Edwina Parker
Houston,PA
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
10
10
years of professional experience
Work History
Lead II, Patient Solutions
Acclara
09.2020 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Directed and supervised a team of 6 to 10 agents engaged in coaching and professional development.
Patient Access Representative
GetixHealth
05.2018 - 09.2020
- 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.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- 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.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- 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.
Supervisor
The Results Companies, LLC
06.2017 - 10.2017
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Patient Access Representative
EGS, Expert Global Solutions
02.2014 - 10.2017
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Education
Bachelor of Arts - Political Science
Alabama State University
Montgomery, ALBachelor of Arts - Psychology
Bishop State Community College
Mobile, ALHigh School Diploma -
Ben C Rain High School
Mobile, AL05.2007
Skills
- Performance Metrics
- Time Management
- Team Leadership
- Problem Solving
- Patient education
- Insurance verification
- Follow-up skills
- Active listening
- Problem-solving abilities
- Medical billing knowledge
- Decision-making abilities
- Data entry proficiency
Timeline
Lead II, Patient Solutions
Acclara
09.2020 - Current
Patient Access Representative
GetixHealth
05.2018 - 09.2020
Supervisor
The Results Companies, LLC
06.2017 - 10.2017
Patient Access Representative
EGS, Expert Global Solutions
02.2014 - 10.2017
Bachelor of Arts - Political Science
Alabama State University
Bachelor of Arts - Psychology
Bishop State Community College
High School Diploma -
Ben C Rain High School
Similar Profiles
Aleshia AlexanderAleshia Alexander
Insurance Representative at AcclaraInsurance Representative at Acclara
Ada Oke, CRCRAda Oke, CRCR
Director, Client Experience at AcclaraDirector, Client Experience at Acclara
Dennesha McCleanDennesha McClean
Patient Service Representative at AcclaraPatient Service Representative at Acclara
Tara JohnsonTara Johnson
Patient Solutions at AcclaraPatient Solutions at Acclara
Briana ZatekBriana Zatek
Sales Associate at American EagleSales Associate at American Eagle