Heidi Mele
West Des Moines,IA
Summary
Adept at enhancing patient experiences and streamlining clinic operations, I leveraged my medical terminology knowledge and exceptional follow-up skills at The Iowa Clinic to significantly improve patient satisfaction. My proactive approach and ability to maintain patient confidentiality have been pivotal in fostering trust and efficiency in fast-paced environments.
Overview
26
26
years of professional experience
Work History
Patient Experience Representative
The Iowa Clinic
02.2024 - Current
- Maintained clean and safe environment to promote patient safety and comfort.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Facilitated communication between patients and various departments and staff.
- Greeted and assisted patients with check-in procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Responded to inquiries by directing calls to appropriate personnel.
- Verified patient insurance eligibility and entered patient information into system.
- Engaged with patients to provide critical information.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
Advanced Medical Support Assitant
Des Moines VA
02.2023 - 02.2024
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Verified and updated clinical records.
- Maintained and obtained medical records.
- Scheduled appointments for patients at the VA.
- Interviewed patients to verify and update clinical and demographic records.
- Used [Software] to maintain and record patient data and generate reports.
- Mailed patient appointment letters.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Taught patients about medications, procedures, and care plan instructions.
Patient Experience Representative
The Iowa Clinic - Cardiovascular
02.2008 - 02.2023
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Followed document protocols to safeguard confidentiality of patient records.
- Resolved customer complaints using established follow-up procedures.
- Greeted and assisted patients with check-in procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided excellent customer service to patients and medical staff.
Customer Service Representative
Iowa Heart Center
01.2006 - 02.2008
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Answered phones
- Scheduling appointments
- Checking patients in and out
- Collecting payments
Patient Experience Representative
The Iowa Clinic - Medical Imaging
10.2002 - 01.2006
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Responded to inquiries by directing calls to appropriate personnel.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Organized patient records and database to facilitate information storage and retrieval.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Reinsurance Assistant, Billing and Eligibility
Wellmark First Administrators
11.1998 - 10.2002
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Skilled at working independently and collaboratively in a team environment.
- Gained extensive knowledge in data entry, analysis and reporting.
Education
No Degree - Liberal Arts And General Studies
DMACC
Ankeny, IASkills
- Medical terminology knowledge
- Data entry proficiency
- Insurance Verification
- Follow-up skills
- Telephone skills
- Patient confidentiality
- Appointment Scheduling
- Patient Education
- Patient Services
Timeline
Patient Experience Representative
The Iowa Clinic
02.2024 - Current
Advanced Medical Support Assitant
Des Moines VA
02.2023 - 02.2024
Patient Experience Representative
The Iowa Clinic - Cardiovascular
02.2008 - 02.2023
Customer Service Representative
Iowa Heart Center
01.2006 - 02.2008
Patient Experience Representative
The Iowa Clinic - Medical Imaging
10.2002 - 01.2006
Reinsurance Assistant, Billing and Eligibility
Wellmark First Administrators
11.1998 - 10.2002
No Degree - Liberal Arts And General Studies
DMACC
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