Malinda Haynes
Wellstar
Augusta,US
1
Certification
9
years of professional experience
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Work History
Patient Access Specialist
1 Year 3 Months- Processed patient registrations and insurance verifications to ensure accurate billing and minimize claim denials.
- Scheduled appointments and coordinated patient flow to optimize clinic efficiency and reduce wait times.
- Verified patient eligibility and financial responsibility, enhancing compliance with regulatory requirements and payer policies.
- Communicated with patients to clarify billing inquiries and resolve account discrepancies, improving overall satisfaction.
- Collaborated with clinical and administrative teams to streamline admission procedures and maintain data accuracy.
- Maintained confidential patient records in compliance with HIPAA standards to protect sensitive information.
- Facilitated insurance pre-authorizations and referrals to expedite treatment authorization and prevent delays.
Patient Access Associate
4 Months- Streamlined patient registration processes, enhancing efficiency and reducing wait times for over 200 patients daily.
- Collaborated with healthcare providers to ensure accurate patient information and seamless appointment scheduling.
- Assisted in verifying patient insurance eligibility and benefits, resulting in a 15% increase in approval rates.
- Conducted thorough pre-registration assessments to ensure compliance with healthcare regulations and protocols.
- Utilized electronic health record systems to maintain up-to-date patient information and confidentiality.
- Monitored and updated patient records to ensure compliance with healthcare regulations and standards.
Medical Billing Representative
2 Years 3 Months- Assisted customers with making payments or establishing payment plans to bring accounts current. Documented customer correspondence in CRM to track requests, problems and solutions. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Upheld quality control policies and procedures to increase customer satisfaction. Helped customers open accounts, make deposits, update information and carry out range of routine actions. Troubleshot shortages and overages to support quality control efforts. Relayed customer feedback to cross-functional teams to improve products and services. Resolved customer inquiries, questions and concerns to consistently establish and maintain security of medical records to ensure patient confidentiality on an ongoing basis. Reviewed patient records daily for accuracy, supplied any missing information and ensured compliance with company policy and government regulations. Balanced accounts daily, prepared financial balance sheets and submitted to finance director. Generated revenue by working with patients to establish payment schedules for late accounts, following up as needed for continued late payments. Precisely evaluated and verified benefits and eligibility. Confidently and adeptly handled claim denials and/or appeals. Verified insurance of patients to determine eligibility.
Call Center Representative
11 Months- Promoted available products and services to customers during service, account management and order calls. Exceeded established service goals while leveraging customer service, sales and employee management best practices. Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Consulted with customers to resolve service and billing issues. Managed customer expectations by clarifying needs, identifying options and recommending products and services. Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Healthcare Customer Service Representative
3 Years 6 Months- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements. Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures. Identified, analyzed and researched systemic issues and made recommendations for resolution. Supported accounts receivable operations within assigned functions.
Education
High School Diploma
Skills
EPIC
Call Center Operations
Data Entry and Maintenance
Verbal and Written Communication
Customer Service
Inbound Calling
Outbound Calling
Medical Terminology
Microsoft Proficient
Typing 50+ WPM
Call Documentation
Creative Problem Solving
Calm and Professional Under Pressure
Upselling Products and Services
Multitasking and Prioritization
Efficient and Detail-Oriented
Building Customer Trust and Loyalty
Understanding Customer Needs
Data Entry
Responding to Difficult Customers
Customer Account Management
De-escalation Techniques
Technical Troubleshooting
Inbound Phone Call Management
Quality Assurance Optimization
Prospecting Skills
Resolving Issues
Interpersonal Skills
Professional Telephone Voice
Call Controlling
Customer Communications
Insurance Claims Management
Critical Thinking
Client Inquiries
HIPAA Compliance
Claims Review
Insurance Claims
Reviewing Patient Information
Classroom Management
Parent-teacher communication
Child development understanding
Classroom organization
Active listening
CRM Software
Call Documentation Skills
Lesson Planning and Preparation
Patient scheduling
Insurance verification
Medical terminology
Customer empathy
Billing software
Conflict resolution
Data entry
Multitasking
Administration Support
Adaptability : Expert
Record management
Appointment scheduling
Patient confidentiality
Telephone skills
MS office
Relationship building
Decision-making
Pre-authorizations
Multi-line phone proficiency
Personal Information
Title: Patient Access specialist
Certification
CRCR
Timeline
Patient Access Specialist
Wellstar
07.2025 - CurrentRead More
Patient Access Associate
Piedmont
03.2025 - 07.2025Read More
Medical Billing Representative
CareCentrix
12.2022 - 03.2025Read More
Call Center Representative
Teleperformance
01.2022 - 12.2022Read More
Healthcare Customer Service Representative
Prime Care
02.2018 - 08.2021Read More
Augusta Tech
High School Diploma
Read More
Augusta Technical College
Read More