Patricia Yancey
Detroit,Michigan
Summary
Results-driven Call Center Leader with a strong background in customer service and organizational efficiency. Skilled in issue resolution and enhancing customer satisfaction under pressure. Expertise in customer relationship management and data entry, ensuring accuracy and effective communication.
Overview
18
18
years of professional experience
Work History
Lead Call Center Advisor
Detroit Medical Center
Detroit, USA
03.2012 - Current
- Handle incoming calls and initiate outbound calls for multiple Children’s Specialty Clinics
- Resolved billing issues and account holds, enhancing patient satisfaction.
- Facilitated new hire training to equip staff with skills for effective patient interactions, enhancing overall service quality.
- Reported call center metrics to track performance accuracy for all advisors.
- Managed scheduling for adult and children's clinics, optimizing appointment availability for improved patient access.
- Schedule echocardiograms and EKGs
- Updated clinical guideline tool.
- Worked with 9 clinics for Children’s Hospital Phreesia Hospital system.
Patient Access I
DMC University Lab
Detroit, USA
02.2020 - 11.2021
- Verified insurance coverage using Passport, Web-Denis, WPS Medicare verification, and EPX Electronic Notification, confirming service eligibility for patients.
- Assisted patients with inquiries and concerns regarding physician invoices, fostering understanding and resolving issues effectively.
- Reviewed medical billing requisitions for accuracy and compliance, enabling prompt processing of claims.
- Exited role following department closure
Patient Accounting Representative II
Detroit Medical Center (University Surgeons)
Detroit, USA
01.2008 - 03.2012
- Obtained documentation and authorization to resolve rejected insurance claims, reducing delays in patient billing.
- Filed patient charts, prepared medical records requests, and resolved billing errors while verifying insurance to ensure accuracy of patient accounts.
- Registered and checked in/out patients for General Surgery appointments, ensuring accurate patient flow and documentation.
- Supported daily operations at medical facility, enhancing patient care and streamlining administrative tasks.
Education
Bachelor’s Degree - Healthcare Administration-Technology
University of Phoenix
Phoenix, AZ01.2019
Associates Degree -
University of Phoenix
Phoenix, AZ03-2015
Skills
- Healthcare customer relations
- Insurance processing
- Access management for patients
- Staff training and development
- Leadership in call centers
- Dispute resolution
- Resolution of complaints
- Documentation of calls
- Script adherence
- Analytical problem solving
- Microsoft Office proficiency
- Collaborative teamwork
Computer Software
- Microsoft Word
- Excel
- Passport
- Capstone
- First Net
- Web Denis
- CIS
- Citrix
- IDOC
- Phreesia Appointment Confirmations- Hospital System
Accomplishments
Outstanding Customer Service
Timeline
Patient Access I
DMC University Lab
02.2020 - 11.2021
Lead Call Center Advisor
Detroit Medical Center
03.2012 - Current
Patient Accounting Representative II
Detroit Medical Center (University Surgeons)
01.2008 - 03.2012
Bachelor’s Degree - Healthcare Administration-Technology
University of Phoenix
Associates Degree -
University of Phoenix