Mary Summers
Dayton,OH
Summary
Diligent Support Associate offering 29-year record in customer support. Strong aptitude for working with little supervision in remote environments. Competent in listening to patient needs, meeting quality standards and staying current on updates. Highly empathetic and supportive team player.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Office Support Specialist
Premier Health
Dayton, OH
09.2021 - Current
- Assisted Support and Clinical Associate team by providing support such as , customer service, registering and scheduling of patients.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Educated patients and families on treatments, procedures, medications, and continuing care.
- Received payment and ensured proper posting to appropriate customers accounts.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Answered phone calls and directed to appropriate staff members.
- Coordinated activities and ordered supplies to keep office properly maintained.
- Managed main reception area to monitor scheduled appointments for business.
- Collaborated with nurses to ascertain request-for-service needs and route questions to appropriate party and reference point.
- Delivered exceptional customer service through direct communication with clients and team members.
- Responded to customer issues to provide immediate resolution and improve retention.
- Handled incoming calls and directed callers to appropriate department or employee.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
- The Office Support Specialist (Support Staff) functions as a member of an administrative or treatment team to assure prompt, accurate, customer-centered services to patients, staff, and other customers in compliance with HIPAA and other regulations. Support Staff perform a variety of duties, including registration, answering incoming calls, scheduling, billing, scanning, processing releases, and auditing.
Clincal/Support Assoc/Patient Access Specialist
Premier Health Rehabilitation Dept.
Dayton, OH
03.2019 - 09.2021
- Assisted Support and Clinical Associate team by providing support such as , customer service, registering and scheduling of patients.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Educated patients and families on treatments, procedures, medications, and continuing care.
- Received payment and ensured proper posting to appropriate customers accounts.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
Support Associate
Premier Health Sleep Center
Dayton , OH
06.2002 - 03.2019
- Verified patient identities using prescribed protective measures to meet facility and regulatory requirements.
- Inventoried and ordered supplies, picked necessary materials and delivered accurate items to Sleep and Diabetes Department.
- Assisted doctors, nurses and staff with preparation for and conducting patient procedures while improving patient care, safety and compliance by explaining procedures to patients to reduce anxieties, enhance cooperation and facilitate smooth procedures.
- Compiled reports to help management enhance plans and make key operational decisions.
- Interfaced with various physician offices, including outside sleep centers to communicate effectively using active listening, open-ended questioning and appropriate response skills which lead to delegating team tasks based upon each staff members skill level and knowledge, which improved accuracy and productivity 70%.
- Handled travel arrangements by researching and scheduling flights, car rentals and hotel accommodations.
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands
- Became a Super User to help build the Epic system and a year later to provide thorough and comprehensive training for sleep and Diabetes staff.
- Verified that patients had the proper insurance coverage prior to any procedures or appointment scheduling. Retained strong medical terminology understanding in effort to better comprehend procedures and to instruct clients on amounts covered under benefit plans in easy-to-understand terminology.
- Gathered timesheets information to prepare weekly payroll data for processing. Organized and maintained payroll information by entering data, deleting errors, calculating and collecting information.
Customer Service Representative
Premier Health: Fidelity Health Care
Dayton, OH
04.1992 - 06.2002
- Leveraged technological advances and optimized software usage to increase team performance and operational efficiency.
- Handled reports, schedules and medical records to ensure office productivity.
- Developed application tracking and filing systems for staff to improve efficiency.
- Prevented scheduling errors by demonstrating strong attention to detail while managing daily calendar and creating weekly or monthly reports and presentations.
- Improved office efficiency, managing client correspondence, record tracking and data communications, working alongside Mr. James Pancoast.
- Aided senior leadership during executive decision-making process, generating customer data timeliness report, working alongside Mr. Mark Shaker.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Verified that patients had the proper insurance coverage prior to any procedures or appointment scheduling.
- Validated insurance and advised patients of benefits and coverage.
- Secured pre-authorizations and pre-certifications for minor procedures performed in office settings.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Addressed customer service inquiries quickly and accurately.
Education
Vocational Degree - Medical Assisting-August 1986
RETS Tech
Centerville OHSome College (No Degree) - Medical Assisting Coursework-May 1985
Sinclair Community College
Dayton, OHHigh School Diploma-June 1983
Patterson Co-op High School
Dayton, OH06.1983
Skills
- Active listening
- Organizational strengths
- Courteous demeanor
- Senior leadership support
- High-energy attitude
- Adaptability
- Strong work ethic
- Problem solving
Accomplishments
- Received (3) $50 Certificate of Excellence for Patient Satisfaction Achievement
- Received (1) $100 Certificate of Excellence for Patient Satisfaction Achievement
- 3 certificates for Employee of the Month
- Received 2 “exceeds expectations” ratings on performance reviews.
- Certificate of Excellence for "Key Services Principles/Taking the Heat"
Additional Information
- Previously served on the Fundraising Committee
- Member of the Employee Engagement Committee (EEC)
Certification
- CPR certification
Timeline
Office Support Specialist
Premier Health
09.2021 - Current
Clincal/Support Assoc/Patient Access Specialist
Premier Health Rehabilitation Dept.
03.2019 - 09.2021
Support Associate
Premier Health Sleep Center
06.2002 - 03.2019
Customer Service Representative
Premier Health: Fidelity Health Care
04.1992 - 06.2002
Vocational Degree - Medical Assisting-August 1986
RETS Tech
Some College (No Degree) - Medical Assisting Coursework-May 1985
Sinclair Community College
High School Diploma-June 1983
Patterson Co-op High School
Similar Profiles
Aubrey RickertAubrey Rickert
Patient Care Technician at Premier HealthPatient Care Technician at Premier Health
Brianna ParinBrianna Parin
Patient Care Technician at Premier HealthPatient Care Technician at Premier Health
Jennifer ThompsonJennifer Thompson
Regional Manager – CareFlight Air and Mobile at Premier HealthRegional Manager – CareFlight Air and Mobile at Premier Health