Garnette Graedel

2020 to Current

• 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.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
• 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.
• Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
• Assisted in training new hires, sharing best practices in customer service protocols specific to the healthcare industry.
• Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
• Contributed to the company''s ongoing success by actively seeking opportunities for personal growth and skill development within the healthcare field.
• Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
• Aided in the implementation of new software systems, providing input on user experience and assisting with training for other team members.
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Resolved patient billing issues in line with established guidelines.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Providing excellent customer service by promptly answering patient inquiries.
• Addressed bad debts in line with set protocols.
• Delivered prompt service to prioritize customer needs.
• 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.
• Cross-trained and provided backup support for organizational leadership.
• Trained new personnel regarding company operations, policies and services.

Patient Operations Coordinator Associate: 2013 to 2020

• Processes standard DME referrals and identifies patient needs
• Coordinate referral process for basic home care services under the direction of the clinical department staff.
• Performs insurance verification.
• Performs complex case management negotiations for patient set-ups.
• Obtains and maintains appropriate documentation required for pre-authorization and payment of DME services.
• Refers patients to community agencies according to policy and patient need; negotiates pricing and responsibility of co-managing agencies.
• Performs price negotiations in the best interest of the patient with respect to business and acts as a resource for price negotiations.
• Maintains advanced knowledge of reimbursement principles and pricing parameters.
• Communicates and receives approval of price negotiations from management.
• Provides on-going communications with payor case managers, patients and community agencies for updates/changes/authorizations and reauthorizations.
• Enters and updates patient demographics and insurance data into computer.
• Assists patients with supply requests and delivery issues.
• Provides problem solving assistance by phone to patient/caregivers.
• Provides problem solving assistance by phone to case managers, customer service personnel and community agency staff.
• Follows up on all DME rentals for continued need or to discontinue service if rental is complete.
• Computer data entry is complete and timely and satisfied department guidelines.
• Documents patient activity on the daily referral log.
• Assists management with product evaluation, retrieval of new product information, and program development.
• Maintains technical job knowledge through appropriate resources.
• Serves as preceptor by orienting and training new staff.
• Processes complex DME/RT/Rehab referrals.
• Participates in on-call rotation.
• Performs routine record audits under the direction of the Department Manager or Operations Supervisor.
• Carries out all responsibilities in accordance with Companies Mission Statement.
• Assist with contract updates and maintenance.

Receptionist and Patient Service Coordinator: 2009 to 2013

• Used HCN to maintain electronic patient files, successfully maintaining over 300 patient files.
• Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
• Maintained accurate patient records by diligently updating information in the electronic health record system.
• Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Resolved customer problems and complaints.
• Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
• Responded to inquiries from callers seeking information.
• Answered central telephone system and directed calls accordingly.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Corresponded with clients through email, telephone, or postal mail.
• Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
• Handled sensitive information with discretion while maintaining strict confidentiality standards.
• Managed multiple tasks and met time-sensitive deadlines.
• Provided administrative support to staff members by handling correspondence and filing documents,
• Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
• Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.

• Increased client retention, consistently maintaining strong relationships with key accounts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Support sales representative in opening new accounts and upgrading existing servies with new products
• Collaborated with sales teams to upsell products and services, resulting in increased revenue.
• Assisted team members with account-related tasks, fostering a collaborative work environment.
• Stayed current on industry trends and product offerings, providing informed guidance to customers seeking advice or recommendations.
• Contacted customers to assess satisfaction and current needs.
• Supported customer satisfaction through regular follow-up and communication.
• Managed timely and effective replacement of damaged or missing products.
• Coordinated 2 yearly events for customers.
• Managed Inventories for customers.
• Managed onsite warehouse, load and unloading semi trailers and trucks.

• Completed payroll functions to facilitate accurate and prompt staff payments.
• Maintained accurate and complete documentation to facilitate accounting and filing functions.
• Used accounting software to prepare weekly and monthly financial reports.
• Handled day-to-day accounting processes to drive financial accuracy.
• Recorded deposits, reconciled monthly bank accounts and tracked expenses.
• Entered figures using 10-key calculator to compute data quickly.
• Created detailed expense reports to facilitate reimbursement for business expenses incurred.
• Streamlined daily reporting information entry for efficient record keeping purposes.
• Maintained excellent financial standings by working closely with bookkeeper to process business transactions.

• Maintained clean and organized files by keeping accounts payable records up-to-date.
• Maintained accurate and complete documentation to facilitate accounting and filing functions.
• Completed payroll functions to facilitate accurate and prompt staff payments.
• Expedited invoice processing with effective communication between internal departments and external vendors.
• Reduced errors in account reconciliation through meticulous attention to detail and thorough review of transactions.
• Matched purchase orders with invoices and recorded necessary information.
• Entered figures using 10-key calculator to compute data quickly.
• Managed Inventory
• Process and maintain personnel records