Destiny Hines
Oklahoma City,OK
Summary
Versatile and results-driven professional with a strong background in healthcare and financial services, notably at Oklahoma Heart Hospital. Excelled in enhancing patient and member experiences through exceptional communication and problem-solving skills. Proficient in Microsoft Office and Excel, demonstrating a commitment to efficiency and meticulous attention to detail. Achieved significant improvements in appointment scheduling accuracy and patient data management.
Overview
6
6
years of professional experience
Work History
Clinic Operator/Scheduler
Oklahoma Heart Hospital
07.2021 - Current
- Provide patient services and administrative support in clinic operations.
- Acted as main point of contact for internal and external guests in the hospital.
- Answering the main phone lines , communicating with patients and their family members, handling emergencies and disaster response, contacting on-call medical. “Special line protocols.”
- Compiled personal data, including names and dates of birth.
- Answering phone calls from patients to schedule appointments
- Checking provider availability and booking appointments accordingly
- Managing appointment cancellations and rescheduling requests
- Confirming appointments with patients via phone or email
- Collecting and verifying patient demographics including insurance information
- Updating patient records with relevant details
- Obtaining necessary medical information prior to appointments
- Assisted in resolving patient queries related to appointments and billing.
- Evaluated and assessed patient referral processes.
Administrative Coordinator
Integris Health
07.2021 - 06.2023
- Assigned patients to the appropriate health care practitioners
- Coordinated various outbound calls.
- Verified eligibility, insurances
- Set up, maintain, and organize the department's central files,information, filing, and messages
- Conducted detailed validation processes to uphold database accuracy.
- Managing Calendars,travel arrangements,and ensuring everything is on schedule
- Interacted with patients and their families,and ensure patient discharges are complete.
- Provided leadership and supervision to the Management Assistants- Conf, Nursing assigned to the inpatient/ outpatient Nurse Manager
- Coordinated physician referrals using fax, email, and telephone communication.
Processing/Payroll Clerk
Costco Member Service Center
07.2018 - 06.2022
- Managed a high volume of inbound calls daily.
- Determined member needs and provide appropriate solutions, including answering general Costco.com/ product questions and researching complex situations regarding online orders,, cancellations, tracking, and deliveries.
- Evaluated and proposed appropriate compensations.
- Operate as the liaison between Costco.com customers, vendors, buying and operations staff.
- Used multiple computer programs simultaneously on multiple screens while on the phone.
- Utilizing problem solving and critical thinking skills to resolve order/product/delivery issues.
- Enhanced product expertise alongside inventory management.
- Provided accurate and appropriate information in response to member inquiries.
- Addressed member service inquiries in a timely and accurate fashion.Properly directed inbound chats queues to improve call flow.
- Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates
- Updated employee files with new details such as changes in address or salary levels.
- Processed new hire paperwork and documents.
- Verified timekeeping records and handled any discrepancies with employees.
Member Service Representative
True Sky Credit Union
07.2018 - 07.2021
- Verified customer identification and documentation for compliant transactions
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Delivered prompt service to prioritize customer needs.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Assisted members with their financial transactions, including, paying and receiving cash and other negotiable instruments.
- Carried out Credit Union's Sales & Service initiative by offering members additional products and service with each transaction
Education
Associate In Healthcare Administration -
Oklahoma State University
Oklahoma City, OK2023
High School Diploma -
U. S Grant Highschool
2019
Skills
Office Software
Data Entry
Records maintenance
Time Management
Microsoft Office
Microsoft Word
Microsoft excel
Medical Terminology
Typing
CPT-Coding
Clerical
Ethics
Computer proficiency
Customer Service
Communication
Multi tasking
Problem solving
Attention to detail
Compliance
HIPAA
Collaboration
Document processing
Timeline
Clinic Operator/Scheduler
Oklahoma Heart Hospital
07.2021 - Current
Administrative Coordinator
Integris Health
07.2021 - 06.2023
Processing/Payroll Clerk
Costco Member Service Center
07.2018 - 06.2022
Member Service Representative
True Sky Credit Union
07.2018 - 07.2021
Associate In Healthcare Administration -
Oklahoma State University
High School Diploma -
U. S Grant Highschool
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