Ondrea Humphrey
Las Vegas
Summary
Adaptable Front Desk Coordinator dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Proven to run front desk, keep customers satisfied and resolve any conflicts. Technically-savvy, friendly, punctual and always prepared for any challenge.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Intermountain Health
11.2023 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
Front Desk Coordinator
Cano/Procare
02.2019 - Current
- Welcomed patients to front desk and engaged in friendly conversations while conducting check-in process.
- Scheduled appointments for clinic patients.
- Answered in timely manner multi line calls.
- Created/delegated clinic messages to and from staffing.
- Updated Patient information such as address/phone number/insurance
- Managed customer complaints and rectified issues to complete satisfaction.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Maintained on time and punctual work hours; with little to no call outs.
- Opened the office and completed closing paperwork and procedures daily.
- Delivered hands-on training to new and current employees on security, sign-in and guest relations procedures.
- Reviewed and copied paperwork for permanent records.
- Maintained cleanliness of front lobby area.
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in handling sensitive patient information.
- Verified eligibility and compliance with authorization requirements for service providers.
- Processed new medication and refill requests for authorization.
- Streamlined workflow for faster approval turnaround times, handling high volume of insurance verification tasks.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
House Manager
Self Employed
02.2014 - 01.2019
- Offered positive reinforcement and taught life skills regarding chores and cooking techniques.
- Resolved individual resident issues and neighborly complaints with excellent interpersonal skills.
- Oversaw the intake and discharge processes, which included filling out paperwork, for individuals.
- Assisted in defining roles for members of household, creating environment of personal responsibility for words and behavior
- Developed complex budget and forecasting scenarios to determine long-range planning for building operations.
- Assessed reports and adjusted workflows to realign with targets.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
Slot Shift Supervisor
Snoqualmie Casino
01.2007 - 01.2014
- Understood and followed oral and written directions.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Moderated floor disputes to protect business assets and resolve customer service issues.
- Converted currency into requested combinations of bills and coins for patrons.
- Cashed out employee tips and worked with slot technicians to pay out jackpots.
- Evaluated workers' performance to write performance reviews.
- Notified security department of identified or suspected illegal play activities and player behaviors.
- Observed gamblers' behavior for signs of cheating and notified security staff.
- Surveilled slot machine areas of casino, checking for patron compliance with established gaming rules.
- Performed minor repairs or made adjustments to slot machines to resolve machine tilts and coin jams.
Education
High School Diploma -
Mount Baker Senior High School
Deming, WA06.2004
Skills
- Conflict Management
- Reliable and Punctual
- Courteous and Professional
- Customer Complaint Resolution
- Listening Skills
- Calender Management
- Effective Planning
- Multitasking and Prioritization
- Customer Service-Oriented
- Microsoft Office
- Positive Attitude and Energetic
- Prioritization and Time Management
- Data Entry and Database Software
- Conflict Management
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Customer service
- Appointment scheduling
- Patient confidentiality
- Patient intake
- Medical terminology
- Medical insurance
- Document filing
- Data entry proficiency
- Conflict resolution
Languages
English
Full Professional
Spanish
Elementary
Education and Training
other
Certification
RQI Certified as of 02/03/2025
Timeline
Patient Service Representative
Intermountain Health
11.2023 - Current
Front Desk Coordinator
Cano/Procare
02.2019 - Current
House Manager
Self Employed
02.2014 - 01.2019
Slot Shift Supervisor
Snoqualmie Casino
01.2007 - 01.2014
High School Diploma -
Mount Baker Senior High School
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