Heather Olsen
University Of Utah Health
Piedmont,SC
Work Preference
Work Type
Full Time
Location Preference
On-SiteRemoteHybrid
Location:
Piedmont, SC
Open to relocation:
No
Minimum Desired Compensation
$55000/yr
Important To Me
Work-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time off401k match4-day work weekFlexible work hoursPaid sick leaveTeam Building / Company Retreats
19
years of professional experience
Patient relations professional skilled in managing interactions and resolving concerns to enhance patient satisfaction. Supports collaborative team environments and adapts to changing needs, ensuring operational efficiency. Strong conflict resolution and communication abilities drive effective problem-solving.
Work History
Patient Relation Specialist
2 Years 3 Months- Maintained confidentiality while handling sensitive patient information and HIPAA-compliant records.
- Collaborated with interdisciplinary staff to improve patient experience and support resolution efforts.
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
- Served as a liaison between patients, families, and medical staff to ensure clear communication regarding treatment plans and expectations.
- Developed strong rapport with patients, fostering trust and open communication lines.
- Coordinated appointments, referrals, and insurance authorizations for seamless transitions between services.
- Managed difficult conversations with upset or dissatisfied patients, demonstrating professionalism while working toward an amicable resolution.
- Provided exceptional customer service through active listening and empathetic support during challenging situations.
- Participated in ongoing training sessions related to customer service best practices within the healthcare industry.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Greeted and assisted an average of 168 patients with check-in procedures daily.
- Processed payments using cash and credit cards, maintaining accurate records of transactions. Average daily collection of payments due at time of service 81%.
Adventure Guide
5 Years- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Counted money in the cash drawer at the beginning of the shift to ensure that amounts were correct and had sufficient change.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Responded to customer inquiries about store policies and procedures to enhance customer understanding.
- Delivered high-quality customer service while promoting loyalty programs to drive customer retention and increase sales.
Barista
2 Years 10 Months- Developed strategies with management team to increase sales and profits, supporting business growth.
- Contributed to significant business growth, with customer volume and sales increasing five fold over 3 years through exceptional customer service, building better menu and product offerings and efficient daily operations.
- Performed periodic inspections of work areas to ensure compliance with local health codes, maintaining a safe environment.
- Monitored inventory levels, placed orders and followed practices of inventory rotation.
- Coordinated workflow during rush periods to improve speed, accuracy, and order fulfillment.
- Fostered loyal customer base by remembering regulars' orders and preferences, making them feel valued.
- Prepared espresso beverages, brewed coffee, and specialty drinks with consistent quality and presentation.
- Operated POS system to process orders, handle cash, and reconcile transactions accurately.
Small Business Owner
3 Years 9 Months- Negotiated contracts and bids with customers to secure favorable terms.
- Managed hiring and training processes for new employees to enhance team performance.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed estimates, invoices, and customer communication for residential and commercial accounts.
- Directed daily cleaning operations, scheduling, and client service delivery.
- Monitored customer feedback and implemented changes to improve service based on their suggestions.
- Set pricing structures according to market analytics and emerging trends.
Office Manager
10 Years 7 Months- Managed and coordinated social media to enhance communication and engagement.
- Managed insurance verification, claims follow-up, and patient account processing with attention to detail
- Directed daily front office operations, ensuring smooth patient flow and accurate scheduling for approximately 80 incoming patients.
- Coordinated staff schedules, onboarding, and workflow support across dental office functions
- Oversaw treatment plan presentations, financial arrangements, and patient communication
- Supervised supply ordering, vendor coordination, and office inventory control
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Maintained organized office environment to support efficiency, professionalism, and achievement of performance objectives.
- Completed bi-weekly payroll for 10 employees.
Receptionist and Accounts Payable Clerk
2 Years 6 Months- Greeted visitors and assisted with inquiries to ensure positive experience.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members by typing letters, filing documents, and scanning and copying documents.
- Maintained accounts payable files and records in an organized manner.
- Entered data into accounting system to maintain accurate financial records.
- Verified invoice coding accuracy to prevent payment discrepancies.
- Ensured proper authorization for all purchases made by the organization.
- Greeted visitors, subcontractors, and vendors, maintaining professional front-desk operations.
- Prepared correspondence, reports, and documents using Microsoft Office applications.
Education
Some College (No Degree) - Dental Assisting
Some College (No Degree) - Business Administration
Skills
Patient confidentiality
Insurance verification
Customer service
Appointment Coordination
Microsoft Office Suite
Oral and Written Communication
Customer relations
Building Rapport
Friendly and outgoing
Multitasking and organization
Phone and email etiquette
Appointment scheduling
Accomplishments
- Circle of Distinction Recipient University of Utah Community Clinics - 2021, 2024, 2025
- Distinguished Value Award 2022
Affiliations
- I-9 Sports Youth Athletics Coach.
- The Church of Jesus Christ of Latter-Day Saints youth leader.
- Castle Rock Elementary PTA President.
- Susan G. Komen Race for the Cure.
- Utah Food Bank
- Shoe 4 Africa NYC Marathon
Timeline
Patient Relation Specialist
University Of Utah Health
06.2024 - 09.2026Read More
Adventure Guide
Maverik Adventure's First Stop
08.2021 - 08.2026Read More
Barista
University Of Utah Health
07.2021 - 05.2024Read More
Small Business Owner
H3O Cleaning Services
02.2017 - 11.2020Read More
Office Manager
Elements Family Dentistry
04.2010 - 11.2020Read More
Receptionist and Accounts Payable Clerk
CQL-2000 Constructors
09.2007 - 03.2010Read More
American Institute of Medical Dental Technology
Some College (No Degree) from Dental Assisting
Read More
Utah Valley Community College
Some College (No Degree) from Business Administration
Read More
Education and Training
other,other