Heather Olah
Naples
Summary
Dedicated and detail-oriented Float Customer Service Representative with experience in patient business activities within a fast-paced healthcare environment. Adept at delivering excellent customer service, handling administrative duties, and utilizing the EPIC and ATHENA systems to manage patient scheduling and documentation. Strong ability to work collaboratively in a team-based setting, while ensuring efficient and accurate patient processing.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Float Customer Service Representative
Golisano's Pediatric Specialty Clinic
02.2024 - Current
- Provide outstanding customer service to patients, families, and healthcare professionals in a team-based environment
- Utilize EPIC system for patient appointment scheduling, documentation, and abstracting office notes, labs, and imaging
- Answer and manage incoming calls, confirm appointments, and handle patient inquiries efficiently
- Conduct insurance verification and authorization processing to ensure coverage for patient visits
- Process patient check-in and check-out, ensuring accurate collection of information and co-payments
- Coordinate referral requests and manage communication through RightFax for efficient documentation transmission
- Assist in obtaining and processing required referrals for specialty care services
- Maintain strict adherence to HIPAA regulations and ensure the confidentiality of patient information
General Assistant
Vineyards Elementary School
08.2023 - 02.2024
- Provided instructional, clerical, and supervisory support to K-5 teachers and students
- Assisted with classroom management, student supervision, and car-line supervision to ensure safety and efficiency
- Managed lunch and recess rotations, ensuring students followed schedules and safety protocols
- Assisted with production for teachers, including preparing classroom materials and basic supply needs
- Performed various clerical tasks, such as filing, copying, and organizing instructional materials
Scheduling Specialist
Physicians Regional – Remote
07.2022 - 08.2023
- Managed and optimized the scheduling process for patients and physicians' offices using the ATHENA system
- Scheduled appointments, procedures, and treatments across multiple departments
- Maintained and updated provider calendars, ensuring efficiency and accuracy
- Handled phone inquiries, routing calls appropriately, and addressing patient concerns
- Verified patient insurance information and eligibility to ensure seamless processing
- Maintained accurate patient records, updating electronic medical records in compliance with healthcare regulations
- Coordinated with physicians, nurses, and healthcare professionals to ensure smooth scheduling and workflow
- Participated in team meetings and training sessions to improve scheduling processes and customer service
Education
AA - General Studies
Florida Southwestern State College
Naples, FL01-2025
Skills
- Customer service
- Patient Relations
- EPIC System Proficiency
- ATHENA System Proficiency
- Appointment scheduling
- Call Handling
- Insurance Verification
- Authorization
- Medical Documentation
- Abstracting
- Referrals
- RightFax Management
- HIPAA compliance
- Data Confidentiality
- Classroom Support
- Student Supervision
- Clerical Support
- Administrative Support
- Team Collaboration
- Multitasking
Certification
- EPIC Training
- HIPAA Compliance
- Athena Training
- Basic Life Support Certification – American Red Cross
Volunteer Experience
- Assisted teachers in classroom activities, providing support for instructional tasks and student engagement.
- Helped organize and manage the schoolbook fair, coordinating book displays and assisting students with selections.
References
Available upon request.
Timeline
Float Customer Service Representative
Golisano's Pediatric Specialty Clinic
02.2024 - Current
General Assistant
Vineyards Elementary School
08.2023 - 02.2024
Scheduling Specialist
Physicians Regional – Remote
07.2022 - 08.2023
AA - General Studies
Florida Southwestern State College
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