Pamela Dean
Winder,GA
Summary
Dynamic healthcare professional with proven expertise in patient-focused care and medical office administration, honed across roles at Vision Source Winder and other leading healthcare facilities. Excels in organizational skills and patient scheduling, enhancing patient satisfaction and streamlining healthcare operations. Demonstrated ability to improve processes, achieving significant increases in efficiency and patient experience.
Overview
14
14
years of professional experience
Work History
Patient Care Representative
Vision Source Winder
12.2022 - 01.2025
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Coordinated patient referrals to specialists or external facilities when necessary for further treatment or evaluation.
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while prioritizing urgent matters effectively in a fast-paced setting.
- Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
- Handled prescription refill requests.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Trained new staff on filing, phone etiquette and other office duties.
Customer Service Representative Team Lead
AeroCare Home Medical
08.2018 - 10.2022
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained up-to-date knowledge of product and service changes.
Patient Access Rep II
Franciscan Health Outpatient Rehab
05.2017 - 06.2018
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
Customer Service Representative
Hubler Automotive Group
08.2016 - 05.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Medical Front Office Receptionist
Southside Pediatrics
03.2011 - 07.2016
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Maintained a clean and welcoming reception area to ensure a positive first impression for all visitors to the medical facility.
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
- Supported office staff and operational requirements with administrative tasks.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Increased patient satisfaction, managing insurance verifications and addressing billing inquiries professionally and promptly.
- Managed multi-line phone system and pleasantly greeted patients.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Completed clerical duties and tasks for clinic administration.
Education
Associate of Business Administration - Business
Gwinnett College of Business
Lilburn, GASkills
- Organizational skills
- Billing processes
- Multitasking
- Patient-focused care
- Verbal and written communication
- Patient scheduling
- Patient registration
- Insurance verification
- Medical terminology
- Healthcare operations
- EMR / EHR
- Medical office administration
Timeline
Patient Care Representative
Vision Source Winder
12.2022 - 01.2025
Customer Service Representative Team Lead
AeroCare Home Medical
08.2018 - 10.2022
Patient Access Rep II
Franciscan Health Outpatient Rehab
05.2017 - 06.2018
Customer Service Representative
Hubler Automotive Group
08.2016 - 05.2017
Medical Front Office Receptionist
Southside Pediatrics
03.2011 - 07.2016
Associate of Business Administration - Business
Gwinnett College of Business
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