Julie Blackwell
Willis,MI
Summary
Dedicated healthcare professional skilled in optimizing patient scheduling and communication channels. Achieved high levels of patient satisfaction by training staff on HIPAA standards and effective interaction techniques. Proven track record in resolving patient concerns and maintaining confidentiality to support healthcare objectives.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Senior Call Center Representative
University of Michigan
Ann Arbor, Michigan
03.2022 - Current
- Resolved inquiries, issues, and complaints from callers via telephone, email, and chat, ensuring a positive customer experience.
- Handled escalated patient care concerns to preserve satisfaction and maintain long-term patient relationships.
- Taught agents successful strategies for positively influencing patient/caller experiences, maintaining control of call flow and de-escalating conflicts.
- Trained new agents on call center protocols and patient care standards, enhancing team readiness and service quality.
- Properly direct inbound calls in the phone queue to improve call flow. Schedule/reschedule and cancel appointments.
- Screened and prioritized high volume of internal and external communications, including email, Teams chats, Secure Messages via Epic, and In Basket.
- Send out emails and call encounters to the appropriate staff and providers' pools all while following HIPAA guidelines.
- Updated customer accounts, addresses and contact information within call management databases.
Administrative Assistant
Michigan Medicine University of Michigan
Ann Arbor, Michigan
11.2019 - 03.2021
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Coordinated travel arrangements for staff and faculty members seamlessly.
- Assisted in preparing reports and presentations for administrative reviews.
- Composed letters, memos, reports, emails, and presentations for management staff.
- Processed invoices for payment using accounting software applications.
- Managed and organized mailings, ensuring timely delivery and proper handling of packages. including sorting mail, preparing packages for shipping via courier service or postal service.
Call Center Patient Representative
University of Michigan
Ann Arbor, Michigan
10.2016 - 03.2019
- Handled high volume of incoming calls, delivering compassionate support to patients and families.
- Managed high-volume calls, ensuring patient needs were addressed with professionalism and empathy.
- Coordinated communication between patients and medical staff to enhance understanding and care.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Assisted in maintaining electronic health records for patient data accuracy.
- Scheduled follow-up appointments for patients based on physician recommendations.
- Trained new staff on office protocols and patient interaction techniques smoothly.
Lead Medical Records Agent
University of Michigan
Ann Arbor, Michigan
04.2015 - 10.2016
- Processed patient medical record requests, facilitating timely access to critical health information.
- Reviewed and processed requests for release of patient information in accordance with HIPAA regulations.
- Ensured compliance with HIPAA regulations and privacy standards.
- Maintained confidentiality of all patient records in accordance with HIPAA guidelines.
- Verified accuracy of documents released to maintain compliance and uphold patient trust.
- Clarified information requests with healthcare providers, improving accuracy and completeness of patient data.
- Compiled, organized and scanned medical records into the Electronic Medical Record system.
- Trained new staff on release of information procedures, ensuring adherence to compliance standards.
- Retrieved patient records from the filing system to ensure timely access for healthcare providers. from the filing system. and transferred information to appropriate parties.
Private Nanny
Personal Friend
Westland, Michigan
08.2010 - 01.2015
- Engaged with the child through physical play and conversation to foster communication skills and emotional bonding.
- Established, maintained and monitored a safe play environment for the child.
- Guided the child through personal care routines, enhancing independence in potty training and feeding.
- Organized daily activities and educational games to stimulate the child's physical, emotional and social growth.
- Prepared nutritious meals and snacks to support the child's health and development.
School Bus Driver
Lincoln Consolidated School District
Ypsilanti, Michigan
09.2003 - 06.2010
- Safely operated school bus for daily student transportation.
- Planned and executed designated routes for efficient student transportation while adhering to traffic and safety regulations.
- Monitored student behavior and enforced safety protocols to maintain a safe and respectful environment during transport.
- Communicated effectively with students, parents, and school staff to provide timely updates and address concerns.
- Assisted students with disabilities during boarding and disembarking from the bus.
- Conducted pre-trip inspections and mechanical checks to verify safety and reliability of bus operation.
- Maintained bus cleanliness, inspected for mechanical problems, and reported any issues to supervisor.
- Utilized navigation equipment to accurately follow routes. and two-way radio while remaining focused on safety.
- Inspected vehicle tires, brakes, windshield wipers, lights and fluids to verify safe operation.
Education
Admin Assist
Washtenaw Community College
Ann Arbor, MI01-2018
GED -
Washtenaw Community College
Ann Arbor, MI01-2005
Some College (No Degree) - Business Management
Washtenaw Community College
Ann Arbor, MISkills
- Patient service
- Patient communication
- Patient scheduling
- Referral coordination
- Epic charting
- Electronic health records
- Medical records management
- Hipaa compliance
- Medical terminology
- Healthcare navigation
- Multi-channel communication
- Phone and email etiquette
- Microsoft proficiency
- Training and mentoring
- Team training
- Attention to detail
Certification
- Business Management Certification
Accomplishments
- Making A Difference Awards
- Leader/Senior of the Year
Timeline
Senior Call Center Representative
University of Michigan
03.2022 - Current
Administrative Assistant
Michigan Medicine University of Michigan
11.2019 - 03.2021
Call Center Patient Representative
University of Michigan
10.2016 - 03.2019
Lead Medical Records Agent
University of Michigan
04.2015 - 10.2016
Private Nanny
Personal Friend
08.2010 - 01.2015
School Bus Driver
Lincoln Consolidated School District
09.2003 - 06.2010
Admin Assist
Washtenaw Community College
GED -
Washtenaw Community College
Some College (No Degree) - Business Management
Washtenaw Community College