Rhonda Veal
caldwell,texas
Summary
Seasoned healthcare professional, adept in patient service coordination and team leadership. Proven track record in managing operations, resolving customer inquiries, and training staff at healthcare facilities. Seeking to leverage expertise as a Healthcare Service Representative to ensure exceptional service delivery and patient satisfaction.
Overview
3
3
years of professional experience
1
1
Certificate
Work History
Access Representative Team Lead
St. Joseph Rehab and Sleep Lab
07.2024 - Current
- Oversee daily operations of registration and admissions units, ensuring efficient patient service delivery and effective payment collection processes
- Monitor work quality and productivity, implementing data entry accuracy standards and coordinating both new hire and ongoing job skill training programs
- Mentor and evaluate team members, fostering an environment that encourages critical thinking, decisive judgment, and proactive problem solving
- Have experience using Epic
- Verifies health insurance, creates estimates, schedules patients for procedures
- Efficient in working with Healthcare insurance claims
Contact Center Representative (hybrid)
Baylor Scott and White Health
04.2023 - 07.2024
- Addressed and resolved customer inquiries, complaints, and concerns via phone, email, and electronic channels, maintaining a commitment to customer satisfaction and effective resolution
- Collaborated with providers, clinical staff, and cross-functional teams to meet patient needs and enhance service delivery
- Managed customer documentation with precision and processed service-related documents to uphold high standards of customer care and operational excellence
- Have experience with computers including Windows based programs and Microsoft office products
- Have experience using Epic
Healthcare Service Representative and Trainer (hybrid)
Kelsey Seybold Clinic
10.2021 - 11.2022
- Scheduled and confirmed appointments, ensuring efficient and courteous customer service; adeptly handled cancellations and utilized problem-solving skills to resolve patient inquiries
- Delivered comprehensive support to meet a wide range of caller requests, maintaining high service standards
- Enhanced agent performance by providing effective coaching and motivation throughout and beyond the training period
- Answer telephone calls in accordance with guidelines and perform clerical duties as needed
Education
Associates - Health and Human Resources
Ultimate Medical Academy
FloridaCertification - Dialectical Behavior Therapy Certification
01.2021
High School Diploma -
Penn Foster High School
Scranton, PA09.2010
Skills
- Proof of claims understanding
Communication skills
- Being able to interact professionally and empathetically with policyholders who may be upset
Attention to detail
- Being able to handle sensitive patient information and financial data without making errors
Problem solving skills
- Being able to solve problems
Medical terminology Having knowledge of medical terminology and Having knowledge of ICD-10 and CPT
Health insurance Having knowledge of health insurance products and Having experience with claims processing
Compliance
Time management
- Being able to manage your time efficiently
Interpersonal skills
- Being able to work well with others
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved success by completing several tasks with accuracy and efficiency.
- Supervised team of 10 staff members.
Certification
Adult/Child1st Aid/CPR/AED | Nov2022
Languages
English
Full Professional
Timeline
Access Representative Team Lead
St. Joseph Rehab and Sleep Lab
07.2024 - Current
Contact Center Representative (hybrid)
Baylor Scott and White Health
04.2023 - 07.2024
Healthcare Service Representative and Trainer (hybrid)
Kelsey Seybold Clinic
10.2021 - 11.2022
Certification - Dialectical Behavior Therapy Certification
Adult/Child1st Aid/CPR/AED | Nov2022
Associates - Health and Human Resources
Ultimate Medical Academy
High School Diploma -
Penn Foster High School
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