Mary Mayfield
Birmingham,AL
Summary
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.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Phlebotomist
Grandview Medical Center
06.2024 - Current
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Maintained high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Assisted in streamlining specimen processing workflow for increased efficiency and reduced wait times for patients.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining clean work environment.
- Provided support to laboratory staff, facilitating prompt analysis of collected samples for expedited results delivery.
- Contributed to development of phlebotomy training materials, enhancing skillset of new employees and improving overall team performance.
- Ensured uninterrupted service by properly maintaining phlebotomy equipment, including centrifuges, needles, and tourniquets.
- Promoted positive atmosphere within phlebotomy department through active participation in team meetings and effective communication with colleagues.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
- Supported quality assurance efforts by diligently documenting all relevant information during collection process, ensuring accurate test results for patients and providers alike.
PATIENT ENCOUNTER SPECIALIST
UAB KIRKLIN CLINIC
10.2023 - 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.
- 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.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- 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.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- 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.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
Patient Care Technician
UAB Medicine
10.2022 - 09.2023
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced stress for patients and families through effective communication and empathetic support.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Collaborated with interdisciplinary teams to develop individualized care plans that addressed each patient''s unique needs.
- Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Supported needs of 12+ residents under long-term care.
Medical Assistant Receptionist
American Family Care
08.2021 - 10.2022
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Organized paperwork such as charts and reports for office and patient needs
- Managed multi-line phone system and pleasantly greeted 60+ patients per day.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Debt Recovery Specialist
Portfolio Recovery Associates, LLC
05.2018 - 07.2021
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Achieved performance goals on consistent basis
- Maintained high volume of calls 100+ per hour and met demands of busy and productive group
- Worked in call center environment handling manual and automatically dialed outbound calls.
Warehouse Associate
Mountain High Outfitters
09.2014 - 01.2018
- Worked safely around moving machinery
- Prepared orders for shipment by systematically picking, packing and labeling merchandise
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors
- Cleaned and maintained warehouse in compliance with OSHA safety standards
- Performed inventory control, such as counting and stocking merchandise
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Checked 70+ packages and merchandise for damage and notified vendors
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies
- Shipped material and performed boxing, packing, labeling and preparation of related documents
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
Sales Consultant
Sears
01.2013 - 03.2014
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Responded to telephone and in-person requests for information
- Followed up with existing customers to provide additional support and address concerns
- Provided sales and customer service assistance to walk-in traffic
- Maximized customer retention by resolving issues quickly
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base
- Increased sales by 50% fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
Mortgage Refund Processor
HUD
01.2012 - 11.2013
- Reviewed 5-10 financial statements per day and contacted institutions and customers to clarify details
- Maintained compliance with privacy and security requirements, as well as federal statutes covering mortgage loans
- Upheld complete confidentiality of all submitted information according to release guidelines
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
Sales Consultant
Empire Marketing Group, Inc
06.2012 - 06.2013
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Responded to telephone and in-person requests for information
- Followed up with existing customers to provide additional support and address concerns
- Provided sales and customer service assistance to walk-in traffic
- Maximized customer retention by resolving issues quickly
- Achieved top 10% performance by strategically adapting to rapidly changing, competitive environment
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
Sales Distributor
Magic Kids
08.2011 - 10.2012
- Achieved agreed upon sales targets 100% and outcomes within schedule
- Stayed abreast of industry changes and trends, identifying and pursuing new business opportunities.
Private Caregiver
Private Residence
06.2004 - 09.2012
- Assisted 2-3 clients with daily living needs to maintain self-esteem and general wellness
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients
- Documented vitals, behaviors and medications in client medical records
- Planned healthy meals, purchased ingredients and cooked meals to provide adequate nutrition for client wellbeing
- Entertained, conversed and read aloud to keep patients mentally alert
- Developed rapport to create safe and trusting environment for care.
Sales Trainee
Ardyss International
01.2010 - 01.2011
- Responsible for planning, development, and improvement of Marketing Sales Strategies
- Daily recruited prospective 5-6 customers daily to buy various health products
- Drove team revenue totals by bringing in top sales numbers
- Managed customer expectations and helped navigate sales processes
- Shadowed sales professionals to gain deeper insight into best practices and strategies for maximizing sales revenue
- Demonstrated products to customers, answered questions and redirected objectives to positive features
- Contacted customers to immediately find resolutions for escalated issues
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Used scripted conversation prompts to convey current account information and obtain payments
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account
- Trained new team members on scripts, company services and collection strategies.
Education
Bachelor of Science in Pre-Medicine -
Miles College
Fairfield, AL05.2012
Bachelor of Science - Biology
Fairfield High Preparatory School
Fairfield, AL05.2005
Skills
- Collecting Patient Specimens and Tests
- Medical Office Experience
- Patient Care
- Venipuncture
Certification
BAT, 05/2022, 05/2027, Breath Alcohol Test Dot certified to administer breath alcohol testing.
Timeline
Phlebotomist
Grandview Medical Center
06.2024 - Current
PATIENT ENCOUNTER SPECIALIST
UAB KIRKLIN CLINIC
10.2023 - Current
Patient Care Technician
UAB Medicine
10.2022 - 09.2023
Medical Assistant Receptionist
American Family Care
08.2021 - 10.2022
Debt Recovery Specialist
Portfolio Recovery Associates, LLC
05.2018 - 07.2021
Warehouse Associate
Mountain High Outfitters
09.2014 - 01.2018
Sales Consultant
Sears
01.2013 - 03.2014
Sales Consultant
Empire Marketing Group, Inc
06.2012 - 06.2013
Mortgage Refund Processor
HUD
01.2012 - 11.2013
Sales Distributor
Magic Kids
08.2011 - 10.2012
Sales Trainee
Ardyss International
01.2010 - 01.2011
Private Caregiver
Private Residence
06.2004 - 09.2012
Bachelor of Science in Pre-Medicine -
Miles College
Bachelor of Science - Biology
Fairfield High Preparatory School