Michael Zylstra

• Schedule complex patient appointments.
• Upload incoming referrals, ensuring that the correct ICD-10 codes are used and we have all documentation our Providers will need.
• Review incoming referrals to ensure we have all of the information we would need to schedule the patient.
• Maintain successful internal and external customer relations.
• Troubleshoot any problems related to scheduling appointments for new and existing patients.
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.

• Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
• Minimized liability by consistently following road rules when driving.
• Transported passengers safely to their destination.

• Manage a team of 8-10 Patient Services Representatives.
• Conduct daily and weekly meetings with my team.
• Log all meeting interactions with my team members.
• Conduct yearly reviews regarding employee performance and areas of improvement.
• Assist Patient Services Representatives and Team Leads with accounts.
• Take Supervisor calls.
• Follow up on accounts as needed.

• Assist Patient Services Representatives with accounts.
• Answer all patient email inquiries and reply either by email or by phone.
• Occasionally take supervisor calls if a patient requests a supervisor.

• Assist patients and insurance companies with billing inquiries and payments.
• Update insurance information for billing.
• Follow HIPAA compliances.
• Follow up with patients in a timely manner.

• Managed efficient cash register operations.
• Assist customers in making purchases.
• Buy used sports equipment from customers to sell in store.

• Set up in home appointments regarding supplemental life insurance and benefits packages set up by their Union/Association.

Run the day-to-day operations of the call center which includes, but not limited to;

• Supervising all market research specialists on assigned projects.
• Providing feedback, training, and coaching for specialists on the floor.
• Promoting compliance with company standard operation procedures.
• Assisting in the development and implementation of employee incentive programs.
• Counseling specialists regarding their performance and personnel issues.
• Allocating interviewing resources, adjusting job assignments as needed during a shift, and managing booth assignments and daily attendance for the shift.

• Conduct surveys over the telephone.