Mikayla Gregory
Craigsville,WV
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Office Patient Coordinator
Psychiatric Medical Care
02.2023 - Current
- Increased efficiency of front office operations through effective multitasking, attention to detail, and organization skills.
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
- Managed incoming calls from patients, directing them appropriately while maintaining confidentiality at all times.
- Explained upcoming treatment preparation, instructions, and other facts to patients.
- Worked with patients to schedule tests and procedures.
- Ensured accuracy of insurance information for each patient visit, verifying coverage details ahead of time for smooth processing at appointment time.
- Coordinated referrals to specialists as needed, following up with patients to confirm appointments and provide necessary information.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Maintained accurate electronic health records for improved patient care and compliance with privacy regulations.
- Promoted a culture of teamwork among clinic staff by offering assistance whenever needed and fostering open communication channels.
- Expedited prescription refills for patients by relaying requests from providers to pharmacies swiftly and accurately.
- Collaborated closely with billing departments to resolve any discrepancies or issues related to patient accounts, reducing payment delays.
- Coordinated transportation to get patients to and from medical appointments.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Organized 18 patient records and database to facilitate information storage and retrieval.
Human Resources Specialist (42A)
WV Air National Guard
06.2011 - Current
- Mentored junior HR professionals in best practices for human resources management, contributing to the development of future leaders within our organization.
- Streamlined HR processes for increased efficiency by digitizing 1,052 records and automating routine tasks.
- Served as a trusted advisor to both management and employees on matters related to human resources policies and procedures, ensuring consistent application across our organization.
- Maximized team knowledge and productivity by training, monitoring, and directing employees in application of best practices and regulatory protocols.
- Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures.
- Enhanced employee retention by implementing effective onboarding processes and conducting regular training sessions.
- Developed policies and procedures that fostered positive workplace culture while maintaining legal compliance.
- Facilitated open communication channels among staff members by encouraging feedback and implementing regular check-in meetings.
- Created and delivered HR training sessions to staff, managers and executives.
Customer Service Representative
First Energy Electric Supplier
01.2022 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associate of Applied Science - Human Resources
American Military University
Online07.2022
Skills
- Insurance Verification
- Healthcare Industry Knowledge
- Office Administration
- Attention to Detail
- Multitasking ability
- Organizational Skills
- Patient documentation
- Verbal and written communication
- Patient Registration
- HIPAA Compliance
- Proficient in Microsoft
- Electronic Records Management
- Policy compliance
Timeline
Office Patient Coordinator
Psychiatric Medical Care
02.2023 - Current
Customer Service Representative
First Energy Electric Supplier
01.2022 - 02.2023
Human Resources Specialist (42A)
WV Air National Guard
06.2011 - Current
Associate of Applied Science - Human Resources
American Military University
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