Quiana Lane
Covington,GA
Summary
Proven track record in enhancing patient and customer satisfaction at Grady Memorial Hospital through exceptional customer service and efficient problem resolution. Skilled in HIPAA compliance and medical terminology, I've significantly improved operational efficiency. Expertise in insurance verification and customer service excellence has fostered a positive and results-driven environment. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Epic and may other software.
Overview
8
8
years of professional experience
Work History
Patient Service Representative/Appointment Scheduler
Grady Memorial Hospital
11.2020 - 12.2023
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Resolved billing inquiries and disputes in timely fashion.
- Managed patient registration process, confirming data accuracy and completeness.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
Cashier
Kroger's Grocery
01.2018 - 03.2020
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with returns, refunds and resolving transaction issues.
- Worked closely with shift manager to solve problems and handle customer concerns.
EVS Technician
Grady Memorial Hospital
05.2016 - 02.2018
- Delivered exceptional customer service when interacting with patients, family members, visitors, and colleagues alike, fostering a positive atmosphere within the hospital environment .
- Reduced the risk of infection by properly disposing of hazardous materials and maintaining strict hygiene protocols.
- Cleaned, removed and properly disposed of biohazardous substances in accordance with OSHA and health regulations.
- Assisted nursing staff with patient care tasks, improving overall efficiency and quality of care.
- Enhanced patient satisfaction by ensuring a clean and safe environment in all hospital areas.
Cashier Team Lead
Walmart
08.2015 - 02.2018
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Trained team members on cash register operation and cash handling.
- Increased customer loyalty and retention.
- Processed both cash and card purchases and returns.
Education
Certificate - Nursing
Omnitech Institute
Atlanta, GA05.2008
Skills
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
Timeline
Patient Service Representative/Appointment Scheduler
Grady Memorial Hospital
11.2020 - 12.2023
Cashier
Kroger's Grocery
01.2018 - 03.2020
EVS Technician
Grady Memorial Hospital
05.2016 - 02.2018
Cashier Team Lead
Walmart
08.2015 - 02.2018
Certificate - Nursing
Omnitech Institute
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