Summary
Overview
Work History
Education
Skills
References
Timeline
AdministrativeAssistant

Heidi Dodge

Chandler,AZ

Summary

Dynamic professional with a robust background in healthcare and finance, including a pivotal role at Banner Health. Excelled in compassionate patient care and meticulous data analysis, enhancing customer relations and operational efficiency. Demonstrated expertise in HIPAA compliance and computer systems, contributing to a significant improvement in patient satisfaction and workflow optimization.

Overview

26
26
years of professional experience

Work History

Registration Scheduler

HonorHealth
09.2024 - Current
  • Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
  • Prepared and processed patient referrals and transfer requests.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Reduced errors in patient data entry by implementing a more thorough verification process.
  • Enhanced communication with patients through timely follow-ups and reminders.
  • Ensured compliance with HIPAA regulations, maintaining strict confidentiality of sensitive patient information at all times.
  • Improved appointment management for better patient experience and reduced wait times.
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
  • Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
  • Followed up with patients to reschedule missed appointments.
  • Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
  • Coordinated with other departments to facilitate seamless operation and excellent patient care.
  • Registered and verified patient records before triage with most up-to-date information.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
  • Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Resolved conflicts in scheduling or resource allocation quickly and professionally, minimizing disruptions to daily operations.
  • Maintained accurate records of patient demographics, insurance information, and medical history in electronic health systems.
  • Contributed to a positive work environment through effective communication and teamwork among administrative staff members.
  • Facilitated smooth communication between patients and healthcare providers, addressing inquiries or concerns related to appointments.
  • Enhanced patient satisfaction with timely and accurate appointment confirmations and reminders.
  • Maintained accurate patient records for proper tracking of patient history and treatment.
  • Improved office efficiency, coordinating appointments and rescheduling requests promptly.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Coordinated with insurance companies to verify coverage and obtain necessary authorizations for medical procedures.
  • Collaborated with clinical staff to ensure appropriate allocation of time for various types of appointments and procedures.
  • Processed medical insurance claims and payments.
  • Assisted with medical coding and billing tasks.
  • Assisted with front desk tasks such as check-ins and check-outs, contributing to a seamless patient experience.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Streamlined appointment scheduling by implementing an efficient online booking system.
  • Received and routed laboratory results to correct clinical staff members.
  • Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
  • Increased patient retention, providing exceptional customer service during appointment scheduling interactions.
  • Conducted patient intake interviews, recording and documenting relevant information.
  • Reduced patient wait times by effectively managing schedules for multiple healthcare providers.
  • Developed a centralized database for easy access to patient records, streamlining administrative tasks for the entire clinic staff.
  • Assisted in the development of a user-friendly online appointment system for increased efficiency and convenience.
  • Provided exceptional customer service while handling difficult situations or resolving conflicts that arose during the scheduling process.
  • Implemented an updated telephone system to enhance communication capabilities both within the office and externally with patients.
  • Contributed to practice growth by identifying opportunities for expanding services or improving existing offerings based on observed patterns in scheduling demands.
  • Streamlined patient registration by implementing efficient scheduling procedures.
  • Facilitated collaboration between medical teams through proper coordination of appointment scheduling.
  • Maintained high levels of patient satisfaction by addressing concerns promptly and professionally.
  • Ensured smooth clinic operations, coordinating with various departments for efficient patient flow.
  • Partnered with other schedulers to create an efficient team dynamic, leading to improved overall performance.
  • Optimized resource allocation by analyzing peak hours and adjusting staff schedules accordingly.
  • Increased accuracy of insurance information by establishing strong relationships with insurance providers.
  • Maximized healthcare provider availability, managing schedules to minimize downtime between appointments.

Oncology Scheduler

Banner Health
07.2024 - Current
  • MD Anderson Oncology Phoenix - Check in, schedule, reschedule, address provider schedule changes, monitor scheduling pools
  • Patient calls, teamwork, learning opportunities

Customer Advocate Specialist II

University of Utah Health
09.2022 - 06.2024
  • Company Overview: Men's Health, Women's Health / All Specialty Departments and Units
  • Answering incoming calls related to health care needs
  • Triage patients in emergent or urgent situations
  • Assist patients with scheduling and registration
  • Advise of upcoming appointments or needs associated with appointment or surgery
  • Assist with clinical relations with patients
  • Referral review and scheduling
  • Symptoms need review and matching with correct provider for diagnosis
  • Answer questions related to appointments, procedures, surgery, and labs
  • Answer questions related to providers, services offered, and miscellaneous information
  • Outbound calls as needed
  • Helping more than 200 patients daily
  • Insurance review and verification
  • HIPPA policies
  • Gender Health Group including care for women, men, and transgender patients
  • Help build client relations with university and offer additional services to ensure the best customer experience
  • Assist in training for new employees
  • I am currently training to support additional departments
  • Men's Health, Women's Health / All Specialty Departments and Units

Mortgage Loan Officer

Canopy Mortgage
04.2022 - 10.2023
  • Meet with and assist clients regarding purchase and / or refinance transactions
  • Analyze financial situations and assign loan programs to meet the needs of clients
  • Analyze credit reports and assist with credit repair
  • Gather and review required documentation for accuracy and completeness
  • Verify all documentation
  • Submit for underwriter decision
  • Complete all conditions for closing and funding of file
  • Review with clients and set up closing
  • Audit file
  • Close and fund transactions
  • Customer retention and marketing
  • Temporary: I transferred my mortgage license here to keep it active while moving back to the health care industry

Warehouse and Service Specialist

Costco
05.2022 - 08.2022
  • Provide top notch customer service in a quick and efficient manner
  • Kitchen duties following recipes and preparing meals, packaging, labeling, and stocking shelves
  • Unloading crates and assisting in department supply
  • Clean, sanitize and organize the kitchen and freezer rooms
  • Assist customers with their needs
  • Part-time, temporary job

Processor Coordinator and Disclosure Specialist

Security National Mortgage Company
07.2020 - 03.2022
  • Support the needs of loan officers, underwriters, and management
  • Assist in the preparation of regularly scheduled reports and update key performance indicators for management review
  • Review business, financial, and legal documentation for accuracy prior to sending loan disclosure packets to all parties
  • Adjust loan files as needed and re-disclose to stay compliant with federal and state regulations
  • Stay up to date on all lending programs, guidelines, and forms
  • Complete verifications and place orders
  • Work hand in hand with insurance providers and title companies
  • Follow up on orders and needed documentation for files
  • Complete conditions for funding files
  • Track monthly numbers and report at month end
  • Laid off due to reduction in workflow

Supervisor and Swim Instructor

SwimKids Utah
01.2019 - 06.2020
  • Complete observations and assessments
  • Provide feedback to co-workers and management
  • Assist with special training sessions
  • Handle difficult customers and resolve issues
  • Training for all new employees and current employees
  • Supervise all swimming lessons and teachers
  • Manage the daily flow of teachers and swimmers
  • Exceptional customer service
  • Teach and instruct children of all ages and abilities
  • Encourage children to learn, grow, and be proud of their accomplishments
  • Design programs and goals for each student with timelines and expectations
  • Customer retention and follow-up
  • Assist with office operations and scheduling
  • Maintain pool area and building cleanliness
  • Company closure due to COVID-19 pandemic

Retail Sales and Customer Service Representative

Eddie Bauer
10.2018 - 01.2019
  • Greeting and assisting customers
  • Provide product information and featured items
  • Conduct online search and order process
  • Cross sell products
  • Ensure shelves are stocked
  • Manage returns and exchanges
  • Inform customers of discounts and unique offers
  • Fill and ship orders to customers
  • Stay up to date with new products and services
  • Seasonal

Swim Instructor and Supervisor

Utah Aquatics Academy
10.2018 - 01.2019
  • Be knowledgeable of aquatics programs and instruction methods
  • Use techniques to interact with and instruct children of all ages
  • Teach swimming techniques and strokes to students with varying abilities
  • Interact with parents regarding their child's progress and needs
  • Manage scheduling and payments for lessons
  • Maintain excellent customer service to new and existing customers

Gardener

Self-employed
02.2018 - 09.2018
  • Install landscapes and seasonal designs
  • Produce diverse designs and layouts
  • Give advice and guidance to property owners on all matters relating to gardening
  • Monitor the health of all plants and spaces
  • Trimming trees and shrubs, weeding gardens, maintaining walkways
  • Provide service schedule and billing around client's needs

Production Assistant

New American Funding
03.2017 - 09.2018
  • Provide administrative support to Loan Officers
  • Research and report on properties, businesses, and outlooks
  • Assist with Loan Officer duties to allow for more efficient production

Junior Loan Processor

Axiom Financial, PHH Home Loans
07.2016 - 03.2017
  • Accept incoming information from potential clients and begin processing information to determine eligibility for ability to purchase and / or refinance a property
  • Research property and order legal documentation for review
  • Provide verifications for all items listed in program guidelines
  • Maintain working knowledge of housing types and program availability
  • Follow up with any missing information needed
  • Laid off due to company acquisition

Front End Associate

Costco
07.2015 - 05.2016
  • Provide individualized attention to customers
  • Address inquiries and concerns
  • Support with the handling and management of payments in the store
  • Provide answers to questions about products and services
  • Review membership and savings
  • Making sure purchases are accurate
  • Assist customers with taking purchased items to their vehicles when desired

Call Center Member Services Specialist

Health Equity
03.2015 - 07.2015
  • Receiving a high volume of calls while maintaining a fabulous quality of service
  • Answering incoming calls from customers who need assistance with their health savings accounts
  • Knowledge of reimbursement accounts and guidelines
  • Following procedures to assist clients with reimbursement or distribution of funds
  • Listening to customer concerns and solving problems
  • Address issues and escalate when necessary
  • Knowledge of health savings accounts, tax and savings benefits

Student Support Specialist, Financial Aid and Records

Western Governors University
07.2014 - 03.2015
  • Assisting students with financial aid applications and meeting conditions of loan
  • Assistance with payments and bursar
  • Retention of records
  • Learning resources direction
  • Tech support for students in need
  • Guidance usage of university classes

Mortgage Loan Processor

SecurityNational Mortgage
01.2013 - 12.2013
  • Review all information gathered from clients
  • Verify financial status and eligibility
  • Ensure accuracy and completeness of all information
  • Process application for approval with underwriter
  • Understand rules and regulations of mortgage lending
  • Use of terminology of detection of fraud
  • Adhere to guidelines set forth by the Federal Housing Administration and Veterans Association
  • Send finished documents to the title company
  • Handle last minute corrections
  • Follow up and meet any conditions for funding

Mortgage Loan Officer and Junior Processor

Axiom Financial
01.2012 - 01.2013
  • Gather information for loan applicants
  • Evaluate credit histories
  • Collect data from clients
  • Research and correct mistakes in applications
  • Review file for missing documentation or erroneous information
  • Meeting loan application deadlines
  • Assisting loan officers with requests and tasks
  • Laid off due to merger

Scheduling and Customer Care Associate

Intermountain HealthCare
01.2011 - 01.2012
  • Manage all office functions including booking appointments, placing orders, and researching patient files
  • Review insurance plans and payments
  • Address accounts needing payment
  • Submit insurance claims
  • Collect payments
  • File, scan, and organize documents
  • Adhere to HIPPA policies

Mortgage Loan Officer

SecurityNational Mortgage
03.2007 - 11.2011
  • Meet with and assist clients regarding purchase and / or refinance transactions
  • Analyze financial situations and assign loan programs to meet the needs of clients
  • Analyze credit reports and assist with credit repair
  • Gather and review required documentation for accuracy and completeness
  • Verify all documentation
  • Submit for underwriter decision
  • Complete all conditions for closing and funding of file
  • Review with clients and set up closing
  • Audit file
  • Close and fund transactions
  • Customer retention and marketing
  • Knowledge and training in all loan programs including Conventional, Alt-A, FHA, VA, Utah Housing, USDA

Health Care Assistant and Health Unit Coordinator

St. Marks Hospital - Women's Center / Newborn Intensive Care Unit
07.2000 - 11.2007
  • Assist in routine care of patients of mother and newborn
  • Relay patient concerns to nurses
  • Take vital signs and medical measurements
  • Collect specimens and test samples
  • Follow orders from doctors and assist when needed
  • Manage the front desk regarding visitors and policies
  • Work closely with the admitting department to handle new patients and doctor's orders
  • Order emergency tests with radiology and lab
  • Complete chart set up for new and existing patients
  • Assist with discharging patients
  • Help charge nurses with all duties assigned
  • Medical terminology is used frequently

Certified Nurse Assistant and Health Unit Coordinator

University of Utah Hospital - Maternal Newborn
02.1999 - 07.2000
  • Assist in routine care of patients of mother and newborn
  • Relay patient concerns to nurses
  • Take vital signs and medical measurements
  • Collect specimens and test samples
  • Complete hearing tests on infants
  • Manage the front desk regarding visitors and policies
  • Work closely with the admissions department to handle new patients and doctors' orders
  • Order emergency tests with radiology and lab
  • Complete chart set up for new and existing patients
  • Assist with discharging patients
  • Help charge nurses with all duties assigned
  • Knowledge of medical terminology

Education

Real Estate and Mortgage lending -

Stringham Real Estate & Praedo Online Continuing Education
SLC, UT
01.2022

Certified Nurse Assistant, Health Unit Coordinator, CPR, BLS, First Aid, Food Handlers Permit - Nursing school prerequisites

Various Schools
SLC, UT
01.2017

Nursing -

Ameritech College
Draper, UT
01.2012

General Ed -

Salt Lake Community College
SLC, UT
01.2000

High School Diploma -

Brighton High School
Cottonwood Heights, UT
01.1999

Skills

  • Compassionate Customer Service
  • Customer Relations
  • Detail Oriented
  • Strong Written and Verbal Communication
  • Typing and Computer Proficiency
  • Account Management
  • Computer Systems
  • Scheduling
  • Registration
  • Verifications
  • Insurance
  • Confidentiality
  • Referral and Records Data Analysis
  • Research and Review Data
  • Compassionate Patient Care
  • Quality Service
  • Health Care Systems and Processes
  • HIPAA
  • Research and Review Medical Records

References

  • Micu Humes, Supervisor, University of Utah Health, 801-428-9413
  • Additional references available upon request

Timeline

Registration Scheduler

HonorHealth
09.2024 - Current

Oncology Scheduler

Banner Health
07.2024 - Current

Customer Advocate Specialist II

University of Utah Health
09.2022 - 06.2024

Warehouse and Service Specialist

Costco
05.2022 - 08.2022

Mortgage Loan Officer

Canopy Mortgage
04.2022 - 10.2023

Processor Coordinator and Disclosure Specialist

Security National Mortgage Company
07.2020 - 03.2022

Supervisor and Swim Instructor

SwimKids Utah
01.2019 - 06.2020

Retail Sales and Customer Service Representative

Eddie Bauer
10.2018 - 01.2019

Swim Instructor and Supervisor

Utah Aquatics Academy
10.2018 - 01.2019

Gardener

Self-employed
02.2018 - 09.2018

Production Assistant

New American Funding
03.2017 - 09.2018

Junior Loan Processor

Axiom Financial, PHH Home Loans
07.2016 - 03.2017

Front End Associate

Costco
07.2015 - 05.2016

Call Center Member Services Specialist

Health Equity
03.2015 - 07.2015

Student Support Specialist, Financial Aid and Records

Western Governors University
07.2014 - 03.2015

Mortgage Loan Processor

SecurityNational Mortgage
01.2013 - 12.2013

Mortgage Loan Officer and Junior Processor

Axiom Financial
01.2012 - 01.2013

Scheduling and Customer Care Associate

Intermountain HealthCare
01.2011 - 01.2012

Mortgage Loan Officer

SecurityNational Mortgage
03.2007 - 11.2011

Health Care Assistant and Health Unit Coordinator

St. Marks Hospital - Women's Center / Newborn Intensive Care Unit
07.2000 - 11.2007

Certified Nurse Assistant and Health Unit Coordinator

University of Utah Hospital - Maternal Newborn
02.1999 - 07.2000

Real Estate and Mortgage lending -

Stringham Real Estate & Praedo Online Continuing Education

Certified Nurse Assistant, Health Unit Coordinator, CPR, BLS, First Aid, Food Handlers Permit - Nursing school prerequisites

Various Schools

Nursing -

Ameritech College

General Ed -

Salt Lake Community College

High School Diploma -

Brighton High School

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