Mary Susan Poynter
Burlington,KY
Summary
Dedicated Associate with extensive experience collaborating with patients, promptly identifying needs and recommending products and services to accomplish Patients' goals.
Strong communicator focused on delivering outstanding customer care.
Highly efficient well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Offering 46 years of healthcare experience ready to add value to the team.
Well-versed in processing accurate and superior customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
35
35
years of professional experience
Work History
HOD Associate
St. Elizabeth Healthcare
06.2018 - Current
- Analyzed customer data to identify trends and anticipate customer needs.
- Develop strong rapport with customers to create a positive impression.
- Prioritized helping customers over completing other routine tasks.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteers for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provide exceptional services and pleasant experience for customers.
- Listened to customers needs and desires to identify and recommend optimal needs.
- Built customer loyalty and retention by delivering excellent customer service.
- Resolved customer problems and complaints.
- Confirm appointments, communicate with patients and update records.
- Manage multiple tasks and meet time-sensitive deadlines.
- Answer phones promptly and direct encounters to correct physicians offices.
- Respond to inquiries from callers seeking information.
- Maintain confidentiality of information regarding patients and company.
- Answer central telephone system and direct calls accordingly.
- Assist with onboarding new employees and securing paperwork completion.
- Operates multi-line telephone system to answer and direct high volume of calls.
- Assist internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Handle assignments independently with good judgement and critical thinking skills.
- Remain aware of providers schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Support office staff and operational requirements with administrative tasks.
- Answer phone calls and messages for physician medical facility, scheduling appointments, and handling patient inquiries.
- Answer telephone calls to offer office information, answer questions, and direct calls to staff.
- Receive and route results to correct clinical staff members.
Medical Secretary Cancer Center
The Christ Hospital Health Network
07.1989 - 02.2018
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Located, checked in and checked out patients.
- Pulled medical records for patient appointments and incomplete charts.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Maintained office supplies inventory by checking stock, anticipating department needs, and placing and expediting orders.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Supported office staff and operational requirements with administrative tasks.
- Enhanced office productivity by handling high volume of callers per day.
- Answered phone calls and messages for Cancer Center physicians, medical facility, scheduling appointments, and handling patient inquiries.
- Maintained current and accurate medical records for patients.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Received and routed patient results to correct clinical staff members.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Prepared and processed patient referrals and transfer requests.
- Obtained payments from patients and scanned identification and insurance cards.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
Education
No Degree - Business Administration
Western Kentucky University
Bowling Green, KY08.1975
High School Diploma -
Boone County High School
Florence, KY06.1975
Skills
- Data Entry
- Customer interaction
- Decision-Making
- Computer competencies
- Customer Engagement
- Oral communication
- New Hire Training
- Attention to Detail
- Complex Problem-Solving
- Time Management
- Flexible Schedule
- Computer Skills
- Courteous and Professional
- Customer Service
Timeline
HOD Associate
St. Elizabeth Healthcare
06.2018 - Current
Medical Secretary Cancer Center
The Christ Hospital Health Network
07.1989 - 02.2018
No Degree - Business Administration
Western Kentucky University
High School Diploma -
Boone County High School
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