Macy Rawls
Longview,TX
Summary
Professional with strong background in patient engagement and healthcare services. Proven ability to enhance patient experience through effective communication, empathy, and problem-solving. Reliable team player known for adaptability and achieving results. Skilled in patient education, data management, and fostering positive relationships.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Patient Engagement Specialist
Javara Research
Salem, NC
08.2021 - 12.2024
- Outbound and inbound calls, chart reviews patient enrollment
- Utilized electronic health record systems effectively managed and organized patient data securely.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Organized patient records and database to facilitate information storage and retrieval.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
Patient Access Representative
UT Health Science Center
Tyler
06.2019 - 07.2021
- Insurance verifications, billing inquiries, building schedules and scheduling
- Check in registration
- Check out
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Increased efficiency in billing process by accurately capturing chargeable services during patient registration.
- Responded to inquiries by directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Patient Service Representative
Christus Health Urology
Longview, TX
09.2018 - 06.2019
- Billing inquiries, insurance verification and scheduling
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Built and maintained positive working relationships with patients and staff.
Office Clerk
NOV Tuboscope
Hughes Springs, TX
10.2016 - 09.2018
- Answering phones, shipping and receiving, inventory and payroll
- Maintained an organized and clean office environment to boost staff productivity and overall morale.
- Increased office efficiency by maintaining accurate filing systems and streamlining administrative processes.
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
- Improved financial record-keeping accuracy with diligent tracking of invoices, payments received, and expense reports submitted for reimbursement.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Receptionist
H&H
Kilgore, TX
02.2013 - 09.2016
- Data entry, invoices, faxing filing
- Answering phones new customer accounts
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Managed multiple tasks and met time-sensitive deadlines.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Supported company correspondence by drafting and distributing memos and emails.
CSR - Customer Service Representative
Rodney D. Young Insurance
Tyler, TX
07.2009 - 01.2013
- Responsibilities
- Answering phones, bill pay, new policies, sales
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Promptly responded to inquiries and requests from prospective customers.
Education
High School Diploma -
Kilgore High School
Kilgore, TX 01.2009 - 01.2013
Skills
Healthcare
Customer service
Problem-solving
Time management
Computer literacy
Technical troubleshooting
CPT knowledge
Billing and collection procedures
Timeline
Patient Engagement Specialist
Javara Research
08.2021 - 12.2024
Patient Access Representative
UT Health Science Center
06.2019 - 07.2021
Patient Service Representative
Christus Health Urology
09.2018 - 06.2019
Office Clerk
NOV Tuboscope
10.2016 - 09.2018
Receptionist
H&H
02.2013 - 09.2016
CSR - Customer Service Representative
Rodney D. Young Insurance
07.2009 - 01.2013
High School Diploma -
Kilgore High School
01.2009 - 01.2013