Phoebe Banks
Milwaukee
Summary
Dynamic Patient Access Representative with a proven track record at Froedtert Hospital, excelling in insurance verification and patient registration. Recognized for enhancing patient experiences through effective communication and organization. Adaptable and dependable, consistently achieving high customer satisfaction while maintaining HIPAA compliance in fast-paced environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Froedtert Hospital
12.2024 - 09.2025
- Assisted patients with registration and insurance verification processes.
- Coordinated patient appointments and managed scheduling systems effectively.
- Provided information regarding hospital services and procedures to enhance patient experience.
- Maintained accurate patient records in electronic health record (EHR) systems.
Retention Specialist
AT&T Mobility
01.2023 - 07.2023
- Analyzed customer feedback to identify retention opportunities and enhance satisfaction levels.
- Developed targeted communication strategies to re-engage at-risk customers effectively.
- Collaborated with cross-functional teams to implement retention initiatives and improve service delivery.
- Monitored account activities and identified trends impacting customer loyalty and engagement.
- Utilized CRM systems to track interactions and streamline follow-up processes for high-value clients.
Customer Service Representative
Milwaukee Tool
08.2023 - 10.2024
- Collaborated with team members to enhance overall customer experience and satisfaction.
- Adapted quickly to new processes, ensuring seamless service delivery during peak times.
- Maintained detailed records of customer interactions for future reference and analysis.
- Learned and utilized customer service software to manage support tickets effectively.
- Assisted customers with inquiries, providing accurate information and efficient solutions.
Retention Agent
Spectrum
02.2022 - 12.2022
- Assisted in creating reports that evaluate program effectiveness and customer satisfaction levels.
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Exceeded monthly retention targets consistently by employing effective negotiation tactics when dealing with unsatisfied clients.
- Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
Education
High School Diploma -
SDC
Milwaukee, WI06.2019
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Patient registration
- Data collection
- Calm and effective under pressure
- Data entry
- Multitasking and organization
- Adaptable
- Dependable
Certification
BLS CPR
Timeline
Patient Access Representative
Froedtert Hospital
12.2024 - 09.2025
Customer Service Representative
Milwaukee Tool
08.2023 - 10.2024
Retention Specialist
AT&T Mobility
01.2023 - 07.2023
Retention Agent
Spectrum
02.2022 - 12.2022
High School Diploma -
SDC
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