Destini Jones

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• • Customer Service:
  Addressing patient, family, and staff inquiries in a professional and timely manner.
  
  • Issue Resolution:
  Identifying and resolving patient concerns, including those related to scheduling, billing, or other services.
  
  • Communication:
  Communicating effectively with patients, families, and clinical staff, both verbally and in writing.
  
  • Scheduling and Appointment Management:
  Scheduling and managing patient appointments, coordinating cancellations, and rescheduling.
  
  • Patient Flow Management:
  Monitoring patient flow to ensure efficient and courteous service.
  
  • Documentation:
  Accurately documenting patient information and interactions in the electronic medical record (EMR).
  
  • Confidentiality:
  Maintaining the confidentiality of patient information in accordance with corporate policies and procedures.

Providing quality customer service to patients, physicians, referral sources, and internal staff. This role involves tasks such as verifying insurance, collecting payments, and assisting with various patient services. The CSR II may also be involved in educating patients and staff about insurance policies and procedures.

Responsibilities:

• Patient Service:
Provide excellent customer service to patients and their families, addressing their needs and concerns.

• Insurance Verification:
Verify insurance coverage, eligibility, and collect co-pays and deductibles.

• Patient Registration:
Register patients, gather demographic and insurance information, and update patient records.

• Patient Assistance:
Offer various forms of assistance to patients, such as transportation needs, directions, and locating wheelchairs.

• Financial Responsibilities:
Assist with financial responsibility and insurance updates, ensuring accuracy and compliance with payer requirements.

• Visit Closure:
Assist with visit closure, including scheduling follow-up appointments and providing visit summaries.

• Communication and Education:
May educate patients, staff, and providers about insurance policies, procedures, and changes.

• Problem Solving:
Identify and resolve problems related to registration, authorizations, and other patient-related issues.


• Resource to Staff:
Serve as a resource to other patient services staff, addressing moderately complex patient concerns.

• Training and Orientation:
May assist with orientation and training for new patient services staff.

• Compliance:
Adhere to all Advocate Aurora Health policies, procedures, and relevant regulations.

• Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages.
• Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
• Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate.
• Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payer requirements.
• Identifies, reports, and resolves problems regarding registration to appropriate individuals and departments.
• Monitors patient flow to ensure they are cared for in the most efficient and courteous manner. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
• Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.
• May file, retrieve, and/or deliver patient information and/or records, and completes required forms/documentation.

This role involved handling inquiries about I-PASS accounts, processing payments, and resolving customer issues. They also educate customers about I-PASS benefits and handle large volumes of mail related to applications and account updates.

Key Responsibilities:

• Providing Customer Support:
Answering questions, providing information, and assisting customers with I-PASS accounts, including account setups, payments, and issues.
• Processing Transactions:
Processing I-PASS payments, toll violation notices, and other related transactions.

• Handling Mail:
Processing large volumes of mail related to I-PASS applications, updates, and customer inquiries.

• Troubleshooting and Resolution:
Investigating and resolving customer issues related to I-PASS accounts and toll violations.

• Education and Sales:
Educating customers on the benefits of I-PASS to promote its use.

• Data Management:
Maintaining accurate records of customer interactions and transactions.

• Communication:
Communicating effectively with customers via phone, email, or in person, using clear and professional language.

• Confidentiality:
Protecting customer information and maintaining confidentiality of sensitive data.

primarily responsible for processing customer transactions quickly and accurately at the check lanes, while also providing excellent customer service. This includes greeting customers, engaging them, and assisting with any inquiries they may have. also handle various payment types, adhere to company policies regarding restricted items, and report any pricing discrepancies Working self check out

• Followed safety regulations to maintain safe work environment.
• Improved package handling efficiency by implementing proper sorting and organizing techniques.
• Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
• Reduced damage rates for packages through careful handling and adherence to safety protocols.