Mikale Baker
Sioux Falls,SD
Summary
Highly motivated professional with experience providing exceptional customer service in a healthcare setting. Proven history of successfully managing patient accounts, resolving issues, and promoting patient satisfaction. Expert in utilizing interpersonal skills to build relationships and foster trust with patients and medical providers. Exceptional ability to manage multiple tasks and adapt quickly to changing situations. Exceptional understanding of oncology and overall medical terminology.
Overview
23
23
years of professional experience
Work History
Scheduling Specialist
Avera Mckennen Hospital/Avera Breast Center
07.2023 - Current
- Operated multi-line telephone system to answer and direct high volume of calls.
- Contributed to a positive work environment through effective communication and teamwork among administrative staff members.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
PATIENT ADVOCATE
AMG Gynecologic Oncology/Comprehensive Breast Care
11.2016 - 07.2023
- Identified preauthorization or referral requirements and corresponding processes to drive compliance.
- Discovering appropriate medical coding to insure insurance coverage for medical necessities for cancer patients
- Initiated communication with patients to promote financial obligations and available financial assistance programs.
- Demonstrated strong knowledge of medical terminology and anatomy.
- Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
- Interpreted medical terminology and pharmacological information to obtain insurance authorizations.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
MANAGER
Bake's Bar
01.2005 - 04.2019
- Utilized strong analytical and problem-solving skills to address operational issues.
- Coached and motivated team, driving sales and delivering exceptional customer service.
- Closed out cash register and prepared cashier report at close of business.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Motivated staff to perform at peak efficiency and quality.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
CERTIFIED
SERVER TRAINER, Olive Garden
01.2002 - 10.2010
- Learned new menu items and company policies to properly train waitstaff.
- Increased server efficiency by fulfilling additional responsibilities and training new servers.
- Developed alternative training methods if expected improvements are not seen.
- Attended meetings and seminars to obtain information for use in training programs and to inform management of training program status.
- Established and maintained positive relationships with trainees to drive successful learning outcomes.
- Contributed to restaurant success by sharing expertise in upselling techniques, resulting in increased average check amounts.
Education
BACHELOR OF SCIENCE (B.S - NURSING
National American University
Sioux Falls, SDNo Degree - Medical Coding Certification Course
AAPC
01-2022
HIGH SCHOOL DIPLOMA -
Roosevelt High School
Sioux Falls, SD05.2001
Skills
- Verbal and Written Communication
- Registration and Scheduling
- Organized and Detail-Oriented
- Calm and Effective Under Pressure
- Organized and Efficient
- Patient Needs Assessment and Referral
- Financial Counseling
- Insurance Authorizations
- Electronic Medical Record (EMR) Software
- Extensive Anatomy/Physiology Knowledge
- Reliable & Trustworthy
- Computer Skills
- Critical Thinking
Accomplishments
- Recognized as a consistently helpful and supportive professional by patients and staff alike.
- Avera C.A.R.E Standard Award - 2018, 2019, 2022
Timeline
Scheduling Specialist
Avera Mckennen Hospital/Avera Breast Center
07.2023 - Current
PATIENT ADVOCATE
AMG Gynecologic Oncology/Comprehensive Breast Care
11.2016 - 07.2023
MANAGER
Bake's Bar
01.2005 - 04.2019
CERTIFIED
SERVER TRAINER, Olive Garden
01.2002 - 10.2010
HIGH SCHOOL DIPLOMA -
Roosevelt High School
BACHELOR OF SCIENCE (B.S - NURSING
National American University
No Degree - Medical Coding Certification Course
AAPC
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