Juanita Q. Williams
Milwaukee,WI
Summary
Compassionate Patient Access Representative well-versed in performing diverse administrative functions for patient care with active listening and problem-solving skills. Positive and upbeat team player with good communication and time management abilities. Demonstrated extreme attention to detail with accuracy and accountability.
Overview
17
17
years of professional experience
Work History
Patient Access Representative/ Operator
Froedtert Health
Milwaukee, WI
12.2014 - Current
- Greeted patients and visitors in a courteous and professional manner.
- Facilitated communication between patients, staff members, and other facilities.
- Accurately document patients medical chart and initiated follow-up actions with Triage RN's and Doctors on call.
- Answered incoming calls and provided information regarding hospital and clinic services.
- Maintained patient confidentiality in accordance with HIPAA regulations.
- Updated patient demographics in Epic Data system for patient accuracy.
- Perform activation codes ie. Cardiac Cath, Stoke Team, and Neuro IR and more.
- Assisted with training new employees on hospital policies and protocols related to patient access service department.
- Facilitated communication between departments within the hospital when necessary such as paging other physician's and hospital Administration.
- Assisted with rescheduling outpatient appointments.
- Created new patient accounts in Epic data system as needed.
- Actively participated in team meetings and training sessions as needed
Benefits Specialist
WageWorks
Mequon, WI
09.2012 - 12.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Researched and resolved employee inquiries regarding benefits programs.
- Maintained records of employee participation in various benefits programs.
- Assisted with customer requests and answered questions to improve satisfaction.
- Monitored open enrollments to ensure accuracy of employee selections and that deadlines were met.
- Adhered to HIPAA regulations when handling confidential patient information.
- Responded promptly to inquiries from current or prospective participants regarding benefits programs or services offered through the company's plans.
- Coordinated benefits processing, including enrollments, terminations and claims.
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to flexible Spending, Heath Saving ,Transit and Dependent care accounts.
Customer Care Representative
Waste Management
FroedtertMenomonee Falls, WI
05.2007 - 08.2012
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Processed orders accurately and efficiently according to established procedures.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Developed working relationships with team members across multiple departments.
- Maintained strong call control and quickly worked through to address problems in a timely manner.
- Engaged actively with callers, confirming or clarifying information and actively listening to defuse any complaints to the best of ability.
Education
High School Diploma -
Bay View High School
Milwaukee, WI06.1995
Skills
- Multitasking and Organization
- Registration and Admissions
- Insurance Verification
- Customer Service
- Problem-Solving
- Appointment Scheduling
- Phone and Email Etiquette
- Electric Medical Record Updating
- Medical Terminology
- Product Upselling
- Data Entry
- Customer Relationship Management
- Epic CRM System
- HIPAA Compliance
- Appointment Confirmation
- Client Relationship Management
- Proficient in Microsoft Words, Outlook and Excel
- Documentation and Reporting
- Resolving Issues
Timeline
Patient Access Representative/ Operator
Froedtert Health
12.2014 - Current
Benefits Specialist
WageWorks
09.2012 - 12.2014
Customer Care Representative
Waste Management
05.2007 - 08.2012
High School Diploma -
Bay View High School