Summary
Overview
Work History
Education
Skills
Organizations
Supported Causes
Timeline
Generic

Heather Hansford

Chillicothe,Ohio

Summary

Compassionate and empathic employee consistently providing exceptional assistance to customers/patients and coworkers. Positive attitude and outlook, striving to understand needs and find effective solutions. Trained in Conflict Resolution and De-escalation for handling challenging situations professionally. Possesses working knowledge of medical programs iPass and Epic, enhancing ability to deliver high-quality service.

Overview

23
23
years of professional experience

Work History

Patient Access Representative

Adena Health
10.2023 - Current
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
  • Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
  • Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
  • Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
  • Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
  • Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
  • Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
  • Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
  • Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
  • Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
  • Optimized resource allocation by effectively managing patient flow and scheduling.
  • Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
  • Enabled better patient care with thorough pre-visit preparations and clear communication of patient needs.
  • Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
  • Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
  • Enhanced data accuracy with meticulous verification of patient information and insurance details.
  • Streamlined appointment scheduling for optimal clinic flow, reducing wait times significantly.
  • Boosted team morale and productivity by sharing knowledge and best practices in patient access processes.
  • Enhanced patient experience, ensuring welcoming environment from first point of contact.
  • Contributed to revenue cycle improvements by identifying and rectifying billing discrepancies.
  • Improved patient satisfaction by efficiently managing registration and intake processes.
  • Facilitated smoother patient visits, coordinating with healthcare providers to ensure timely service.
  • Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
  • Ensured seamless operation of front office, efficiently handling multiple administrative tasks simultaneously.
  • Increased efficiency in billing process by accurately capturing chargeable services during patient registration.
  • Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
  • Greeted and assisted patients with check-in procedures.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Engaged with patients to provide critical information.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Facilitated communication between patients and various departments and staff.
  • Delivered support to medical staff in completion of patient paperwork.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Recommended service improvements to minimize recurring patient issues and complaints.

Customer Service Representative

Synchrony Financial
01.2023 - 10.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Administrative Aide

Chillicothe City School District
10.2017 - 09.2022
  • Assist Administration
  • Data Collection/Tracking
  • Running Daily Reports on several programs
  • Communicating with Parents, students and staff
  • De-escalation
  • Manage student behavior
  • Contact : Elaine Seimer - 740-773-2241 ext
  • 16402

Vice President

League of Women Voters
04.2018 - 05.2019
  • Planning and providing community programs on topics concerning local, state and national concerns
  • Ex
  • Homelessness, Human trafficking, Insurance availability, Low Income Services etc
  • Contact : Bartow Henshaw - 740-703-3405

President

Tiffin PTO
09.2006 - 05.2017
  • Providing support to teachers, students and the community
  • Planning Programs for the community including Family Event Nights, Low income family support through clothing/monetary drives, Fundraising for school projects, building a shelter house etc
  • Contact : Nikki Greisheimet - 740-851-9339

Customer Service Representative

Adelphia Communications
05.2002 - 03.2004
  • Company Overview: Cable, Internet and Phone Company currently Spectrum
  • Customer Service
  • Data Entry
  • Answering Phones
  • Processing Payments, Scheduling Service Calls
  • Customer Retention
  • Cable, Internet and Phone Company currently Spectrum
  • Contact : Company was sold to Time Warner and closed the call center

Education

Chillicothe City School

Courses

Works International
03.2025

Skills

  • Planning and providing community programs
  • Fundraising
  • Support to teachers and students
  • Conflict Management
  • Cultural Sensitivity in the Workplace
  • Customer Service Excellence
  • De-escalation Strategies
  • Positive Youth Development
  • Title IX Sensitivity Training
  • Patient check-in
  • Multitasking and organization
  • Appointment scheduling
  • Registration and admissions
  • Phone and email etiquette
  • Medical terminology
  • Healthcare systems navigation
  • Strong empathy
  • Problem-solving
  • Team collaboration
  • Money handling
  • Quality assurance
  • Relationship building
  • Flexible schedule
  • Insurance billing
  • Eligibility determination
  • Conflict resolution
  • Payment processing
  • Patient education
  • Information collection
  • Registration management
  • Work quality evaluation
  • Call screening
  • Pre-admission requests
  • Language fluency
  • Fee collection
  • Medical billing
  • Financial procedures adherence
  • Regulatory compliance
  • Paging systems
  • Friendly and outgoing
  • Customer follow-up
  • Verbal and written communication
  • Electronic health records
  • Data entry
  • Policy understanding
  • Intake assessment
  • Records maintenance
  • Medical coding
  • Insurance company billing
  • Complaint processing
  • Privacy regulations knowledge
  • Multi-channel communication
  • Patient identity verification
  • Health insurance knowledge
  • Registration and scheduling
  • Attention to detail
  • Caring and empathetic
  • Medical insurance
  • Calm and effective under pressure
  • Insurance authorizations
  • Patient documentation
  • Punctual and hardworking
  • Insurance verifying
  • Administrative and office support
  • Resolving problems
  • Multi-line telephone systems
  • Data collection
  • Gathering information from patients
  • Patient confidentiality and data security
  • Clerical and filing support
  • Payment collection
  • Communicating to patients and families
  • 50 WPM typing speed
  • Document filing
  • Medical history documentation
  • Patient intake
  • Database search and data entry skills
  • Benefits explanation
  • Word processing
  • Providing information and resources
  • Reliability and dedication
  • Interpreting physician orders

Organizations

  • Handle with Care Trauma Program
  • AED Lifepak CR Plus
  • League of Women's Voters
  • Conflict Management
  • Cultural Sensitivity in the Workplace
  • Customer Service Excellence
  • De-escalation Strategies
  • Positive Youth Development
  • Title IX Sensitivity Training

Supported Causes

Ross County Humane Society

Timeline

Patient Access Representative

Adena Health
10.2023 - Current

Customer Service Representative

Synchrony Financial
01.2023 - 10.2024

Vice President

League of Women Voters
04.2018 - 05.2019

Administrative Aide

Chillicothe City School District
10.2017 - 09.2022

President

Tiffin PTO
09.2006 - 05.2017

Customer Service Representative

Adelphia Communications
05.2002 - 03.2004

Chillicothe City School

Courses

Works International

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Heather Hansford