Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Elana McGhee

Tulsa,OK

Summary

Healthcare professional ready to contribute to patient service excellence. Proven experience in managing patient interactions and resolving issues effectively. Collaborative team player with focus on achieving results and adapting to changing needs. Skilled in communication and problem-solving, valued for reliability and flexibility.

Overview

12
12
years of professional experience

Work History

Sr Patient Services Representative (HYBRID)

OU Health Physicians
05.2023 - Current
  • Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
  • Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
  • Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
  • Used EPIC systems to schedule 30-50 appointments a day.
  • Coordinated referrals to specialists when necessary, ensuring seamless continuation of care for patients with complex needs.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Resolved customer complaints using established follow-up procedures.
  • Provided excellent customer service to patients and medical staff.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Helped address client complaints through timely corrective actions and appropriate referrals. Processing between 30-50 referrals a day.

PSE Sales & Service/Distribution Associate & PSE Mail Processing Clerk

USPS
10.2021 - 02.2023
  • Greeted and interacted with customers, scanned and retrieved packages, express packages/mailed certified letters, provided needed equipment for large volume of packages from customers, and provided a good customer experience
  • Boosted customer satisfaction by ensuring timely and accurate order fulfillment and delivery.
  • Handled, processed and collected customers postage due and returns of products and services
  • Prioritized and rearranged tasks to meet changing demands.
  • Tracked missing packages for customers and retrieved mail when it’s held at post office due to broken mailboxes
  • Maintained the appearance of lobby by setting up and arranging displays that are presentable to customers
  • Prolonged standing while interacting with customers
  • Ensured all necessary support equipment and materials were organized for sorting
  • Provided services at public window for non-financial transactions
  • Lifted and carried moderate to heavy mail and packages and prolonged standing
  • Prepared and dispatched all mail at close of business day, put up carriers’ keys, and all noticed mail, completed Red Room duties
  • Assisted at various post office stations, when needed
  • Maintained quality service by following policies and procedures and reported needed changes
  • Contributed to team effort by accomplishing related results as needed
  • Adapted well to continuous changes
  • Handled day-to-day shipping and receiving overseeing more than 1,000 packages per day and over 2,000 packages on Amazon Sundays.

Customer Care Advocate II (REMOTE)

HCSC (BCBS/OK)
04.2013 - 10.2021
  • Researched complex issues across multiple databases and worked with support resources to resolve customer issues and/or partner with others to resolve escalated issues
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Intervened with care providers (doctor's offices) on behalf of the customer to assist with pre-authorizations, referrals or searched for in network specialists
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
  • Met the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure. Taken over 1,100 calls in one month.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

Some College (No Degree) - Business Administration/Accounting

Robert Morris College
Chicago, IL

Diploma - Ministry Programs

Rhema Bible Training College
Broken Arrow, OK
05.2009

Skills

  • Insurance verification
  • Customer service
  • Appointment scheduling
  • Patient confidentiality
  • Healthcare
  • Medical terminology
  • Customer follow-up
  • Computer skills
  • Verbal and written communication
  • Phone and email etiquette
  • Referral coordination
  • Administrative and office support

Interests

  • Offering time and support to shelters for the homeless, women, and animals
  • Getting involved in local advocacy groups to promote positive change in the community
  • Volunteer Work
  • Homelessness Outreach
  • Participating in fundraising events to support local charities, schools, or community projects

Timeline

Sr Patient Services Representative (HYBRID)

OU Health Physicians
05.2023 - Current

PSE Sales & Service/Distribution Associate & PSE Mail Processing Clerk

USPS
10.2021 - 02.2023

Customer Care Advocate II (REMOTE)

HCSC (BCBS/OK)
04.2013 - 10.2021

Diploma - Ministry Programs

Rhema Bible Training College

Some College (No Degree) - Business Administration/Accounting

Robert Morris College

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Elana McGhee