Holly Christensen
Ogden,UT
Summary
Lead Appointment Clerk with a 9.5-year background working in high call volume environments. Experienced in appointment scheduling, customer service and team leadership. Self-motivated and flexible to manage multiple projects with strict deadlines. Dependable Lead Appointment Clerk with well-developed clerical and appointment setting skills. Excellent computer proficiency and telephone etiquette. Adaptable, organized and calm in high-stress environments. Track record of appointment coordination and administrative support. Types 80 wpm with proficiency in multiple software programs. Personable, compassionate, empathetic and helpful with skill in building rapport with coworkers patients/customers.
Overview
34
34
years of professional experience
Work History
Lead Appointment Clerk
HPMG
11.2014 - 06.2023
- Responsible for daily scheduling of patients for 15+ medical providers at the 75th Med Group at Hill AFB
- For more than nine years, sole trainer of 25+ medical appointment clerks
- Responsibilities also included scanning, faxing, copying, keeping logs of cancellations and referrals, as well as referring patients to local emergency rooms and urgent care facilities
- Another responsibility was to attend monthly Access to Care meetings with Air Force command and disseminate information to appointment clerks, as well as tracking clerks’ hours, and staffing
- Proficient in CHCS, AHLTA , HAIMES, Genesis (Rev Cycle and Power Chart), along with Microsoft Office.
- Along with supervision and training provided, empathy and compassion was provided to our active duty members, veterans, retirees, and children and spouses of active duty patients in obtaining medical care.
- Answered approximately 50 to 110 calls per day regarding appointment requests, concerns and inquiries, along with continuous training of 4 appointment clerks.
Independent Contractor/Medical Transcriptionist
Transcription Companies United States
11.2000 - 08.2014
- Transcription of Internal Medicine, Family Practice, Orthopedic, GI, GU OB/GYN, Pediatrics Pulmonary, Psychiatric, Hospice, Acute Wound Care Clinic Notes, Op Notes, Reports, Urgent Care, Consults and Procedure Notes 40+ hours per week and within turn around time.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Recorded information using word processing, dictation and transcription software and equipment.
- Maintained security and privacy of records to protect patients and providers.
- Accurately documented medical dictation to record patient care records.
- Demonstrated excellent skills to understand diverse accents and dialects.
- Applied medical terminology related to provider-specific treatments and techniques.
- Maintained 98% accuracy rate for spelling and content.
Administrative Assistant/Unit Secretary
State Farm Homeowner's Insurance
04.1989 - 04.1994
- Secretary to 5 homeowners’ insurance adjusters
- Duties included transcription of depositions and investigative fire/homeowner reports, setting up of daily appointments and claims for insurance adjusters, logging and updating claims via computer, plus heavy phone/customer service work
- Used basic office equipment to fax, scan, transcribe and copy documents
- Assigned to a disaster team by Homeowners’ superintendent and flew to Dallas, TX to set up a temporary disaster unit where a wind and hail disaster had occurred, and also helped set up a temporary disaster unit in Draper, UT due to a wind disaster
- Temporary units were utiized to receive claims, and gave the secretaries the ability to manage and assign these claims to many adjusters who were flown to particular areas to assist policyholders during these local disasters.
- Assisted development and implementation of new administrative procedures.
- Assisted coworkers and staff members with special tasks on daily basis.
- Established administrative work procedures to track staff's daily tasks.
Education
Weber High School
Ogden, UTSkills
- Word Processing
- Attention to Detail
- Work Planning and Prioritization
- Critical Thinking
- Microsoft Office
- Professional Phone Etiquette
- High-Volume Call Reception
- Excellent Phone Demeanor
- High-Volume Call Environments
Accomplishments
- Supervised team of 4 staff members.
- Awarded the Air Force Gold Coin by Medical Group Commander for showing compassion and care for patients and leadership skills, completing training of staff with accuracy and efficiency.
Timeline
Lead Appointment Clerk
HPMG
11.2014 - 06.2023
Independent Contractor/Medical Transcriptionist
Transcription Companies United States
11.2000 - 08.2014
Administrative Assistant/Unit Secretary
State Farm Homeowner's Insurance
04.1989 - 04.1994
Weber High School
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