Ronda Hicks
Labelle,FL
Summary
Dynamic professional with extensive experience at Florida Cancer Specialist, excelling in customer service and appointment scheduling. Proven ability to manage patient records with precision while ensuring HIPAA compliance. Recognized for effective communication and conflict resolution skills, consistently enhancing patient satisfaction and streamlining scheduling processes.
Overview
17
17
years of professional experience
Work History
Central Scheduler
Florida Cancer Specialist
Ft. Myers, Florida
08.2021 - Current
- Communicated effectively with both internal and external customers to provide a positive experience.
- Maintained accurate records of patient demographics, insurance information, and appointment data in the database system.
- Answered incoming calls from patients regarding appointments or changes to their schedule.
- Responded promptly to inquiries from staff members about scheduling issues or concerns.
- Informed patients regarding needed medical tests and procedures.
- Prevented double bookings and set aside appropriate time in between appointments.
- Managed appointment cancellations and rescheduling, minimizing gaps in physicians' schedules.
- Instructed patients regarding how to prepare for appointments.
- Coordinated with other departments to ensure timely appointment availability.
- Performed data entry tasks accurately and efficiently within established timelines.
Patient Access Specialist-PAS II
Lee Health
Ft. Myers, Florida
01.2016 - 05.2021
- Scheduled for OB/GYN and Family Practice Appointments.
- Provided outstanding customer service while managing multiple tasks with accuracy and efficiency.
- Facilitated communication between physicians' offices and other departments in the facility.
- Scheduled patient appointments, answered phones, and responded to inquiries.
- Resolved issues related to patient access services in a timely manner to ensure continuity of care.
- Adhered to HIPAA regulations when handling confidential patient information.
- Applied HIPAA privacy and security regulations while handling patient information.
- Maintained accurate records of patient demographics, appointment scheduling, payment collections.
APD Scheduler & Allstate CSR
Lynx Services
N Ft. Myers, Florida
11.2008 - 11.2015
- ADP between dates: 09/12-11/06/15
- Performed data entry into computer systems for tracking purposes.
- Maintained accurate records of all tasks completed by the team.
- Ensured compliance with established policies and procedures related to scheduling activities.
- Provided guidance and advice on best practices related to scheduling initiatives.
- Worked directly with the insurance adjuster, repair shop and vehicle owners with body damage to vehicles,
- Handled 70-160 claims at a time.
- Handled vehicle rentals for the owners and closed claims for the adjuster to pay the repair shop for repairs.
- Field Support between dates: 04/10-09/12
- Assisted glass shops obtain authorization for glass and related parts on insurance claims.
- Processed Federal Tax forms and retail registration submitted by repair shops.
- Allstate PCD & CSR Mentor/Coach
- Assisted callers schedule Allstate Damage Claims to home.
- Mentored other CSR's w/their customer service skills
- As a Coach, processed payroll daily and bi-weekly for the amount of 7 CSR's under my direct supervision.
- Managed call volumes and processed reports
Education
High School Diploma -
Riverdale High School
Fort Myers, FL05-1987
Some College (No Degree) - Paralegal And Business Management
Florida Career Institute
Some College (No Degree) - Business
Edison Community College
Fort Myers, FLSkills
- Customer service
- Communication skills
- Time management
- Team collaboration
- Multitasking
- Patient record management
- HIPAA compliance
- Appointment scheduling
- Data accuracy
- Conflict resolution
- Multi-line telephone system control
Websites
Timeline
Central Scheduler
Florida Cancer Specialist
08.2021 - Current
Patient Access Specialist-PAS II
Lee Health
01.2016 - 05.2021
APD Scheduler & Allstate CSR
Lynx Services
11.2008 - 11.2015
High School Diploma -
Riverdale High School
Some College (No Degree) - Paralegal And Business Management
Florida Career Institute
Some College (No Degree) - Business
Edison Community College
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