JESSIE HINKS
Denver,PA
Summary
Results-driven professional with expertise in medical administrative support and customer service. Proven track record in managing customer inquiries, enhancing service quality, and optimizing operational workflows. Strong communication and problem-solving skills contribute to high customer satisfaction and effective team collaboration. Previous roles led to measurable improvements in service levels and team efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Contact Center Specialist
Penn Medicine Lancaster General Health
01.2019 - Current
- Answering phones in a call center scheduling outpatient studies
- Scheduling physician appointments
Patient Services Representative
Welsh Mountain Health Center
09.2017 - 10.2018
- Answered multi-line phone system
- Scheduled patient appointments
- Check in of patients, verifying demographics and insurance information
- Check out of patients, scheduling appointments from referral orders
Medical Receptionist
Dermasurgery Center PC
10.2016 - 09.2017
- Answered multi-line phone system
- Scheduled and cancelled upcoming appointments
- Pulled and filed charts as needed for weekly schedule
- Checked in patients, verified demographic and insurance information
Medical Receptionist
Family Dermatology of PA
11.2014 - 08.2016
- Answered multi-line phone system
- Scheduled upcoming appointments and made reminder phone calls
- Received medical records release forms and processed them within given guidelines
- Facilitated check in and checkout of patients daily for caseload of up to 80 patients per shift
- Collected co pays and past due balances
- Ran end of day report to make sure payments posted and payments collected were
- Input demographics and insurance information into system
Maintenance
MGS Incorporated
05.2014 - 11.2014
- Janitorial Staff
- Cleaned break rooms/bathrooms/all offices
Biscuit Production
Pepperidge Farm
05.2011 - 12.2011
- Packaged cookies on the line
- Sorted cookies to be placed in bags for the company store
- Washed and dried cookie tins
Medical Receptionist
AO Orthopedics
06.2010 - 08.2010
- Answered multi-line phone system
- Input demographics and verified insurance information
- Relayed messages to the appropriate doctor or physician’s assistant
- Obtained prior authorization for procedures
- Facilitated check in and checkout of patients daily for caseload of up to 40 patients per shift
Medical Receptionist
Family Dermatology of PA
04.2010 - 06.2010
- Answered multi-line phone system
- Collected co pays for doctors’ visits
- Pulled and filed paper charts according to the daily/weekly schedule
- Input billing and coding information for the end of the day report
- Scheduled upcoming appointments and made reminder phone calls
Medical Receptionist
Family Dermatology of PA
02.2008 - 11.2008
- Answered multi-line phone system
- Collected co pays for doctors’ visits
- Pulled and filed paper charts according to the daily/weekly schedule
- Input billing and coding information for the end of the day report
- Scheduled upcoming appointments and made reminder phone calls
Education
Bachelor of Science - Healthcare Management
Southern New Hampshire University
Manchester, NH05.2017
Associate in Specialized Business Degree - Medical Assistant Sciences
Berks Technical Institute
Wyomissing, PA12.2008
Skills
- Administrative support and healthcare operations
- Medical terminology and patient relations
- Data and records management
- Appointment scheduling and patient registration
- Insurance verification and call handling
- Multi-line phone management
- EMR proficiency and Epic expertise
- Team collaboration and effective communication
- Problem solving and conflict resolution
- Attention to detail and quality assurance
- Customer service and support strategies
- Interpersonal skills and calm disposition
- Information gathering and system documentation
- Time management and script adherence
Certification
- CPC – Apprentice, AAPC, 05/25
- CPB, AAPC, 10/25
Awards
- Member of The National Society of Leadership and Success, Sigma Alpha Pi, 09/14
- Spring 2014 School of Arts and Sciences Dean’s List, Spring 2014
- Fall 2013 President’s List, Fall 2013
- Summer 2013 School of Arts and Sciences Dean’s List, Summer 2013
- Director’s Award, 07/08-09/08
- Student of the Month Award, 03/08
- Director’s Award, 01/08-03/08
- Honors Award, 01/08-03/08
- Honors Award, 10/07-12/07
- Honors Award, 07/07-09/07
- Director’s Award, 04/07-07/07
- Director’s Award, 01/07-03/07
Personal Information
Willing To Relocate: 1
Timeline
Contact Center Specialist
Penn Medicine Lancaster General Health
01.2019 - Current
Patient Services Representative
Welsh Mountain Health Center
09.2017 - 10.2018
Medical Receptionist
Dermasurgery Center PC
10.2016 - 09.2017
Medical Receptionist
Family Dermatology of PA
11.2014 - 08.2016
Maintenance
MGS Incorporated
05.2014 - 11.2014
Biscuit Production
Pepperidge Farm
05.2011 - 12.2011
Medical Receptionist
AO Orthopedics
06.2010 - 08.2010
Medical Receptionist
Family Dermatology of PA
04.2010 - 06.2010
Medical Receptionist
Family Dermatology of PA
02.2008 - 11.2008
Bachelor of Science - Healthcare Management
Southern New Hampshire University
Associate in Specialized Business Degree - Medical Assistant Sciences
Berks Technical Institute