Effie Dubone Hunter
Memphis
Summary
Detail-oriented professional with over 20 years of experience and strong history of medical office operations looking to utilize my skills and experience towards professional growth and development.
Overview
10
10
years of professional experience
Work History
Check In Patient Account Representaative
Southern College of Optometry
02.2025 - Current
- Assisted patients in understanding financial options and payment plans effectively.
- Streamlined account reconciliation procedures, enhancing overall workflow efficiency.
- Provided accurate information on healthcare services and insurance options to clients.
- Streamlined communication between departments, improving response times to patient needs.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Patient Services Representative
Eye Specialty Group
07.2019 - Current
- Serve the doctors, and technicians by managing my assigned doctors’ schedule daily, while communicating any changes.
- Assist patients with obtaining initial appointments, clinic, and provider information, and rescheduling as required.
- Answer multi-line phones, transfer calls to the correct contact, and take messages as appropriate.
- Collaborate with coworkers to ensure that projects are completed on schedule.
- Coordinate incoming referrals to ensure all referrals are entered into the referral system, including prior authorization numbers when needed.
- Participate and complete the required training program including annual safety training and all required HIPAA and compliance training.
- Resolves patient requests in one call/ contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion.
- Verified patient insurances, input and scanned patients' registration/HIPAA forms (new and updated), and medical releases in the electronic chart.
Call Center Technician
University of Tennessee Hamilton Eye Center
12.2024 - 02.2025
- Provided technical support for call center operations, ensuring smooth communication between departments and patients.
- Troubleshot hardware and software issues, minimizing downtime and enhancing service delivery efficiency.
- Increased first-call resolution rates by actively listening to customer concerns and providing accurate solutions.
- Prevented escalations through timely resolution of client concerns, maintaining a high level of customer satisfaction.
- Contributed to a positive work environment by consistently demonstrating professionalism and empathy towards customers.
- Maintained up-to-date knowledge of company products and services, ensuring accurate assistance to customers.
- Handled high-pressure situations with ease, remaining calm while guiding customers through complex troubleshooting processes.
- Consistently met performance goals with excellent problem-solving skills and technical knowledge.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Healthcare Administration
University of Health and Science
01.2017 - 07.2019
- Operate telephone switchboard while answering, screening, forwarding, providing information, taking messages, and setting up appointments
- Welcome guests as they enter the building, ascertain the nature and goal of their visit, and lead or guide them to designated locations.
- Transmit documents or information to clients via computer, mail, or fax machine.
- Receive and address public or customer complaints.
- Perform administrative tasks such as proofreading, transcribing handwritten data, and using calculators or computers to prepare documents including pay records, invoices, and balance sheets.
- Complete insurance or other claim forms.
- Receive and route messages or documents, such as laboratory results, to appropriate staff.
- Compile and record medical charts, reports, or correspondence, using a typewriter or personal computer.
- Orders and maintains inventory
Medical Office Assistant
Methodist Medical Group
04.2016 - 12.2016
- Make and confirm appointments for operations, medical consultations, or diagnostic tests for patients.
- Welcome guests, inquire about their purpose and guide them to appropriate staff members.
- Get communications or documents, such as lab results, and forward them to the right staff members.
- Prepare insurance or claim forms. Prepare insurance or claim forms.
- Prepare medical charts, reports, and communications using a typewriter or computer.
- Maintain medical records, technical libraries, or correspondence files.
- Assist with administrative tasks including ordering and managing supplies.
- Maintain financial records, prepare and distribute financial statements, and handle bookkeeping tasks including credits and collections.
- Record practitioners' diagnoses or recommendations and transcribe them into patients' medical records.
- Coordinate patient hospital admissions.
- Assist physicians and medical scientists in preparing reports, speeches, articles and conference proceedings.
Education
BSM Consulting - Customer Service
BSM Consulting
Online07-2023
Medical office Assistant Healthcare Administration -
CONCORDE CAREER COLLEGE
Memphis, TNA.S. - Healthcare Administration
SOUTHWEST COMMUNITY COLLEGE
Memphis, TN05.1997
Skills
- Excellent customer service and communication techniques
- Data input and management
- Efficient in Microsoft suite
- Knowledge of medical terminology
- Time management
- Flexible problem-solving
- Compliance with HIPAA
- HIPAA compliance
- Insurance verification
- Strong empathy
- Data entry proficiency
- Team collaboration
- Verbal and written communication
- Medical terminology
- Hospital operations
- Administrative support
- Insurance collaboration
- Bookkeeping
- Organizational skills
- Attention to detail
- Microsoft office
- Customer service
- Problem-solving
- Flexible and adaptable
- Problem-solving abilities
- Multitasking
- Excellent communication
- Reliable and punctual
- Active listening
- Effective communication
- Cash handling
- Data entry
- Professional and mature
- Confidentiality understanding
- Task prioritization
- Document typing and formatting
- Professionalism
Timeline
Check In Patient Account Representaative
Southern College of Optometry
02.2025 - Current
Call Center Technician
University of Tennessee Hamilton Eye Center
12.2024 - 02.2025
Patient Services Representative
Eye Specialty Group
07.2019 - Current
Healthcare Administration
University of Health and Science
01.2017 - 07.2019
Medical Office Assistant
Methodist Medical Group
04.2016 - 12.2016
A.S. - Healthcare Administration
SOUTHWEST COMMUNITY COLLEGE
BSM Consulting - Customer Service
BSM Consulting
Medical office Assistant Healthcare Administration -
CONCORDE CAREER COLLEGE