Summary
Overview
Work History
Education
Skills
Timeline
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Rachel McFarland

Greensboro,NC

Summary

Distinguished in the healthcare sector, notably with Sentara Urgent Care, for adeptly managing high-stress situations and enhancing customer loyalty through empathetic conflict resolution. Demonstrates proficiency in HIPAA compliance and insurance verification, alongside exceptional customer service skills, contributing to a positive patient experience and operational efficiency.

Overview

6
6
years of professional experience

Work History

Patient Service Representative

Sentara Urgent Care
04.2022 - 12.2024
  • 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.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Check in and check out patients.
  • Insurance verification

Front Desk Receptionist

Sentara Norfolk General Hospital
06.2019 - 02.2022
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.

Education

Diploma -

Sissonville High School
Sissonville WV
05.2017

Skills

  • Customer service
  • HIPAA compliance
  • Insurance verification
  • Insurance verifying
  • Appointment scheduling
  • Patient confidentiality
  • Patient intake
  • Payment collection
  • Medical terminology
  • Eligibility determination
  • Data entry proficiency
  • Document filing
  • Conflict resolution
  • Medicaid
  • Phone etiquette
  • Patient follow-up
  • Appointment reminders

Timeline

Patient Service Representative

Sentara Urgent Care
04.2022 - 12.2024

Front Desk Receptionist

Sentara Norfolk General Hospital
06.2019 - 02.2022

Diploma -

Sissonville High School

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