Heather Hurt
Louisville,KY
Summary
Seasoned healthcare and customer service professional with a proven track record at Elevance Health most recently, adept in handling high call volumes and managing sensitive patient information. Excelled in utilizing MS Office and Genesys Cloud Phone System, while demonstrating exceptional empathy and communication skills. Achieved significant improvements in team performance through effective problem-solving and collaboration.
Overview
27
27
years of professional experience
1
1
Language
Work History
Customer Care Representative I
Elevance Health
08.2022 - 03.2024
- Cross-trained and took 4 lines of business simultaneously across United States to include all Central States, Colorado, Nevada, and California customers with their needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction using active listening skills and "smiling voice."
- Contributed to weekly team collaboration huddles.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Patient Care Coordinator
Baptist Health Medical Center
03.2020 - 08.2021
- Promoted patient-centered care by facilitating open lines of communication between medical professionals, patients, and authorized family members regarding treatment plans and progress updates.
- Managed very high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally all while being first point of contact to greet patients when coming into office.
- Evaluated and optimized office workflows for efficiency, identifying areas in need of improvement and implementing necessary changes after collaboration with other employees and manager when needed.
Medical Assistant
Rheumatology Associates, LLC
03.2019 - 07.2019
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
Ophthalmic Technician
Kentucky Eye Care
07.2012 - 09.2017
- Gathered patient histories, took measurements and completed diagnostic tests as part of detailed ophthalmic evaluations as well as instilled dilation drops in their eyes in preparation for their examination.
- Assisted ophthalmologists in performing in-office surgical procedures, ensuring high-quality patient outcomes. While sometimes, needing to prepare specimens for laboratory analysis.
- Demonstrated excellent communication skills when liaising between patients, physicians, and insurance companies regarding treatment options and costs.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Transcribed Diabetic Eye Exam reports for Primary Care physicians after visit.
Medical Transcriptionist
Medical Transcription Unlimited
01.2010 - 12.2012
- Improved report turnaround times with efficient transcription of patient encounters and medical procedures.
- Reduced errors in medical records by conducting thorough reviews and corrections of transcriptions before submission.
- Communicated with healthcare providers to clarify information and resolve issues.
- Handled multiple projects simultaneously, providing clients with prompt and high-quality service.
Surgery Scheduler/Lead Ophthalmic Technician
Medical Transcription Unlimited
06.1997 - 09.2009
- Contributed to practice growth by identifying opportunities for process improvements and implementing changes that led to increased efficiency in daily operations.
- Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Acted as liaison between patients, insurance carriers, and surgical team to secure necessary authorizations for timely procedures.
Education
Diploma - Medical Secretary
Spencerian College - Louisville
Louisville, KYSkills
- Call Center Operations inbound and outbound
- First Call Resolution
- Call Documentation/Data Entry
- Microsoft Office
- Conflict resolution/De-escalation techniques
- Call metrics/Service standard compliance
- Medical terminology knowledge/Medical Transcription
- Translation and Interpretation Services
- Time management
- Remote Office Availability/Capability
- Dual monitor capability along with multiple applications simultaneously
- Interpersonal Communication and collaboration
- Compassion
- Attention to detail
Timeline
Customer Care Representative I
Elevance Health
08.2022 - 03.2024
Patient Care Coordinator
Baptist Health Medical Center
03.2020 - 08.2021
Medical Assistant
Rheumatology Associates, LLC
03.2019 - 07.2019
Ophthalmic Technician
Kentucky Eye Care
07.2012 - 09.2017
Medical Transcriptionist
Medical Transcription Unlimited
01.2010 - 12.2012
Surgery Scheduler/Lead Ophthalmic Technician
Medical Transcription Unlimited
06.1997 - 09.2009
Diploma - Medical Secretary
Spencerian College - Louisville
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Applications/Systems
Sharepoint, Verint, Genesys Cloud Phone System, Pega, Microsoft Teams, Microsoft Office Suite, One Note, Windows 11, Medical office EHR - Epic, Compulink, NextGen, Athena, Allscripts, Centricity
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