Summary
Overview
Work History
Education
Skills
Timeline
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Patricia Youngblood

Columbia,MO

Summary

Proven leader with extensive experience at Columbia Orthopaedic Group, adept in staff management and software proficiency. Excelled in enhancing patient flow and satisfaction, achieving organizational goals through effective training and mentoring. Demonstrated expertise in financial management and employee motivation, significantly improving team efficiency and performance.

Overview

12
12
years of professional experience

Work History

First Impressions Supervisor

Columbia Orthopaedic Group
04.2021 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled patient complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase patient flow.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Collaborated with clinics, and other departments to achieve organizational goals.

Customer Service Specialist 1

Mercy
06.2017 - 04.2021
  • Took payment information and other pertinent information such as addresses and phone numbers to check patients in for appointment.
  • Maintained and managed patients files and databases.
  • Collaborated with team members to create effective strategies for improving overall patient experience.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to patients.
  • Provided primary customer support to internal and external Patients.

Administrative Assistant

Southwestern Women's Health
05.2015 - 06.2017
  • Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
  • Verified insurance coverage to prepare for upcoming patient appointments.
  • Greeted patients and provided required paperwork to facilitate services.
  • Called patients to confirm scheduled appointments day in advance.
  • Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance.
  • Conducted insurance verification and preauthorizations and managed patient charts.
  • Facilitated seamless communication between patients and healthcare providers through diligent message relay and prompt follow-up actions as needed.
  • Ensured accurate insurance billing and coding, reducing claim denials and expediting reimbursements for services rendered.
  • Provided educational documents and pamphlets to patients.

Customer Service Representative

Mercy
05.2012 - 05.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Educated customers about billing, payment processing and support policies and procedures.
  • 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.

Education

No Degree - Marketing

Columbia College
Columbia, MO

Skills

  • Training and mentoring
  • Goal-Oriented
  • Staff Management
  • Employee Motivation
  • Staff Development
  • Processes and procedures
  • Expectation setting
  • [Software] experience
  • Financial Management

Timeline

First Impressions Supervisor

Columbia Orthopaedic Group
04.2021 - Current

Customer Service Specialist 1

Mercy
06.2017 - 04.2021

Administrative Assistant

Southwestern Women's Health
05.2015 - 06.2017

Customer Service Representative

Mercy
05.2012 - 05.2015

No Degree - Marketing

Columbia College

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Patricia Youngblood