Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Roshanda Denny

Chandler,AZ

Summary

Dynamic healthcare professional with extensive experience at HonorHealth, excelling in patient registration and insurance verification. Proven ability to enhance customer service through effective communication and problem-solving. Skilled in electronic health records and maintaining HIPAA compliance, ensuring patient confidentiality while delivering exceptional support in fast-paced environments.

Overview

16
16
years of professional experience

Work History

Registration Receptionist

HonorHealth
Tempe, Arizona
05.2023 - Current
  • Greeted and assisted visitors upon arrival at the registration desk.
  • Managed appointment scheduling and maintained accurate visitor logs.
  • Answered phone inquiries and directed calls to appropriate departments.
  • Provided information about services and programs to clients and guests.
  • Processed registration forms and ensured compliance with data privacy standards.
  • Maintained cleanliness and organization of the reception area for a welcoming environment.
  • Resolved visitor concerns promptly, ensuring a positive experience at the facility.
  • Maintained patient confidentiality in accordance with HIPAA regulations.
  • Greeted and welcomed patients in a friendly and professional manner.
  • Ordered office supplies as needed to maintain adequate inventory levels.
  • Ensured compliance with HIPAA regulations by maintaining confidentiality of all patient information.
  • Explained various payment options to patients such as cash payments or credit card payments and assisted them in selecting a payment option that best suits their needs.
  • Maintained an organized filing system for all paperwork related to patient registrations.
  • Provided support to clinical staff with regards to registration related tasks.
  • Resolved customer service issues in a timely manner while maintaining a positive attitude.
  • Processed insurance authorizations, referrals, pre-certifications and prior authorizations as required by payers.
  • Greeted and registered patients, verified insurance information, collected copayments and deductibles.
  • Scheduled appointments for both new and existing patients, answered phone calls and emails from patients.
  • Verified patient demographic information and updated records accordingly.
  • Maintained accurate tracking of all documentation in the Electronic Health Record.
  • Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
  • Coordinated pick-up and delivery of express mail services.
  • Answered questions about health plan coverage policies and procedures.

Healthcare Customer Service Representative

Banner Healthcare
Phoenix, Arizona
04.2022 - 05.2023
  • Assisted patients with scheduling appointments and managing healthcare inquiries.
  • Advised customers on insurance coverage and benefits eligibility.
  • Processed patient registrations and maintained accurate medical records.
  • Resolved customer complaints through effective communication and problem-solving techniques.
  • Educated patients on healthcare services and available resources.
  • Collaborated with medical staff to streamline patient information flow.
  • Trained new team members on customer service protocols and healthcare policies.
  • Utilized electronic health record systems to update patient information efficiently.
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
  • Assisted in checking patient's insurance eligibility prior to their appointment.
  • Updated patient files in accordance with company policy and procedure guidelines.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Verified patient demographic information in order to ensure accuracy of data entry.
  • Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
  • Managed customer inquiries through telephone, email, and social media interfaces.
  • Ensured that proper follow up was completed after each interaction with a customer.
  • Scheduled appointments for patients using the electronic health records system.
  • Verified demographics and insurance information to register patients in computer system.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
  • Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
  • Provided directions and information to patients and families, enhancing their hospital experience.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Updated databases with new and modified customer data.

Communication Center Representative

Banner Healthcare
Phoenix, Arizona
05.2017 - 04.2022
  • Coordinate communication between departments and external partners
  • Operate communication systems for efficient message delivery
  • Monitor system performance to ensure operational efficiency
  • Train new team members on communication protocols
  • Develop strategies to improve internal communication processes
  • Resolve technical issues with communication equipment promptly
  • Facilitate emergency response procedures through effective communication
  • Dispatched maintenance and safety teams to address alarm calls.
  • Utilized mapping programs to locate addresses for responders in the field.
  • Processed non-emergency requests for specific services such as groundskeepers and housekeeping.
  • Answered incoming calls and routed to the appropriate personnel.
  • Assisted with training new Communications Operators on equipment usage and procedures.
  • Coordinated communications between various public safety agencies during large scale incidents or disasters.
  • Monitored fire, medical, and security alarms on campus.
  • Provided customer service over the telephone, responding to inquiries and requests in a professional manner.
  • Ensured that all communications were handled in a timely manner according to established protocols.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Greeted visitors or callers to handle inquiries or direct to appropriate persons.
  • Handled typing and data entry duties to correct and update electronic telephone directories.
  • Paged employees over PA system to ensure prompt connection with callers.
  • Participated in emergency preparation meetings to understand crisis management procedures.
  • Observed signal lights on switchboards and dialed or pressed buttons to make connections.

Drop Team Member

Gila River Casino
Chandler, Arizona
02.2017 - 09.2018
  • Collaborated with team members to maintain safe and efficient work environment.
  • Inspected incoming and outgoing shipments for accuracy and quality control.
  • Assisted in inventory management by tracking stock levels and organizing products.
  • Demonstrated strong communication skills when interacting with customers and coworkers.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Processed over and short funds from registers according to company policy.
  • Performed daily balancing activities including counting currency, coins, and cheques.
  • Ensured compliance with safety regulations when operating machinery or equipment related to counting duties.
  • Maintained cleanliness of the count room at all times.
  • Verified accuracy of documents, such as invoices and receipts, to ensure proper cash handling procedures were followed.
  • Counted incoming stock items and compared against invoice quantities to ensure accuracy.
  • Prepared bank deposits according to established policies and procedures.
  • Processed customer payments using a variety of methods including cash, credit cards and gift certificates.
  • Exchanged money, credit, tickets, or casino chips for patrons.
  • Identified slot machine issues, completing basic repairs, and communicating with maintenance personnel to schedule more extensive repair work.
  • Handled slot machine payouts and guest prize redemption to meet diverse guest needs.
  • Monitored floor operations and resolved safety, service and equipment issues.

Players' Club Representative

Gila River Casino
Chandler, Arizona
04.2012 - 02.2017
  • Participated in various gaming activities to enhance customer experience.
  • Assisted players in understanding game rules and procedures.
  • Maintained cleanliness and organization of gaming areas.
  • Engaged with guests to ensure satisfaction and resolve inquiries.
  • Collaborated with team members to promote a positive environment.
  • Adhered to all casino policies and regulations during gameplay activities.
  • Gathered feedback from players regarding their opinions on existing games and used it when creating future projects.
  • Developed promotional materials including videos, graphics, audio clips for upcoming game releases.
  • Assisted customers with technical support issues related to their gaming systems or accounts.
  • Identified areas where gameplay could be improved, and provided feedback to the development team to enhance user experience.
  • Assisted guests with inquiries and provided exceptional customer service.
  • Trained new staff on operational procedures and customer interaction techniques.

Cashier

Walmart
Mesa, Arizona
04.2009 - 02.2013
  • Processed customer transactions using point-of-sale systems efficiently.
  • Managed cash register and balanced cash drawers at end of shifts.
  • Assisted customers with product inquiries and provided exceptional service.
  • Maintained clean and organized checkout area for optimal customer experience.
  • Handled returns and exchanges according to company policies effectively.
  • Collaborated with team members to ensure smooth store operations daily.
  • Trained new cashiers on register procedures and customer service standards.
  • Monitored inventory levels at the checkout to minimize stock shortages.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Collected payments and provided accurate change.
  • Performed other duties as assigned by management.
  • Stocked shelves with merchandise when needed.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Issued receipts, refunds, credits or change due to customers.
  • Worked closely with front-end staff to assist customers.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Answered customer inquiries regarding store policies and procedures.
  • Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
  • Scanned merchandise using point-of-sale system for accurate purchase totals.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Processed credit card, cash, and check payments, ensuring all transactions were accurate.
  • Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
  • Answered customers' questions and provided information on store procedures or policies.

Education

High School Diploma -

Red Mesa High School
Teec Nos Pos, AZ
02-2005

Skills

  • Appointment scheduling
  • Electronic health records
  • HIPAA compliance
  • Insurance verification
  • Customer inquiries
  • Patient registration
  • Healthcare communication
  • Data entry accuracy
  • Team collaboration
  • Customer service excellence
  • Problem solving
  • Time management
  • Active listening
  • Billing procedures
  • Medical coding basics
  • Healthcare industry
  • Patient confidentiality
  • Work prioritization
  • Information gathering
  • Document management
  • Data entry proficiency
  • Call management
  • Medical terminology
  • Clerical support
  • Answer telephone calls
  • Excellent communication
  • Scheduling appointments

Languages

Navajo
Native/ Bilingual

Timeline

Registration Receptionist

HonorHealth
05.2023 - Current

Healthcare Customer Service Representative

Banner Healthcare
04.2022 - 05.2023

Communication Center Representative

Banner Healthcare
05.2017 - 04.2022

Drop Team Member

Gila River Casino
02.2017 - 09.2018

Players' Club Representative

Gila River Casino
04.2012 - 02.2017

Cashier

Walmart
04.2009 - 02.2013

High School Diploma -

Red Mesa High School

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Roshanda Denny