Nancy Ross
San Jose,CA
Summary
Outgoing individual with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
18
18
years of professional experience
Work History
Supervisor, Patient Access
Sutter Health
09.2016 - Current
- Supervise 15-20 PSRs in providing excellent customer service to patients checking in for their appointments for Primary Care and Urgent Care.
- Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handle customer complaints, resolve issues, and adjusted workflows to meet changing needs.
- Evaluate employee performance and coach and train to improve weak areas.
- Achieve results by working with staff to meet established targets.
- Maintain compliance with company policies, objectives, and communication goals.
- Monitor call quality and conduct front desk observations and provide individual constructive feedback to enhance performance and address areas in need of improvement.
- Liaise with healthcare providers to develop efficient processes to provide highest quality of care.
- Collaborate with department managers to maintain daily operations.
Supervisor, Patient Access
Palo Alto Medical Foundation-Call Center
05.2012 - 09.2016
- Supervised 20 PSRs in providing excellent customer service to callers requesting appointments for Primary Care and some Pediatric Specialties
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
Lead, Patient Access
Palo Alto Medical Foundation
12.2006 - 03.2009
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Patient Service Representative
Palo Alto Medical Foundation
05.2005 - 12.2006
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Used IDX to schedule appointments.
- Handled customer service inquiries in person and via telephone.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
Education
Associate of Arts - Liberal Arts And General Studies
San Jose City College
San Jose, CAHigh School Diploma -
Silver Creek Hig
San Jose, CASkills
- Administrative Staff Supervision
- Forms and Spreadsheet Creation
- Call Center Operations
- Medical Terminology Knowledge
- Microsoft Excel
- Electronic Health Records Systems (EPIC)
Languages
Spanish
Native or Bilingual
Timeline
Supervisor, Patient Access
Sutter Health
09.2016 - Current
Supervisor, Patient Access
Palo Alto Medical Foundation-Call Center
05.2012 - 09.2016
Lead, Patient Access
Palo Alto Medical Foundation
12.2006 - 03.2009
Patient Service Representative
Palo Alto Medical Foundation
05.2005 - 12.2006
Associate of Arts - Liberal Arts And General Studies
San Jose City College
High School Diploma -
Silver Creek Hig
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