LISA WATKINS
Chatsworth
Summary
Dynamic Front Desk Receptionist with extensive 26 yrs Front Desk experience, excelling in customer service and patient satisfaction! Proven ability to manage office operations efficiently while maintaining accurate documentation and expediting patient care. Recognized for strong communication skills and a commitment to enhancing patient experiences in fast-paced environments. Organized, multi-tasked, individual seeking an opportunity to work and grow with a dynamic cooperation.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Advent Health Orlando
Chatsworth
12.2023 - 12.2024
- Greeted customers warmly and made them feel welcome.
- Assisted with scheduling appointments for clients and visitors.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
Front Desk Receptionist
North Georgia Hematology & Oncology
Dalton
06.2021 - 07.2023
- Patient Check-In and Check-Out: Greet patients, verify their personal information, and ensure all necessary paperwork is completed during check-in. Process payments and provide receipts during check-out.
- Appointment Scheduling: Schedule patient appointments, ensuring that the calendar is efficiently managed and patients are seen in a timely manner. Confirm appointments via phone or email.
- Phone Handling: Answer incoming phone calls, route them to the appropriate department or staff member, and provide information to patients or callers as needed. Take and relay messages accurately.
- Insurance Verification: Verify patients' insurance information, eligibility, and coverage details. Inform patients of any financial responsibilities, such as copayments or deductibles.
- Medical Records Management: Maintain and update patient records, ensuring they are accurate and compliant with privacy regulations like HIPAA. Retrieve and file medical records when necessary.
- Billing and Coding: Assist with basic medical billing tasks, such as entering charges, creating invoices, and processing insurance claims. Familiarity with medical coding (e.g., ICD-10, CPT codes) can be a valuable skill.
Front Desk Receptionist
Dalton Ear Nose & Throat
Dalton
07.2017 - 05.2021
- Patient Check-In and Check-Out: Efficiently and accurately handle patient check-ins, verifying personal information and insurance details. Process payments and provide receipts during check-out, ensuring a smooth patient experience.
- Appointment Scheduling: Skillfully manage the appointment calendar, scheduling and confirming patient appointments while optimizing the healthcare provider's time. Exhibit strong organizational skills to minimize appointment conflicts.
- Phone Handling and Customer Service: Professionally answer and direct incoming calls, providing information to patients, and ensuring that messages are relayed promptly. Showcase excellent communication and interpersonal skills in dealing with patients and their inquiries.
- Insurance Verification: Verify patients' insurance coverage, eligibility, and benefits. Communicate financial responsibilities clearly, including copayments and deductibles, to patients to facilitate billing processes.
- Medical Records Management: Maintain and update patient records in compliance with privacy regulations (e.g., HIPAA). Ensure accurate documentation of patient information and records retrieval as needed.
Emergency Room Unit Secretary
Hamilton Medical Center
Dalton
12.2000 - 01.2018
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail.
- Greeted customers and visitors in-person and via telephone calls.
- Scheduled surgeries for multiple surgeons and booked operating rooms.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Managed office supplies, vendors, organization and upkeep.
- Directed guests and routed deliveries and courier services.
- Handled confidential information and adhered to all HIPPA regulations, and hospital policies and procedures.
- Worked in a fast-paced challenging environment.
- Assisted all medical personnel with orders, calls, admissions, and hospital transfers.
- Accurately monitored the cardiac monitor for a 36 bed unit.
Collections Specialist
North Georgia Collection Agency
Dalton
05.2017 - 06.2017
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
- Collected and reported monthly expense variances and explanations.
- Collected and arranged information and entered details into computer database.
- Followed up with customers to collect information and verify details.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained a high volume of calls to meet demands of busy group.
- Used skip tracing and other techniques to locate debtors.
- Applied training and persuasive communication strategies to overcome objections.
- Monitored accounts for compliance with established payment plans.
Child Care Provider
A Child's World Academy
Dalton
12.1997 - 11.2000
- Organized and attended meetings, including compiling all documents and reports ahead of time.
- Led staff and vendors in providing a high level of service for owner and guests.
- Screened personal and business calls and directed them to the appropriate party.
- Sourced and ordered office equipment and supplies.
- Reviewed weekly inventory charts and recorded facility needs.
Cashier Customer Service
Walmart Supercenter
Dalton
03.1991 - 08.1997
- Worked closely with a wide range of customers, asked questions, collected information and assessed their needs.
- Itemized purchases utilizing the point of sale system.
- Ensured continuous provision of service excellence and customer satisfaction.
- Accurately processed customer transactions such as orders, quotes and returns.
- Properly handled and timely processed cash and credit card transactions.
- Monitored scheduled shipment dates to ensure timely delivery, expedited as needed and communicated variances to customers.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Organized store merchandise racks by size, style and color to promote visually appealing environment.
- Stocked and replenished merchandise according to store merchandising layouts.
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
- Referred unresolved customer grievances to designated departments for further investigation.
- Served as the main liaison between customers, management and sales team.
Education
High School Diploma -
Northwest Whitfield County High School
Tunnel Hill, GA01.1992
Skills
- Advanced clerical knowledge
- Microsoft Word expertise
- Managing office operations
- Team building
- Answering incoming calls
- HIPAA compliance
- Customer service-oriented
- Documentation and reporting
- Transmitting medical records
- Accurate and detailed
- Administrative support
- Articulate and well-spoken
- Punctual
- Customer and client relations
- Works well under high stressful environment
Certification
- Basic Life Support (BLS), 01/16/18, 01/18, GA 15388
- Crisis Prevention Institute (CPI) certification, 12/15/17, 12/17, 3A87AC
Accomplishments
- Implemented new check-in system for reduced wait times by using name labels with the corresponding times upon pt check in. This reduced time mix ups and expedited wait time work flow.
- Improved patient satisfaction scores by 80% being courteous, empathetic, and productive in always putting the patient's needs first and foremost.
- Cross-trained and mentored new hires on various front desk roles and responsibilities in my 26 yrs of experience.
Timeline
Front Desk Receptionist
Advent Health Orlando
12.2023 - 12.2024
Front Desk Receptionist
North Georgia Hematology & Oncology
06.2021 - 07.2023
Front Desk Receptionist
Dalton Ear Nose & Throat
07.2017 - 05.2021
Collections Specialist
North Georgia Collection Agency
05.2017 - 06.2017
Emergency Room Unit Secretary
Hamilton Medical Center
12.2000 - 01.2018
Child Care Provider
A Child's World Academy
12.1997 - 11.2000
Cashier Customer Service
Walmart Supercenter
03.1991 - 08.1997
High School Diploma -
Northwest Whitfield County High School