Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Equeshia Crutchfield

Dallas,TX

Summary

Experienced and organized Patient Registrar with 7 years of administrative experience. Skilled in streamlining patient flow through accurate recordkeeping and clear communication skills. Proficient in using Epic and Mckesson for patient information management and scheduling.

Overview

10
years of professional experience

Work History

Alto Pharmacy

Pharmacy Technician Trainee
08.2021 - 02.2024

Job overview

  • Handled confidential patient information with discretion, upholding strict HIPAA regulations at all times during tenure as a Pharmacy Technician Trainee.
  • Collaborated closely with pharmacy team members to consistently deliver high-quality care to patients.
  • Assisted pharmacists in managing medication inventory, ensuring adequate stock levels for timely patient service.
  • Maintained a high degree of professionalism and integrity, upholding ethical standards associated with the Pharmacy Technician Trainee role at all times.
  • Answered 30-50 incoming phone calls and addressed questions from customers and healthcare providers.
  • Made outbound calls to patients that requested a call back, or further research needed to be performed
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Supported pharmacy operations by accurately entering prescription data into computer system, minimizing errors and expediting service times.
  • Contributed to increased customer loyalty through exceptional communication skills and genuine empathy for patients'' needs.
  • Collected co-payments or full payments from customers.
  • Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
  • Completed mandatory training hours, gaining valuable knowledge of pharmaceutical industry practices and procedures.
  • Provided exemplary customer service while addressing patient questions or concerns regarding medications or therapy plans, fostering trust in the pharmacy''s services.
  • Reviewed and verified customer information and insurance provider information.
  • Resolved non-routine issues like third-party billing, computer system, and customer service issues.
  • Served as a reliable team member by consistently arriving on time, prepared to contribute and assist in all pharmacy operations as needed.
  • Successfully completed Pharmacy Technician Trainee program, gaining comprehensive understanding of industry practices while demonstrating readiness for advancement within the field.
  • Completed insurance forms and billed insurance companies.
  • Improved patient adherence to medication regimes by participating in reminder call programs.

Conifer Health Solutions LLC

Financial Customer Service Representative
04.2021 - 08.2021

Job overview

  • Balanced a high call volume, averaging 20-30 calls and patient accounts daily
  • Leveraged strong analytical skills to troubleshoot and resolve technical issues related to online banking platforms, ensuring a positive user experience for clients.
  • Delivered personalized customer service by taking the time to understand individual client needs, leading to increased trust and loyalty among the bank''s clientele.
  • Participated in ongoing professional development initiatives focused on enhancing knowledge of industry trends, regulatory changes, and emerging financial products.
  • Navigated complex client scenarios with tact and professionalism, resulting in successful resolution of conflicts or concerns.
  • Enhanced customer satisfaction by promptly addressing financial inquiries and resolving issues.
  • Built strong relationships with clients through attentive listening, empathetic communication, and sound financial advice.
  • Maintained strict confidentiality when handling sensitive client data, adhering to regulatory requirements and company policies at all times.
  • Educated customers on various financial products, empowering them to make informed decisions and improve their financial health.

Blue Cross Blue Shield of Minnesota

Non Licensed Insurance Agent
10.2018 - 04.2021

Job overview

  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Fielded customer complaints, escalating complex issues to management for resolution.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Discussed claims that were processed by that patients provider
  • Provider patient with deductible, Out of Pocket Maximum, and Coinsurance information
  • Provided patient information regarding the policy that they opted into through their employer
  • Confirmed covered services on patients policy by entering in HCPC, CPT, and diagnostic codes
  • Resolved member grievances with a positive and professional attitude
  • Authenticate members by obtaining correct demographic information
  • Assisted patient with navigating benefit website and self-service options
  • Assisted providers wit information regarding members claims, benefits, Prior Authorization, and Appeal status
  • Worked with the Minnesota department of Health to track COVID-19 cases

North Memorial Health Hospital

Patient Registrar
12.2013 - 09.2018

Job overview

  • Worked in Level 1 Trauma Center Emergency department alongside physicians, nurses, and other hospital personnel
  • Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
  • Trained new Patient Registrars on best practices, fostering consistency in work quality across the team members.
  • Facilitated timely check-in by greeting visitors and establishing purpose of visits.
  • Enhanced data accuracy by diligently verifying insurance coverage, demographic information, and other essential details.
  • Managed high-stress situations calmly and professionally while prioritizing multiple competing demands during peak hours or emergency situations.
  • Collected and processed co-payments and out-of-pocket charges using Epic. Averaged 5-7 copays per shift
  • Imaged and scanned patient and registration documentation into electronic patient records.
  • Maintained a well-organized work environment, ensuring easy access to necessary documents and materials for efficient daily operations.
  • Maintained up-to-date knowledge of hospital policies, procedures, and insurance requirements to provide accurate information to patients during registration.
  • Contributed to a positive patient experience by providing exceptional customer service and addressing any concerns or questions throughout their visit.
  • Assisted in improving departmental workflows with timely completion of daily tasks such as updating patient records and scheduling appointments.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
  • Assembled and maintained patient medical records and other documents related to patient care.
  • Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
  • Served as an integral part of the health unit by willingly taking on additional responsibilities as needed, demonstrating adaptability and teamwork.
  • Input Emergency physician and nurses orders into EPIC
  • Scheduled patient appointments, examinations, labs, procedures per Emergency physicians orders
  • Completed administrative work with accuracy and efficiency, including maintaining medical records and filing

Education

Wayzata High School
Plymouth, MN

High School Diploma
06.2009

University Overview

  • Honor Roll [Semester and Year]

Skills

  • Customer Service
  • Problem-solving skills
  • Effective communication skills
  • Pharmacy Software Proficiency
  • Patient confidentiality
  • Prescription Interpretation
  • Conflict Resolution
  • Adaptable
  • Reliable
  • Efficient
  • Problem Solving
  • Attentive to detail

Timeline

Pharmacy Technician Trainee

Alto Pharmacy
08.2021 - 02.2024

Financial Customer Service Representative

Conifer Health Solutions LLC
04.2021 - 08.2021

Non Licensed Insurance Agent

Blue Cross Blue Shield of Minnesota
10.2018 - 04.2021

Patient Registrar

North Memorial Health Hospital
12.2013 - 09.2018

Wayzata High School

High School Diploma
Equeshia Crutchfield