Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lesley Hoedebeck

Summary

Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dependable, serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Senior HR professional with proven track record in talent management, employee relations, and strategic HR initiatives. Known for fostering collaborative work environments, driving organizational growth, and adapting seamlessly to evolving business needs. Adept at conflict resolution, policy development, and workforce planning, with strong emphasis on achieving measurable results. Reliable and flexible, consistently supporting team objectives and company goals.

Overview

17
17
years of professional experience

Work History

Senior Human Resorces Representative

Choctaw Nation Casino
04.2024 - Current
  • Facilitated conflict resolution processes, fostering a positive workplace culture and enhancing employee relations.
  • Analyzed HR metrics to identify trends, driving data-informed decisions for strategic planning and resource allocation.
  • Managed performance evaluation systems, ensuring consistency and alignment with company objectives.
  • Oversaw benefits administration, optimizing employee offerings to enhance retention and satisfaction rates.
  • Collaborated with leadership to design and implement diversity and inclusion initiatives across the organization.
  • Designed comprehensive onboarding programs for new hires, ensuring smooth integration into the company culture.
  • Facilitated open communication between employees and management by organizing regular town hall meetings, addressing concerns proactively.
  • Managed complex employee relations issues, fostering a positive work environment and high employee morale.
  • Administered benefits programs effectively, ensuring employees received accurate information about their options and enrollment procedures.
  • Collaborated with cross-functional teams to align HR strategies with overall business objectives.
  • Improved employee satisfaction by implementing effective HR policies and initiatives.
  • Developed and maintained accurate employee records, ensuring prompt retrieval of information for reporting purposes or internal audits.
  • Conducted thorough investigations into workplace complaints, resolving conflicts professionally and promptly.
  • Ensured compliance with federal, state, and local employment laws by staying current on regulations and updating policies accordingly.
  • Streamlined HR processes by automating manual tasks, resulting in increased efficiency and reduced errors.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
  • Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
  • Collaborated with managers to identify and address employee relations issues.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Planned, monitored and appraised employee work results by training managers to coach and discipline employees.

Patient Access Representative 1

Choctaw Regional Medical Center
06.2021 - Current
  • Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
  • Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
  • Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
  • Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
  • Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
  • Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
  • Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
  • Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • Trained new staff on hospital processes and procedures.
  • Verified patient insurance eligibility and entered patient information into system.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Provided excellent customer service to patients and medical staff.
  • Greeted and assisted patients with check-in procedures.
  • Facilitated communication between patients and various departments and staff.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Engaged with patients to provide critical information.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Resolved customer complaints using established follow-up procedures.
  • Delivered support to medical staff in completion of patient paperwork.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Recommended service improvements to minimize recurring patient issues and complaints.

Manager on Duty

Medstation LLC
06.2019 - 04.2020
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Trained employees in essential job functions.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Achieved results by working with staff to meet established targets.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Solicited customer feedback to identify and improve on areas of weakness.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Developed detailed plans based on broad guidance and direction.

Mortgage Loan Officer Assistant

Vision Bank
03.2018 - 04.2019
  • Set up files using loan officer checklist and submitted on-time for processing.
  • Maintained referral pipeline by reaching out regularly to real estate agents, referral partners, and past clients.
  • Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
  • Assisted with timely loan closing and funding activities with efficient management of task checklists.
  • Documented borrower's information in loan processing system and resolved any discrepancies.
  • Managed event planning and execution for business-centered gatherings.
  • Prepared professional business correspondence on behalf of loan officer to obtain information and facilitate processing steps.
  • Worked with Loan Officer to create application profile in system and review key information at various stages within process.
  • Monitored key dates to obtain information by deadlines.
  • Assembled important paperwork and disclosures for borrower.
  • Communicated with customers daily to request information and complete paperwork.
  • Answered inquiries and provided superior customer service to clients.
  • Liaised with clients to guide through loan closing process and skillfully handle any concerns.
  • Cultivated productive relationships with clients, realtors, and title/escrow officers to increase profits and expand customer base.
  • Assisted in resolving customer complaints, following procedures to find mutually beneficial solutions.
  • Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
  • Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered.
  • Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
  • Reviewed and validated details of loan applications and closing documentation.
  • Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
  • Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
  • Verified credit histories, personal references and employment backgrounds for each applicant.
  • Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
  • Consulted with outside vendors to identify and resolve loan closing issues.
  • Set up, stored and updated customer files, department records and regulatory paperwork.
  • Corroborated on-time payments and meeting of loan terms by assessing customer accounts.

Assistant Teacher

Choctaw Nation
05.2017 - 10.2017
  • Increased student engagement by incorporating hands-on activities and group projects into the curriculum.
  • Enhanced students'' critical thinking skills through problem-solving exercises and open-ended questions.
  • Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
  • Collaborated with colleagues to develop cross-curricular lessons, promoting interdisciplinary learning among students.
  • Established positive relationships with parents through effective communication, fostering parental involvement in their children''s education.
  • Developed strong rapport with students by demonstrating genuine care for their well-being and academic success.
  • Participated in professional development opportunities, staying informed of best practices for teaching strategies and educational technologies.
  • Supported students in developing social skills through structured activities and positive reinforcement techniques.
  • Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Supported student physical, mental, and social development using classroom games and activities.
  • Worked with teachers to design lesson plans and coordinate activities for classes.
  • Supervised recess, lunch and daily student intake and dismissal.
  • Completed daily reports, meal count sheets, and attendance logs.
  • Assisted in implementation of new learning tools, systems and materials.
  • Worked with teacher and administrators to enforce school policies and procedures.
  • Developed and implemented classroom routines to address varying student needs.
  • Fostered student curiosity and interest through creative hands-on activities.
  • Boosted cultural awareness by incorporating children's literature from world cultures.

Assistant Manager

Petsense
05.2016 - 02.2017
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Created employee schedules to align coverage with forecasted demands.
  • Monitored security to protect employees, customers and property.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Developed detailed plans based on broad guidance and direction.

Blackjack Dealer

Choctaw Casino & Resort - Durant
05.2008 - 03.2016
  • Enhanced customer experiences by providing exceptional service and maintaining a professional demeanor at the blackjack table.
  • Ensured game integrity by strictly adhering to gaming regulations and casino policies for accurate dealing and payouts.
  • Increased game speed and efficiency with proficient shuffling, cutting, and card handling techniques.
  • Managed player disputes and resolved issues in a timely manner, fostering a positive gaming atmosphere.
  • Maintained smooth gameplay by effectively communicating with other dealers, floor supervisors, and pit managers.
  • Assisted in player retention through friendly interaction, encouraging repeat visits to the casino.
  • Supported dealer team members by sharing knowledge of game strategies and best practices for optimal performance.
  • Improved game flow with consistent attention to detail when dealing cards, paying bets, or collecting losses from players.
  • Provided an enjoyable gaming experience for patrons through clear communication of game rules and procedures.
  • Recognized potential security risks promptly, notifying appropriate personnel to maintain a safe environment for all guests.
  • Increased customer satisfaction ratings through attentive service that catered to individual preferences regarding gameplay style or betting habits.
  • Demonstrated flexibility in scheduling availability to accommodate peak periods or special events within the casino.
  • Maintained rules for games and identified instances of cheating, notifying security team.
  • Controlled equipment such as roulette wheels to run games.
  • Dealt cards and compared hands to determine winners of games such as blackjack.
  • Prepared players to join games by explaining rules and exchanging money for chips.
  • Welcomed customers and established immediate rapport to encourage gameplay.
  • Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
  • Handled and shuffled cards and playing pieces to maintain game integrity.
  • Assisted players with placing bets, educating on game rules to increase understanding.
  • Managed chips and money transactions with attention to detail to prevent fraud.
  • Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
  • Inspected table games and equipment to confirm proper function.
  • Monitored players behavior, taking appropriate action against rule violations.
  • Kept gaming areas clean and organized to maintain safe and secure environment.
  • Answered players questions and resolved disputes to provide excellent customer service.
  • Monitored game for potential security risk to protect operation and players.
  • Enforced game rules to maintain fair paly and avoid disputes.
  • Learned and followed company procedures to maintain consistency and standards.
  • Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
  • Handled cash out and buy in transactions each night.
  • Inspected, shuffled and delivered cards to guests in play at gaming table.
  • Dealt cards and winnings to customers.
  • Communicated with winners and losers about processes.
  • Contributed to a positive work environment by maintaining open communication and fostering productive relationships with colleagues.
  • Participated in regular meetings with floor supervisors to discuss performance and areas for improvement.

Education

Associate of Science - Biology

Southeastern Oklahoma State University
Durant, OK

Skills

  • Customer Service
  • Registration Management
  • Financial Procedures Adherence
  • Patient Education
  • Patient Check-In
  • Quality Assurance
  • Registration and Admissions
  • Appointment Scheduling
  • Multitasking and Organization
  • Problem-Solving
  • Phone and Email Etiquette
  • Flexible Schedule
  • System Updating
  • Information Collection
  • Relationship Building
  • Process Improvement
  • Call Screening
  • Formularies
  • Statistical Data Management
  • Team Collaboration
  • Money Handling
  • Team Leadership
  • Patient Registration
  • Medical Terminology
  • Regulatory Compliance
  • Time Management
  • Decision Making
  • Adaptability
  • Active Listening
  • Patient Advocacy
  • Attention to Detail
  • Organizational Skills
  • Telephone Etiquette
  • Professionalism
  • Problem Solving
  • Computer Proficiency
  • Critical Thinking
  • Resourcefulness
  • Office Equipment Operation
  • Conflict Resolution
  • Strong Empathy
  • Multitasking
  • Excellent Communication
  • Healthcare Systems Navigation
  • Interpersonal Skills
  • Explaining Policy and Procedures
  • Calm and Effective Under Pressure
  • Knowledge of Community Services and Programs
  • Patient Confidentiality and Data Security
  • Building Rapport and Credibility
  • Resolving Problems
  • Documenting and Recording Information
  • Complaint Investigation
  • Database Search and Data Entry Skills
  • Invoice Verification
  • Multi-Line Telephone Systems
  • Records Management
  • Technical Troubleshooting
  • Reliability and Dedication
  • Patient Documentation
  • Word Processing
  • Clerical and Filing Support
  • Data Collection
  • Punctual and Hardworking
  • HR policies and procedures
  • Onboarding processes
  • Job descriptions
  • Employee relations
  • Exit interviews
  • Background checks
  • Internal communications
  • Employee surveys
  • Retention strategies
  • HRIS management
  • Employee engagement
  • Customer relations
  • Training and mentoring
  • Team building
  • Employee onboarding
  • Staff management
  • Complex Problem-solving
  • Microsoft Office Suite
  • Risk management
  • Confidential document control
  • Employee retention
  • Onboarding and orientation
  • Personnel engagement
  • HR information systems
  • Manager coaching and training
  • Grievance handling and redressal
  • Time and labor control
  • Recruiting support
  • HR services
  • Willingness to learn
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Affirmative action
  • Policies implementation

Timeline

Senior Human Resorces Representative

Choctaw Nation Casino
04.2024 - Current

Patient Access Representative 1

Choctaw Regional Medical Center
06.2021 - Current

Manager on Duty

Medstation LLC
06.2019 - 04.2020

Mortgage Loan Officer Assistant

Vision Bank
03.2018 - 04.2019

Assistant Teacher

Choctaw Nation
05.2017 - 10.2017

Assistant Manager

Petsense
05.2016 - 02.2017

Blackjack Dealer

Choctaw Casino & Resort - Durant
05.2008 - 03.2016

Associate of Science - Biology

Southeastern Oklahoma State University

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Lesley Hoedebeck