Jessica Banhart
Pearland
Summary
Results-driven professional with expertise in quality control and process improvement. Proven ability to enhance team productivity and streamline operations in healthcare settings.
Overview
10
10
years of professional experience
Work History
Patient Business Services Coordinator
Memorial Hermann Health System
Houston, Tx
12.2024 - Current
- Facilitated teamwork among more than 20 staff members to ensure timely scheduling of patient appointments for the hospital-based clinics.
- Ensured efficient scheduling of patients through effective communication with physicians.
- Managed communication between hospital based clinics and scheduling team to support project initiatives and streamline processes.
- Developed and maintained documentation for workflows, ensuring compliance with organizational standards.
- Implemented process improvements that increased team productivity and reduced error.
- Facilitated training sessions for new team members, increasing onboarding speed and knowledge retention.
- Served as a liaison between various hospital based clinics to ensure seamless flow of scheduling, and efficient collaboration within the organization.
- Facilitated enhanced communication between hospital-based clinic leadership and scheduling team leadership through regular meetings and progress reports.
- Organized department events such as monthly celebrations, team-building exercises, contributing to positive workplace culture.
- Generated and analyzed monthly reports to drive team performance and accountability.
Quality Assurance Specialist
Memorial Hermann Health Systems
Houston, TX
08.2022 - 12.2024
- Organized and led monthly meetings and calibration sessions aimed at evaluating team performance and enhancing customer service outcomes.
- Cultivated a positive working culture and enhanced engagement through effective onboarding of ambulatory call center agents.
- Directed employee focus group efforts aimed at enhancing communication and collaboration within diversity teams to retain top talent.
- Designed comprehensive training materials aimed at enhancing employee skills and promoting ongoing professional development.
- Conducted thorough evaluations of regular calls to maintain a 5% quality control rate, ensuring alignment with outlined policies and procedures.
- Delivered targeted coaching and constructive feedback to 200+ staff and leadership to enhance performance on KPIs and quality assurance initiatives.
- Serve as a subject matter expert and go-to person for internal and external questions on quality control topics.
- Investigate and submit information about special incidents, events, and complaints.
- Responsible for auditing calls for patient access representative agents totaling 200-250 agents.
- Created a comprehensive quality assurance strategy that effectively decreased high-impact errors by 25% in the first three months.
- Headed the contact center customer experience project to improve the customer experience and provide contact center employees with on-demand customer experience MHU eLearning modules.
Patient Access Representative II
Memorial Herman Health System
Houston, TX
07.2021 - 08.2022
- Cultivated strong relationships with diverse stakeholders through effective communication to enhance collaboration on healthcare services.
- Optimized internal workflows by overseeing health care records and daily transaction paperwork with complete accuracy and strict adherence to established procedures.
- Verified and revised patients' demographic and financial data in electronic medical records to enhance coordinated care delivery.
- Assisted patients with scheduling appointments, enhancing overall patient experience and satisfaction.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Pharmacy Technician
Amber Pharmacy
Houston, Tx
02.2017 - 07.2021
- Processed prescription orders accurately and efficiently, ensuring timely medication delivery to patients.
- Managed inventory levels, conducting regular stock checks to prevent shortages and maintain optimal supply.
- Assisted pharmacists in adhering to safety protocols and regulatory standards.
- Managed incoming phone calls, providing timely responses to inquiries from customers and healthcare providers.
- Engaged with prescribers to confirm medication dosages, secure refill authorizations, and ensure accurate patient information.
- Managed documentation processes by entering prescription and billing details to ensure comprehensive patient records.
- Communicated directly with doctors' offices via telephone, fax, and email.
Intake Coordinator/Customer Support Specialist
Omni Plus Pharmacy
Houston,tx
04.2016 - 02.2017
- Performed front office responsibilities to ensure accurate data entry and management in a medical database environment.
- Coordinated patient intake processes to ensure timely medication delivery and accurate record maintenance.
- Facilitated communication between patients, healthcare providers, and pharmacy staff to streamline service operations.
- Managed insurance verification processes, resolving discrepancies to enhance patient satisfaction and efficiency.
- Trained new team members on intake procedures and software systems to improve onboarding effectiveness.
Education
High School Diploma -
J. Frank Dobie High School
Houston, TxBachelor of Science - Health Administration
University of Phoenix
Tempe, AZ06-2021
Skills
- Quality Control
- Process Improvement
- Risk Management
- Training & Development
- Data Analysis
- Business Operations
- Time management
- Team collaboration
- Project Management
- Workforce Improvements
Timeline
Patient Business Services Coordinator
Memorial Hermann Health System
12.2024 - Current
Quality Assurance Specialist
Memorial Hermann Health Systems
08.2022 - 12.2024
Patient Access Representative II
Memorial Herman Health System
07.2021 - 08.2022
Pharmacy Technician
Amber Pharmacy
02.2017 - 07.2021
Intake Coordinator/Customer Support Specialist
Omni Plus Pharmacy
04.2016 - 02.2017
High School Diploma -
J. Frank Dobie High School
Bachelor of Science - Health Administration
University of Phoenix