Lace Walker
Casa Grande,AZ
Summary
Proven in enhancing customer satisfaction and streamlining operations, my tenure at Banner Healthcare honed my complaint resolution and data entry skills. Specializing in patient coordination and insurance claims, I boosted case acceptance rates significantly. My calm demeanor and teamwork ethos consistently improved service delivery and patient engagement, demonstrating a results-driven approach with a keen focus on efficiency and customer care.
Overview
4
4
years of professional experience
Work History
Customer Experience Representative Phys Pract
Banner Healthcare
06.2023 - Current
- Performs registration/check-in processes, including but not limited to performing data entry activities, providing patients with appropriate information and intake forms, obtaining necessary signatures and generating population health summary. Assists front office in answering phones, taking messages, prescription refills, locating information and other related duties when necessary. Documents correspondence in the patient’s medical record. Updates demographic and insurance information in the practice management system.
- Receives physician’s orders and completes patient registration. Obtains necessary authorizations, pre-certifications and/or referrals. Works closely with the billing department to ensure accurate coding for all charges. Verifies insurance eligibility benefits for services rendered with the payors and documents appropriately. Assists in obtaining or validating pre-certification, referrals, and authorizations.
- Calculates and collects patient liability according to verification of insurance benefits and expected reimbursement. Explains and provides financial policies and available resources for alternative payment arrangements to patients and their families.
- Enters payments/charges for services rendered and performs daily payment/charge reconciliation in a timely and accurate manner. Balances cash drawer at the beginning and end of the day and prepares daily bank deposit with necessary paperwork sent to centralized billing for record purposes.
- Confirms patient appointments for the following day as necessary and ensures patients are properly prepared for visits. Assists in responding to requests for patient medical records according to company policies and procedures, and state and federal laws.
- Provides information and customer service to patients and patient families. Provides information and instructions to patients regarding clinic procedures and services.
- Performs general office duties such as distributing mail and fax information, ordering supplies, etc.
Dental Treatment Coordinator/Dental Insurance Coordinator
Oasis Oral And Facial Surgery
07.2021 - 12.2023
- Collaborated closely with dentists to develop customized treatment plans tailored specifically to each individual''s needs.
- Enhanced patient satisfaction by effectively managing treatment plans and addressing concerns.
- Assisted dentists in delivering optimal care through thorough documentation of patient histories and treatment progress.
- Improved patient retention by providing excellent customer service and establishing rapport with clients.
- Collaborated with insurance providers to ensure prompt claim processing for patients, resulting in improved cash flow for the practice.
- Streamlined dental office operations through efficient scheduling and coordinating appointments.
Treatment Coordinator
Sun Life Family Health Center
07.2022 - 05.2023
- Maintained detailed records of patient treatments, ensuring accurate billing and efficient followups.
- Increased case acceptance rates through persuasive presentation of treatment options and benefits.
- Explained treatment choices to patients and helped determine best options.
- Provided exceptional customer service to create a welcoming atmosphere for patients and their families.
- Performs necessary duties associated with checking patients in and out. Record treatment information in the patients chart. Schedule all future treatment planned for next appointment, and the amount of chair time, doctor time and assistant time needed.
- Organize and run daily morning huddle, reports on production results addresses and evaluate patient flow from previous day. Update staff on the status of the current days production goals and identify scheduling gaps
Dental Treatment Coordinator
Valley Endodontics And Oral Surgery
12.2021 - 03.2022
- Collaborated closely with dentists to develop customized treatment plans tailored specifically to each individual''s needs.
- Enhanced patient satisfaction by effectively managing treatment plans and addressing concerns.
- Assisted dentists in delivering optimal care through thorough documentation of patient histories and treatment progress.
- Increased case acceptance rates by presenting comprehensive treatment options and financial arrangements to patients.
- Organize and run daily morning huddle, reports on production results addresses and evaluate patient flow from previous day. Update staff on the status of the current days production goals and identify scheduling gaps
Escalated Complaints Specialist
Wells Fargo
10.2020 - 08.2021
- Enhanced customer satisfaction by efficiently resolving escalated complaints and providing appropriate solutions.
- Optimized case management systems to track progress more accurately while improving the efficiency of complaint resolution workflows.
- Managed high-stress situations calmly and professionally, reassuring customers that their concerns were being addressed promptly and effectively.
- Conducted root cause analysis of recurrent complaints, developing targeted strategies to prevent future occurrences.
- Communicate with other departments, managers, merchants, or vendors to resolve customers issues.
- Close approximately 10-15 cases per work week
- • Call center environment. Received between 15-20 calls inbound and made about 30 outbound calls a day
Education
Pharmacy Technician
Pima Medical Institute
Mesa, AZ05.2012
Skills
- Call center experience
- Appointment Scheduling
- Complaint Handling
- Complaint resolution
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Calm and Professional Under Pressure
- Data Entry
- Microsoft Office
- Medical terminology knowledge
- Billing Adjustments and Refunds
Timeline
Customer Experience Representative Phys Pract
Banner Healthcare
06.2023 - Current
Treatment Coordinator
Sun Life Family Health Center
07.2022 - 05.2023
Dental Treatment Coordinator
Valley Endodontics And Oral Surgery
12.2021 - 03.2022
Dental Treatment Coordinator/Dental Insurance Coordinator
Oasis Oral And Facial Surgery
07.2021 - 12.2023
Escalated Complaints Specialist
Wells Fargo
10.2020 - 08.2021
Pharmacy Technician
Pima Medical Institute