast Iowa Community College

High School Diploma -

Fredericksburg High School

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Denise Gordon