Hi, I’m
Mele Tiedemann
Patient Relations Specialist
West Jordan,UT
Questions confine answers. When there are no longer questions, answers are no longer bound by them.
Lao Tzu
Summary
Dedicated Patient Relations Specialist with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
years of professional experience
5
years of post-secondary education
Work History
University Of Utah HealthSalt Lake City, UT
Patient Relations Specialist
10.2019 - Current
Job overview
- Check patients in for appointments, and scheduling follow up appointment with appropriate providers.
- Verify patient benefits and eligibility, when needed.
- Locate lost or missing records to ensure consistent flow of communication for patients, providers, and front office staff.
- Collect all necessary co-pays, deductibles, and co-insurance, as needed upon check-in.
- Schedule patient appointments always remaining aware of provider schedules to ensure appropriate appointment is scheduled.
- Respond to questions regarding accounts status, payment arrangements, and concerns.
- Resolve billing, charge disputes or forwards problem accounts to the appropriate individual for resolution.
- Monitor patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.
University Of Utah HealthSalt Lake City, UT
Exceptional Patient Experience Advocate I
08.2018 - 10.2019
Job overview
- Handled high volume of in-bound calls pertaining to reconciliation of medical bills, financial assistance, and coordination of benefits.
- Exceeded 90% productivity and accuracy standards through effective task prioritization and great work ethic.
- Demonstrated appropriate knowledge and proficiency in Revenue Cycle Management Services.
- Arranged for debt repayment or establish repayment schedules, based on customers' financial situations.
- Demonstrated good judgement in selecting methods and techniques for obtaining solutions such as: Financial Assistance, Presumptive Charity, and discounts provided by the organization.
- Collected and processed patient credit cards payments.
Enso RingsLehi, UT
Customer Support Specialist
01.2018 - 08.2018
Job overview
- Described product highlights and benefits to help guide purchasing decisions.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Answered customer inquiries via phone and email regarding Enso Rings products, return policies, warranty policy, and order details.
- Handled high volume of in-bound calls and emails.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
ThumbtackDraper, UT
Pro Service Specialist
11.2014 - 11.2017
Job overview
- Oversaw multiple professional accounts to ensure that Thumbtack is meeting customers and professional expectations.
- Resolved customer issues by identifying source of concern and providing solutions for both customers and company.
- Attended marketing events to help promote Thumbtack to future users.
- Collaborated with management on how to test and launch new products and features.
- Oversaw high priority accounts.
- Coached and assisted customers on how to use Thumbtacks platform to grow their business.
- Utilized sales skills by suggesting add-on services that would be helpful to customers.
Embassy Suites By Hilton West Valley City, UT
Hotel Night Auditor
10.2015 - 10.2016
Job overview
- Managed all daily arrivals and departures, including groups.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Performed nightly updates to room charges and rates.
- Greeted, registered, and assigned rooms to guests staying at hotel.
- Make and confirm reservations.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Select Health InsuranceMurray, UT
Quality Assurance Specialist
03.2013 - 10.2014
Job overview
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Kept organized and clear documentation that identified compliance- related behavior trends and communicated them to management to address.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems.
- Drove efficiency and performance metrics through auditing calls to ensure that Federal, local and NCQA regulations are kept
- Provide constructive feedback to team members monthly regarding QA score cards.
Select Health InsuranceMurray, UT
Member Advocate
10.2012 - 03.2013
Job overview
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Handled high volume of in-bound calls and assisted each caller with scheduling appointments with appropriate doctors.
- Used medical terminology skills to attentively listen and assess patients needs.
- Provided accurate education regarding patients health plan benefits and coverage.
- Updated Coordination of Benefits (COB) as needed.
- Scanned, received and sent faxes to appropriate departments, including insurance claims, co-pay assistance information and patient documentation.
Holiday Inn Express Hotel SuitesWest Valley City, UT
Front Desk/Sales Assistant
08.2011 - 10.2012
Job overview
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Contacted housekeeping or maintenance staff when guests report problems.
- Compute bills, collect payments, and make change for guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
Hilton Garden Inn HotelSalt Lake City, UT
Front Desk Agent
01.2010 - 01.2011
Job overview
- Arrange tours, taxis, or restaurant reservations for customers.
- Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
- Deposit guests' valuables in hotel safes or safe-deposit boxes.
- Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
- Record guest comments or complaints, referring customers to managers as necessary.
- Greet, register, and assign rooms to guests upon arrival.
Hampton Inn & Suites By HiltonProvo, UT
Hotel Night Auditor
10.2009 - 01.2010
Job overview
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Reported financial data and updated financial records in ledgers and journals.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Performed nightly updates to room charges and rates.
Hotel MeńageAnaheim, CA
Front Desk Agent
01.2006 - 12.2007
Job overview
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
Education
Timpview High SchoolProvo, UT
High School Diploma
03.2002 - 05.2004
Brigham Young University - IdahoRexburg, ID
Bachelor of Science from Business Administration And Management
01.2019 - Current
Skills
Epic Proficiency
Appointment Scheduling
Medical insurance
Payment collection
Written Communication
Document filing
Cultural Awareness
Insurance verifying
Organization and Time Management
Self-Motivated
MS Office
Excellent Communication
General accounting
Excel proficiency
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Patient Relations Specialist
University Of Utah Health
10.2019 - Current
Brigham Young University - Idaho
Bachelor of Science from Business Administration And Management
01.2019 - Current
Exceptional Patient Experience Advocate I
University Of Utah Health
08.2018 - 10.2019
Customer Support Specialist
Enso Rings
01.2018 - 08.2018
Hotel Night Auditor
Embassy Suites By Hilton
10.2015 - 10.2016
Pro Service Specialist
Thumbtack
11.2014 - 11.2017
Quality Assurance Specialist
Select Health Insurance
03.2013 - 10.2014
Member Advocate
Select Health Insurance
10.2012 - 03.2013
Front Desk/Sales Assistant
Holiday Inn Express Hotel Suites
08.2011 - 10.2012
Front Desk Agent
Hilton Garden Inn Hotel
01.2010 - 01.2011
Hotel Night Auditor
Hampton Inn & Suites By Hilton
10.2009 - 01.2010
Front Desk Agent
Hotel Meńage
01.2006 - 12.2007
Timpview High School
High School Diploma
03.2002 - 05.2004