Summary
Overview
Work History
Education
Skills
Timeline
background-images

Ikesha Rippy

Barstow,CA

Summary

Experienced professional with over 10 years of customer service experience in inbound and outbound call center settings. Recognized for efficiency, productivity, and reliability, dedicated to helping organizations achieve their goals. Skilled in customer engagement, conflict resolution, communication, and critical thinking to ensure customer satisfaction and loyalty. Proven team player who adapts to changing needs, consistently delivering results through effective and empathetic service. Known for dependability and proactive approach in meeting customer and organizational objectives. Proficient in managing patient interactions and administrative tasks, using strong communication and problem-solving skills to improve patient satisfaction. Deep understanding of healthcare protocols and administrative procedures to streamline operations.

Overview

11
11
years of professional experience

Work History

Patient Service Representative

Loma Linda University Health Care
03.2020 - 01.2022
  • Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Used EPIC to schedule appointments.
  • Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
  • Assisted patients in filling out check-in and payment paperwork.
  • Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
  • Entered patient demographic and insurance data into the electronic medical record system.
  • Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
  • Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Provided excellent customer service to patients and medical staff.
  • Verified patient insurance eligibility and entered patient information into the system.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Greeted and assisted patients with check-in procedures.
  • Followed document protocols to safeguard the confidentiality of patient records.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Took copayments and compiled daily financial records.
  • Balanced deposits and credit card payments each day.

VA Patient Service Rep

Loma Linda University Health Care
02.2018 - 03.2020
  • Answering calls in an inbound call center
  • Ordering medication refills
  • Scheduling appointments
  • Sending messages to physicians and managers
  • Tracking medication shipments electronically
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Entered patient demographic and insurance data into the electronic medical record system.
  • Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
  • Built and maintained positive working relationships with patients and staff.
  • Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Answered incoming calls, scheduled appointments and filed medical records.

Administrative Office Clerk-Student Worker

Barstow Community College
11.2016 - 02.2018
  • Creating and updating student files
  • Filing electronic and paper charts
  • Assisting students with filling out financial and admissions applications
  • Daily mail drop-off and pick-up
  • Answering incoming calls and transferring misdirected calls to the department of the callers choice
  • Reviewing and filing Work Study applications
  • Recording messages for staff and management
  • Contributed to a positive work environment with strong interpersonal skills when interacting with colleagues at all levels within the organization.
  • Reduced errors in data entry and record-keeping by meticulously maintaining accurate electronic files and physical documentation.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

Caregiver

Visiting Angels
11.2016 - 12.2016
  • Light housekeeping
  • Prepared and served meals
  • Medication reminders
  • Provided companionship
  • Assisted with grooming, bathing and dressing
  • Lifting patients to assist with sitting, laying, and/or standing
  • Assisted patients with self-administered medications.
  • Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Recorded status and duties completed in logbooks for management.

Patient Service Associate

Mercy Medical Center
01.2011 - 01.2015
  • Answering a high volume of calls
  • Scheduling appointments, in person and by phone
  • Collecting copays for services rendered
  • Checking voice messaging system and forwarding messages to the medical staff
  • Creating and mailing out new patient packets
  • Copying, faxing, scanning, and mailing documents manually and electronically
  • Registration
  • Rooming patients

Education

Associate of Arts - Psychology

Barstow Community College
Barstow, CA
05-2025

High School Diploma -

Southwestern Senior High
Baltimore, MD
06-1995

Skills

  • Efficient typing at 55 WPM
  • Proficient in managing multiple tasks
  • Strong attention to detail
  • Effective time management
  • Effective email correspondence
  • Document organization
  • Customer support expertise
  • Enhancing client satisfaction
  • Effective communication
  • Document scanning
  • Proficient in computer applications
  • Enthusiastic demeanor
  • Effective complaint resolution
  • Insurance verification
  • HIPAA compliance
  • Customer service
  • Appointment scheduling
  • Patient confidentiality
  • Payment collection
  • Scheduling appointments
  • Patient greeting
  • Medical insurance
  • Data entry proficiency
  • Reception management
  • Bookkeeping support
  • Electronic health records
  • Punctual and hardworking
  • Healthcare industry
  • Patient follow-up
  • Check-in coordination
  • Phone and email etiquette

Timeline

Patient Service Representative

Loma Linda University Health Care
03.2020 - 01.2022

VA Patient Service Rep

Loma Linda University Health Care
02.2018 - 03.2020

Administrative Office Clerk-Student Worker

Barstow Community College
11.2016 - 02.2018

Caregiver

Visiting Angels
11.2016 - 12.2016

Patient Service Associate

Mercy Medical Center
01.2011 - 01.2015

Associate of Arts - Psychology

Barstow Community College

High School Diploma -

Southwestern Senior High

Similar Profiles

CREATE PROFILE
Ikesha Rippy