Heidi Clavette
Elma
Summary
As a valuable member of your company, I will pay close attention to detail and exhibit exemplary service. I possess professional healthcare knowledge with a robust background in patient access services, delivering efficient and compassionate support. Known for fostering collaborative environment and achieving consistent results. Expertise in patient registration, insurance verification, electronic medical record systems, and problem-solving, with a reliable and adaptable approach.
Overview
11
11
years of professional experience
Work History
Patient Access Specialist
Summit Pacific Medical Center
Elma, WA
09.2023 - Current
- Facilitate patient registration processes to ensure accurate and timely data entry.
- Manage insurance verification, ensuring compliance with company policies and procedures.
- Training of new staff on patient access protocols workflows fostering a collaborative team environment.
- Lead initiatives to optimize the use of electronic health record systems such as My Chart, and Epic for enhanced accuracy in data management.
- Develop training materials for ongoing staff development, promoting best practices in patient access operations.
- Maintain patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Handle sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Verify insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Identify insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Participate in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Daily operation of multi-line telephone system to answer, and route incoming calls, and managing high call volumes while maintaining a professional demeanor, ensuring accurate communication of information.
- Utilize critical thinking skills to determine the patient's needs, and how to appropriately and promptly assist them.
- Process incoming and outgoing mail..
- Conduct patient registration interviews to ensure accurate patient information.
- Perform billing and copay collections for patient financial responsibilities and calculate appropriate monetary discounts.
- Respond to patient inquiries via My Chart, phone call, in person, and via mail.
- Register patients for laboratory services, diagnostic imaging, emergency services, as well as specialty appointments.
- Verify patient referrals and provide patients with referral contact information when necessary.
- Other daily duties include, but are not limited to completing daily work queues, processing patient requests, requesting and directing refills to the correct provider, notating patient concerns and complaints in the chart system, relaying provider messages and recommendations to patients, completing provider in basket requests to schedule patients for specific medical concerns on specific dates.
Customer Relationship Representative
1st Security Bank
Aberdeen, WA
09.2022 - 09.2023
- Actively listen and assist customers with their needs and concerns.
- Developed and maintained strong relationships with clients to foster loyalty and retention.
- Create and manage loan payoffs.
- Process customer payments and determine billing and interest amounts.
- Assisted customers in navigating company products, services, and website for a seamless experience.
- Improved overall team performance through active participation in peer coaching sessions, sharing insights gained from challenging situations faced during work hours.
- Maintenance of debit cards and credit cards; placing restrictions, travel notices, new card orders, credit application processing, etc.
- Monitored and replied to customer email inquiries.
- Constant communication with teammates and other personnel to ensure the smooth operation of multiple departments.
- Must pay close attention to detail to ensure accounts and transfers are completed accurately and apply preventative measures to ensure no breaches of confidential information occur.
- Daily operation of multi-line telephone system to answer, and route incoming calls.
- Reduced call handling time without compromising service quality through effective multitasking and utilizing company resources efficiently.
- Requires constant training, computer software/navigation skills, close observation of tasks, and the ability to adapt and grow as the position is ever changing.
In Home Care Aid
CDWA
Hoquiam, WA
09.2021 - 09.2023
- Provided personalized care and assistance to clients, enhancing daily living activities and overall well-being.
- Developed and maintained strong relationships with clients, fostering trust and effective communication.
- Assisted clients with medication management, ensuring adherence to prescribed schedules and safety protocols.
- Implemented individualized care plans, adapting services to meet unique client needs and preferences.
- Collaborated with healthcare professionals to coordinate comprehensive support services for clients. I.e. scheduling medical appointments, and coordinating in home services such as occupational therapy
- Monitored client progress and reported changes in condition to appropriate stakeholders, ensuring timely interventions.
- Provided emotional support for clients, engaging in meaningful conversations to build trust and rapport.
- Maintained detailed documentation of client progress, updating care plans as necessary based on observed changes or new information from healthcare providers.
- Enhanced communication between interdisciplinary team members through accurate reporting of observations related to a client''s physical and emotional wellbeing.
- Demonstrated adaptability in adjusting care approaches to meet the unique needs of each client, resulting in improved overall satisfaction.
- Assisted clients with meal preparation, paying close attention to dietary restrictions and personal preferences for improved nutrition.
- Safeguarded client privacy by adhering strictly to HIPAA regulations throughout all interactions and documentation processes within each case handled.
- Supported clients in maintaining their independence by assisting with mobility and transfers using proper techniques.
- Facilitated client transportation to medical appointments, social events, or errands while ensuring their safety at all times.
- Enhanced clients'' daily living experience by performing tasks such as bathing, dressing, and grooming assistance.
- Implemented fall prevention strategies within the home environment, minimizing risk factors for accidents or injuries among clients.
- Developed strong relationships with family members, providing updates on the client''s status and addressing any concerns they may have had about their loved one''s care.
- Constant training regarding health hazards, first aid, bloodborne pathogens, and CPR.
- Process/assist clients with outgoing and incoming mail.
- Completed basic shopping needs, and cash transactions for clients.
Intermediate Teller
Timberland Bank
Aberdeen, WA
09.2021 - 09.2022
- Greeted customers regularly in a pleasant, professional fashion, using their names when able.
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Effectively opened the branch and performed all clear inspections to ensure the safety of employees and customers.
- Assisted customers with account inquiries, providing exceptional service and resolving issues promptly.
- Maintained compliance with banking regulations and internal policies to uphold operational integrity.
- Trained new tellers on procedures, fostering a collaborative team environment and enhancing service delivery.
- Analyzed customer needs to recommend appropriate banking products, contributing to customer retention efforts.
- Monitored daily cash flow and reconciled discrepancies, ensuring financial accuracy and accountability within operations.
- Process customer payments and determine billing amounts.
- Daily tasks included vault opening, atm inspection, branch cleanings, opening and processing of night drop deposits, intake of large business deposits, customer information and address updates, scanning of account documents for retention, safety deposit box access, regular balancing of cash drawers and vaults.
In Home Care Aid
Catholic Community Services
Aberdeen, WA
08.2017 - 09.2021
- Collaborated with healthcare professionals to coordinate comprehensive support services for clients. I.e. scheduling medical appointments, and coordinating in home services such as occupational therapy
- Monitored client progress and reported changes in condition to appropriate stakeholders, ensuring timely interventions.
- Provided emotional support for clients, engaging in meaningful conversations to build trust and rapport.
- Maintained detailed documentation of client progress, updating care plans as necessary based on observed changes or new information from healthcare providers.
- Enhanced communication between interdisciplinary team members through accurate reporting of observations related to a client''s physical and emotional wellbeing.
- Demonstrated adaptability in adjusting care approaches to meet the unique needs of each client, resulting in improved overall satisfaction.
- Assisted clients with meal preparation, paying close attention to dietary restrictions and personal preferences for improved nutrition.
- Safeguarded client privacy by adhering strictly to HIPAA regulations throughout all interactions and documentation processes within each case handled.
- Supported clients in maintaining their independence by assisting with mobility and transfers using proper techniques.
- Facilitated client transportation to medical appointments, social events, or errands while ensuring their safety at all times.
- Enhanced clients'' daily living experience by performing tasks such as bathing, dressing, and grooming assistance.
- Implemented fall prevention strategies within the home environment, minimizing risk factors for accidents or injuries among clients.
- Developed strong relationships with family members, providing updates on the client''s status and addressing any concerns they may have had about their loved one''s care.
- Constant training regarding health hazards, first aid, bloodborne pathogens, and CPR.
- Process/assist clients with outgoing and incoming mail.
- Completed basic shopping needs, and cash transactions for clients.
Frozen Yogurt Shop Worker
Polar Berry
Aberdeen, WA
06.2016 - 08.2017
- Maintained cleanliness and organization of work areas, adhering to health and safety standards.
- Operated frozen yogurt machines and equipment, performing routine maintenance as needed.
- Assisted in inventory management, tracking supplies and restocking as necessary to meet demand.
- Trained new employees on product offerings, customer service techniques, and operational procedures.
- Improved efficiency of shift changes by consistently completing thorough end-of-shift reports detailing sales figures and relevant issues.
- Boosted sales by upselling toppings, promoting limited-time offers, and suggesting popular flavor combinations.
- Operated cash register accurately, ensuring correct change was given to customers while maintaining a balanced drawer.
- Provided exceptional customer service, addressing concerns and answering questions with patience and professionalism.
- Assisted manager with administrative tasks such as scheduling shifts or placing supply orders when needed.
- Greeted incoming customers and provided reliable, friendly customer service.
Restaurant Server and Hostess
Gepetto's Italian Restaurant
Montesano, WA
06.2015 - 12.2016
- Delivered exceptional customer service, enhancing guest satisfaction and retention.
- Managed dining room operations, ensuring timely service and efficient table turnover.
- Trained new staff on menu offerings, service standards, and restaurant policies.
- Collaborated with kitchen staff to ensure accurate order delivery and special requests.
- Cultivated warm relationships with regular customers.
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Contributed to team success by assisting fellow servers during peak hours, ensuring smooth operations.
- Managed cash transactions accurately with attention to detail, minimizing discrepancies in daily reports.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Elevated the guest experience by anticipating their needs proactively throughout their visit.
- Demonstrated knowledge of menu offerings, including ingredients and preparation methods to address customer inquiries effectively.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Checked guests' identification before serving alcoholic beverages.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
Education
General Studies
Grays Harbor Community College
Aberdeen, WAHigh School Diploma -
Ocosta Jr/Sr High School
Westport, WASkills
- Clear communication
- Payment processing
- Service excellence
- Insurance billing
- HIPAA compliance
- Front desk operations
- Electronic Medical Records-EPIC
- Multitasking and organization
- Conflict resolution
- Registration and admissions
- Quality assurance
Timeline
Patient Access Specialist
Summit Pacific Medical Center
09.2023 - Current
Customer Relationship Representative
1st Security Bank
09.2022 - 09.2023
In Home Care Aid
CDWA
09.2021 - 09.2023
Intermediate Teller
Timberland Bank
09.2021 - 09.2022
In Home Care Aid
Catholic Community Services
08.2017 - 09.2021
Frozen Yogurt Shop Worker
Polar Berry
06.2016 - 08.2017
Restaurant Server and Hostess
Gepetto's Italian Restaurant
06.2015 - 12.2016
General Studies
Grays Harbor Community College
High School Diploma -
Ocosta Jr/Sr High School