JAN PATER
TOOELE,UT
Summary
Versatile Branch Leader offers Employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with 10 years of experience overseeing day-to-day operations of branch. Committed to finding creative ways to motivate employees to exceed customer service and sales goals while maintaining a personal relationship with not only referrals but patients as well. Enthusiastic Branch Coordinator experienced in leading branch staff to exceed sales goals while delivering excellent customer service. Highly detail-oriented, proactive and diligent.
Overview
28
28
years of professional experience
Work History
Branch Coordinator
Apria Healthcare
MIDVALE, UT
09.2022 - Current
- Responsible for supporting daily administrative operations of the local office and delivering customer service though effective communication, problem solving, and face to face interactions.
- Answer incoming patient and referral source calls received at the local branch related to new orders, and ongoing patient service needs such as troubleshooting, order status, and other general inquiries.
- Complete outbound calls to patient and referral sources regarding order receipt confirmation, documentation requirements, insurance benefits, patient scheduling, order status, and patient Wellness calls.
- Review incoming faxed orders and determine action to be taken.
- Collaborate with back-office qualifications teams to facilitate timely processing of orders.
- Partners with Sales team to obtain complete and accurate documentation based on payer and other regulatory requirements.
- Greets and supports walk in customers.
- Collect payment and billing information as needed.
- Perform other duties as required.
Customer Qualifications
Apria Healthcare
Salt Lake City, UT
12.2013 - 09.2022
- Reviewed new patient orders and documentation submitted by referral sources in order to obtain required documentation and clinical requirements of individual health insurance plans. allowing our patients to maximize their available health plan benefits and to receive the much needed care as soon as possible.
- Accurately processes orders, returns, or incorrect orders by working through complex systems and processes.
- Contacted insurance providers to verify insurance information and obtain billing authorizations by either calling or utilizing electronic platforms.
- Added current information to accounts, including demographics, personal and payment details.
- Accurately and concisely documented notes in patient files in adherence with HIPAA regulations.
- Reviewed and interpreted insurance benefits and applied to patient accounts.
- Maintained confidentiality on all patient record data.
- Knowledge of ICD 10 codes,
- Knowledge of CMS guidelines to accurately ensure the patient needs as well as company needs are being maintined always.
Eligibility Specialist
Mountain West Medical Center
Tooele, UT
08.2012 - 12.2013
- Assist with application process of Federal, State, and Local programs such as Medicaid, Undocumented Aliens, and Social Security, as well as Navigating and completing applications from the Marketplace.
- Monitor accounts to ensure patient payments are received and applied to patient accounts.
- Report work in progress, addressing any backlogs, and providing a course of resolution to the Site Manager.
- Comply with hospital policy and procedures and pertinent laws or regulations.
- Observe professional ethics in maintaining confidential information acquired concerning the personal, financial, medical, or employment status of patients and their families.
- Follow accepted safety practices for patients and hospital.
- Report Safety hazards and initiate appropriate action, and participate in safety instructional programs.
Admitting Registrar
Mountain West Medical Center
Tooele, UT
02.2012 - 08.2012
- Completed patient admission by reviewing accounts for completeness and accuracy.
- Gathered accurate patient demographic information, inputting insurance information, and assigning guarantor accounts.
- Communicated with patients in a confidential professional manner using tact, empathy, and diplomacy.
- Notified patients and their families of co-pays, deductibles, and co-insurance as appropriate and collected co payments.
- Answered telephones by screening and directing patients to the appropriate person.
- Maintained professional demeanor in stressful and difficult situations.
Executive Account Manager
Continental Airlines
Salt Lake City, UT
10.2011 - 02.2012
- Manage direct relationships with top 1 % of Continental's clientele; providing above -and beyond service.
- Initial contact with high-end customers assisting them with new and modifying existing travel plans.
- Skilled at creating both domestic and international travel including very complex itineraries that required multi - carrier travel arrangements.
- Coordinate and partner with airport representatives and concierges to anticipate and prepare for potential flight interruption needs; including hotel accomodations, ground transportation, and meals.
- Empowered to make critical decisions quickly and provide compensation appropriate to the situation.
Support Specialist
Continental Airlines
Salt Lake City, UT
03.1998 - 10.2010
- Assisted and supported reservation agents with technical, navigational, and procedural system challenges.
- Trained, motivated and educated Continental employees on the sales strategy and knowledge of policies, practices, and customer service.
- Acted in a supervisory role in Customer service situations.
- Negotiated positive resolutions and outcomes to agent and passenger deficiences.
Customer Support Specialist
Continental Airlines
SALT LAKE CITY, UT
May04 - 01.2010
- Online customer service support for passengers booking and utilizing the Continental.com website, including booking reservations, and help navigate their needs so passengers were comfortable with booking on their own.
- Resolved customer service issues and disruptions by using approved empowerment, and by seeking out win-win solutions for the company and the customer.
- Ensured all aspects of Continental's Go Forward plan were utilized to create positive customer service and revenue outcomes.
Trainer
Continental Airlines
Salt Lake City, UT
06.1997 - 03.1998
- Assisted and taught reservation agents in new hire training, International and reward reservations.
- Trained Continental Airlines own empowerment class of Excellence, which gave agents the ability to be familiar with outstanding customer service, along with the ability to learn how to build rapport with the customer.
- Monitored phone calls and assisted with personal evaluations on new agents in ensuring that the information learned was portrayed in a professional and courteous manner.
Reservations Agent
Continental Airlines
Salt Lake City, UT
04.1996 - 06.1996
- Provided booking and reservation services to customers, Including reserving airline tickets, rental cars and hotel accomodations.
- worked diligently to provide outstanding customer service over the phone, always ensuring the passenger could hear a smile in my tone and would leave the conversation feeling as though their needs were taken care of and addressed.
- Represented Continental Airlines in a professional and positive light.
Education
College of Massage Therapy
Salt Lake City02-1994
High School Diploma -
Tooele High School
Tooele, UT06-1991
Skills
- Sales Development
- Coaching and Mentoring
- Account Review
- Maintaining stellar efficiency in ensuring my job duties are completed accurately the first time
- Knowledge of CMS guidelines to ensure not only the patient, but the company is protected and what rules are to be followed by Medicare
Timeline
Branch Coordinator
Apria Healthcare
09.2022 - Current
Customer Qualifications
Apria Healthcare
12.2013 - 09.2022
Eligibility Specialist
Mountain West Medical Center
08.2012 - 12.2013
Admitting Registrar
Mountain West Medical Center
02.2012 - 08.2012
Executive Account Manager
Continental Airlines
10.2011 - 02.2012
Support Specialist
Continental Airlines
03.1998 - 10.2010
Trainer
Continental Airlines
06.1997 - 03.1998
Reservations Agent
Continental Airlines
04.1996 - 06.1996
Customer Support Specialist
Continental Airlines
May04 - 01.2010
College of Massage Therapy
High School Diploma -
Tooele High School
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