Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Heather Smith

Wright,MN

Summary

Proactive Patient Scheduler and Nursing Assistant with extensive experience in healthcare coordination, patient support, and appointment management. Skilled in using EHR systems, verifying insurance, and maintaining patient confidentiality. Offering strong problem-solving abilities and effective communication to enhance patient care and operational efficiency.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Patient Scheduler II

Essentia Health
09.2022 - Current
  • Provided compassionate support to patients during their healthcare journey, addressing concerns and answering questions about appointments promptly.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
  • Coordinated with other departments for seamless patient transfers, expediting necessary follow-up appointments.
  • Verified insurance coverage and obtained pre-authorizations.
  • Maintained accurate patient records, updating contact information and insurance details as needed.
  • Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Utilized electronic health record systems effectively to manage patient appointments and minimize scheduling errors.

Bartender/Liquor Store Clerk

Cromwell Liquor Store & Municipal
06.2019 - Current
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
  • Improved team morale and efficiency, leading by example and offering support during peak hours.

Patient Scheduler

Essentia Health (Formerly Mercy Hospital)
06.2021 - 09.2022
  • Demonstrated excellent problem-solving skills when faced with scheduling conflicts or last-minute changes, finding solutions that satisfied both patients and providers alike.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
  • Coordinated with other departments for seamless patient transfers, expediting necessary follow-up appointments.
  • Managed waiting lists effectively, contacting patients when earlier appointments became available.
  • Handled cancellations professionally, rescheduling patients in a timely manner while minimizing disruptions to daily operations.
  • Utilized electronic health record systems effectively to manage patient appointments and minimize scheduling errors.
  • Increased overall clinic efficiency by identifying gaps in schedules and offering available appointments proactively.
  • Contributed to an organized office atmosphere by maintaining up-to-date schedules for multiple providers.
  • Developed strong relationships with patients through clear communication, providing a positive experience from the first phone call onward.
  • Balanced provider schedules evenly between new consultations and follow-up visits for optimal care continuity.
  • Collaborated with medical staff to optimize appointment availability, ensuring patients received timely care.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Maintained accurate patient records for proper tracking of patient history and treatment.
  • Followed up with patients to reschedule missed appointments.
  • Oriented and trained new staff on proper procedures and policies.

Rehabilitaion-Registered Nursing Assistant

Mercy Hospital/Essentia Health
02.2020 - 06.2021
  • Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
  • Assisted patients with toileting,
  • Sanitizing equipment, items used and treatment rooms.
  • Maintained accurate and legal patient records and medical orders.
  • Managed the scheduling for outpatient, inpatient and hospital patients.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Helped clean and prepare patient consultation rooms and maintain hygiene standards.
  • Assist Therapist/ Therapist Assistants with clients, transporting/ transferring patients.

Volunteer Firefighter & EMT

Cromwell Wright Fire District
04.2013 - Current
  • Enhanced teamwork among the crew by participating in regular training sessions, drills, and exercises.
  • Collaborated closely with fellow firefighters to ensure smooth communication and coordination during emergencies.
  • Minimized risk of accidents on scene by following established protocols regarding traffic control management.
  • Supported strong relationships between the fire department and neighboring agencies through collaborative efforts during multi-unit training simulations.
  • Served as a role model to aspiring firefighters through mentorship, training support, and sharing of professional experiences.
  • Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
  • Oversaw equipment and vehicle upkeep to maintain emergency readiness.
  • Drove and operated structural pumpers, tankers, ladders, and service vehicles to aid in rescue operations.
  • Upheld legal compliance standards by adhering to established protocols regarding documentation, treatment procedures, and communication practices within the EMS system.
  • Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
  • Utilized oxygen tanks, EKG and IVs to perform various medical procedures.
  • Dispensed medications and monitored patient reactions.

Med/Sug/OR/Ob- Registered Nursing Assistant

Mercy Hospital
09.2010 - 02.2020
  • Collaborated with interdisciplinary healthcare teams to develop individualized care plans for patients.
  • .Upheld strict confidentiality standards when handling sensitive patient information, ensuring compliance with HIPAA regulations.
  • .Acted as a liaison between patients and healthcare providers, facilitating clear communication and fostering a positive care experience.
  • Educated family members on proper caregiving techniques, enhancing the quality of home-based care after discharge from the hospital setting.
  • Assisted with the implementation of personalized therapeutic interventions under the supervision of registered nurses.
  • Performed thorough assessments on new patients, identifying potential health concerns and communicating findings to supervising nurses or physicians.
  • Provided emotional support to patients and families during challenging times, fostering positive relationships and trust.
  • Prevented pressure ulcers through regular turning, repositioning, and skin assessment on at-risk patients.
  • Contributed to efficient unit operations by maintaining adequate supplies, organizing equipment, and facilitating smooth patient transitions between care settings.
  • .Demonstrated strong critical thinking skills in emergencies, following established protocols while remaining calm under pressure.
  • Reduced patient anxiety through effective communication and a calm demeanor during difficult situations.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Documented patient information and care activities in electronic health record.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.

Registered Nursing Assistant

Mercy Health Care Center
08.2004 - 09.2010
  • Increased patient satisfaction with timely responses to call lights and addressing their needs promptly.
  • .Acted as a liaison between patients and healthcare providers, facilitating clear communication and fostering a positive care experience.
  • Reduced patient anxiety through effective communication and a calm demeanor during difficult situations.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Enhanced patient care by providing compassionate assistance with activities of daily living.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Upheld infection control and prevention policies across different patient-facing areas.

Education

No Degree - Billing & Coding

Rasmussen University
Bloomington, MN

Skills

  • Medical Terminology
  • Appointment Scheduling
  • EHR systems expertise
  • Patient Registration
  • Insurance Verification
  • Patient Scheduling
  • Appointment Coordination
  • Multitasking Abilities
  • Problem-solving abilities
  • Reliability
  • Professionalism
  • Interpersonal Skills

Certification

  • EMT - Certified Emergency Medical Technician

Additional Information

I enjoy spending time with my husband and four children along with serving my community as a lieutenant on my local Fire Department.

Timeline

Patient Scheduler II

Essentia Health
09.2022 - Current

Patient Scheduler

Essentia Health (Formerly Mercy Hospital)
06.2021 - 09.2022

Rehabilitaion-Registered Nursing Assistant

Mercy Hospital/Essentia Health
02.2020 - 06.2021

Bartender/Liquor Store Clerk

Cromwell Liquor Store & Municipal
06.2019 - Current

Volunteer Firefighter & EMT

Cromwell Wright Fire District
04.2013 - Current

Med/Sug/OR/Ob- Registered Nursing Assistant

Mercy Hospital
09.2010 - 02.2020

Registered Nursing Assistant

Mercy Health Care Center
08.2004 - 09.2010

No Degree - Billing & Coding

Rasmussen University

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