India A. Redmond
Aubrey,TX
Summary
Excelled in communication, empathy, and problem-solving to elevate patient satisfaction and support overarching healthcare objectives.
Overview
10
10
years of professional experience
Work History
Patient Experience Coordinator
Athletico Physical Therapy
McKinney, Texas
02.2025 - Current
- Generated reports on patient experiences, identifying trends to enhance customer service delivery.
- Managed front desk operations including patient scheduling and insurance checks
- Advised front-line staff on handling challenging situations involving patients or their families.
- Coached employees on effective responses to difficult customer interactions, improving overall patient satisfaction.
- Fostered a calm and welcoming atmosphere during busy periods by actively engaging with patients and staff.
Patient Service Specialist II
Baylor Scott & White Health
Frisco, Texas
07.2024 - 02.2025
- Facilitated patient check-in and registration, improving patient experience by streamlining processes.
- Coordinated appointment scheduling for multiple healthcare providers, maximizing resource utilization.
- Managed patient inquiries and resolved concerns promptly, enhancing patient satisfaction.
- Verified patient coverage prior to appointment scheduling.
- Collected co-pays at time of visit according to office policy.
- Facilitated patient check-ins, ensuring accurate data entry and efficient appointment scheduling.
Medical Office Specialist II
HCA Healthcare Inc.
Plano, Texas
08.2016 - 06.2024
- Checked in patients, verified insurance, and collected co-pays to ensure smooth patient flow.
- Oversaw front desk operations, facilitating patient intake and insurance verification while maintaining accurate data entry.
- Managed multi-line phone system and scheduled appointments.
- Processed referrals and prior authorizations for specialty services.
- Managed patient records and ensured compliance with privacy regulations.
Education
Associates Degree - Business
Judson University
Elgin, IL06.2020
Associate of Arts - Communications
Collin County Community College
Frisco, TX06.2018
High School Diploma -
Lone Star High School
Frisco, TX06.2016
Skills
- Achieved efficient patient check-in and check-out processes to reduce wait times
- Optimized appointment scheduling to increase patient throughput
- Secured accurate insurance verification and referrals to minimize claim denials
- Streamlined payment processing to enhance financial operations
- Enhanced EMR systems utilization for improved patient care documentation
- Maintained strict HIPAA compliance to safeguard patient information
- Resolved conflicts swiftly to maintain a harmonious work environment
- Elevated customer service standards to improve patient engagement
- Exhibited exemplary phone etiquette to elevate communication standards
- Contributed to team support efforts that strengthened collaboration
Awards
- Most 5-Star Patient Reviews
- Outstanding Employee Award
Languages
English
Timeline
Patient Experience Coordinator
Athletico Physical Therapy
02.2025 - Current
Patient Service Specialist II
Baylor Scott & White Health
07.2024 - 02.2025
Medical Office Specialist II
HCA Healthcare Inc.
08.2016 - 06.2024
Associates Degree - Business
Judson University
Associate of Arts - Communications
Collin County Community College
High School Diploma -
Lone Star High School