Dontaija Pryor
Cartersville,GA
Summary
Healthcare professional with over 5 year of experience working as Medical Front desk or Receptionist. Answer patient calls, field questions, and assist patients in making new medical appointments or procedures. Register new patients, monitor and update all patient schedules in coordination with physicians. Respond to and resolve all patient service requests and monitor all medical call backs as needed. Leverage strong organizational skills to oversee patient schedules, insurance verifications, payment collections, communications, and inventory control. Offer an in-depth understanding of medical terminology and healthcare office regulations. Dynamic communication and interpersonal relation skills with a continual commitment to communicating pertinent updates and information with patients, customers, physicians, and colleagues. High level of professional integrity instrumental for maintaining confidential records, files, and documents. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Cigna
Cartersville, GA
05.2023 - 06.2024
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted with appeals process when necessary.
Call Center/Insurance verifier
Northwest ENT and allergy
08.2022 - 11.2022
- Scheduled patients, verified insurance, did referrals, and sometimes had to take payments for billing
- Took 150-190 calls a day
- Prepare and manage all surgery charts and files
- Check in/out patients for surgery
- Collect surgery fee’s, post fees to patient chart
- Ensure patient paperwork is complete, verify each insurance, safeguard patient privacy and confidentiality via HIPAA guidelines
- Fax, scan, file appropriate documents to patients’ charts
- Answer high volume inbound calls and department routing
- Created and implemented a Front Office Manual used across all offices
- Managed/ participated in afterhours and off-site events with physicians
- Communicate daily schedules and changes with employees and outside support staff
- Provide all clinical notes and proper documentation to insurance companies
- File and scan completed charts into patients EMR
Patient service representative/Medical scheduler
Harbin Clinic: Primary Care, Health, & Medical Services
09.2021 - 04.2022
- Served as the coordinator for schedules and appointments between doctors and patients
- Listened attentively to the needs of the patient to determine the appropriate amount of time the appointment required and scheduled the appointment to during the best time for the medical provider and patient
- Inform patients about delays or wait times to ensure they are seen on time, while also updating their information at every visit
- Managed cancelations initiated by patients and medical providers, finding the best alternatives for all involved
- Answered a multi-line phone and responded to e-mails, greeted patients and prospective patients and reminded them of upcoming appointments
- Demonstrated knowledge of electronic medical records, office procedures, insurance verification, preauthorization’s and pre-certifications
- Obtained medical records from other providers and appropriately updated records
- Efficiently completed tasks in a fast-paced environment while demonstrating great customer service and working well other staff
- Maintained confidentiality and adhere to HIPAA guidelines.
Front desk receptionist/Customer Service
Voelstapine
06.2020 - 08.2021
- Answer/ make calls from and to future customers and make sure my customer is always helped in a polite and professional way
- Answering telephone calls, as well as screening and forwarding calls
- Scheduling and confirming appointments, meetings, and events
- Welcoming and assisting visitors in a friendly and professional manner
- Handling basic inquiries and sorting mail
- Copying, scanning, and filing documents.
Front office Assistant
Piedmont Hospital
03.2017 - 06.2020
- Check-in and check-out patients by verifying and/or updating demographic, insurance, and or registration information in accordance with established policies and procedures
- Facilitates the scheduling, cancelling and rescheduling of patients appointments and communicate changes to appropriate staff as needed, Coordinate with back office staff to ensure the timely and efficient flow of patients to providers
- Answer, screen, and direct office telephone calls in accordance with office procedures and provide general office information and direct patient or take message for appropriate staff regarding, medical records, prescriptions and test results
- Collect appropriate payments of co-payment, including any past due balances owed in accordance with patients medical plan
- Maintain balances and reconcile cash drawer and record daily receipts for end of the day balances
- Maintain operational protocols and established standards that promoted a safe and productive work environment
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Scheduled appointments for doctor visits and procedures using desktop calendar software
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care
- Obtained payments from patients and scanned identification and insurance cards
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Scheduled, rescheduled and handled cancelled appointments for patients.
Education
High School Diploma -
Cartersville High School
Skills
- Data Entry
- Customer Service Representative
- Front Office Assistant
- Medical Scheduler
- Scheduling
- Account updating
- Inbound and Outbound Calling
- Computer Proficiency
- Medical terminology knowledge
- Active Listening
- Payment Processing
- Positive and professional
Key Qualifications
- Data Entry
- Customer Service Representative
- Front Office Assistant
- Medical Scheduler
Certification
- Lash Artist Certification
- CPR Certification
Affiliations
- Hiking
- Working out
- Individual lashes
- Reading/ learning new things
References
References available upon request.
Timeline
Customer Service Representative
Cigna
05.2023 - 06.2024
Call Center/Insurance verifier
Northwest ENT and allergy
08.2022 - 11.2022
Patient service representative/Medical scheduler
Harbin Clinic: Primary Care, Health, & Medical Services
09.2021 - 04.2022
Front desk receptionist/Customer Service
Voelstapine
06.2020 - 08.2021
Front office Assistant
Piedmont Hospital
03.2017 - 06.2020
High School Diploma -
Cartersville High School