Sandra K. Ford
Plano,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
34
34
years of professional experience
Work History
Contact Center Care Coordinator
Texas Oncology
05.2024 - Current
- Ensures a positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Provide accurate information about products and services to customers
- Resolve customer complaints and concerns in a timely and effective manner
- Document customer interactions and record details of inquiries, comments, and complaints
- Follow up with customers, as needed, to ensure that their issues have been resolved to their satisfaction
- Meet or exceed established service level metrics for quality and productivity
- Stay up-to-date with product and service information and promotions
- Work collaboratively with other team members to provide excellent customer service
- Perform other duties as assigned by the Contact Center leadership
Scheduler Sr
Texas Oncology
06.2022 - 05.2024
- Schedules patient appointments
- Relays messages to appropriate staff
- Arranges financial counseling for patients
- Check out and schedule next appointments
Medical Office Coordinator
TEXAS BACK INSTITUTE
03.2019 - 06.2022
- Answered phone calls and scheduled patient appointments
- Conducts patient precertification to ensure coverage for appointments and medical care
- Schedules test, procedures, and referral appointments
- Communicates with patients regarding appointments and instructions for procedures and tests
- Collects fees such as copays/coinsurance
- Gather insurance information and patient personal data
- Demonstrate positive professional customer service in all patients, staff, and visitor contacts
Patient Services Representative
BAYLOR HEALTHCARE - BRYAN TOWER
10.2017 - 03.2019
- Conducted and documented patient interviews to obtain demographic and financial data for registration, insurance verification, and precertification and billing
- Verified patient eligibility for insurance coverage and appropriate benefit levels for anticipated services
- Scheduled tests, procedures and referral appointments
- Calculated and collected patient liability dues according to financial clearance policies related to existing and bad debt accounts
Access Services Representative/Emergency Department
BAYLOR HEALTH CARE
05.2015 - 10.2017
- Assisted patients with check in and check out
- Assisted patients with registration
- Verified demographic and insurance information
- Entered all information into the computer system and assisted the patient to the appropriate waiting area
Access Services Representative/Emergency Department
BAYLOR HEALTHCARE
05.2014 - 05.2015
- Assisted patients with check in and check out
- Assisted patients with registration
- Verified demographic and insurance information
- Entered all information into the computer system and assisted the patient to the appropriate waiting area
Admissions Representative/Emergency Room
CHRISTUS TRINITY MOTHER FRANCES HEALTHCARE
08.2010 - 05.2014
- Greeted patients
- Register patients getting demographic information, ID, Driver's license, insurance information
- Collect any payments due at time of service
Unit Secretary
CHRISTUS TRINITY MOTHER FRANCES HEALTHCARE
08.2010 - 07.2012
- Assisted Doctors and nursing staff with entering daily orders and lab work into the patient's chart
- Answered phones and patient call lights
- Stocked the office and the floor with needed supplies
Production Assembly
UNITED TECHNOLOGIES CARRIER
09.2009 - 05.2010
- Assembled parts for building an air conditioner on an assembly line
Cake Decorator
BROOKSHIRE GROCERY COMPANY
05.1991 - 09.2009
- Designed cakes for all occasions
Education
Medical Office Management -
06.2012
High School Diploma - undefined
06.1988
Skills
- General office skills
- Computer Savvy
- Great Customer Service
- Microsoft Word
- Zoom
- Webex
- Peripheral Devices
- Written Correspondence
- Data entry
- Patient education
- Clear communication
- Workflow management
- Documentation
- Active listening
- Organizational skills
- Scheduling
- Medical terminology understanding
- Team collaboration
- Documentation proficiency
Timeline
Contact Center Care Coordinator - Texas Oncology
05.2024 - Current
Scheduler Sr - Texas Oncology
06.2022 - 05.2024
Medical Office Coordinator - TEXAS BACK INSTITUTE
03.2019 - 06.2022
Patient Services Representative - BAYLOR HEALTHCARE - BRYAN TOWER
10.2017 - 03.2019
Access Services Representative/Emergency Department - BAYLOR HEALTH CARE
05.2015 - 10.2017
Access Services Representative/Emergency Department - BAYLOR HEALTHCARE
05.2014 - 05.2015
Admissions Representative/Emergency Room - CHRISTUS TRINITY MOTHER FRANCES HEALTHCARE
08.2010 - 05.2014
Unit Secretary - CHRISTUS TRINITY MOTHER FRANCES HEALTHCARE
08.2010 - 07.2012
Production Assembly - UNITED TECHNOLOGIES CARRIER
09.2009 - 05.2010
Cake Decorator - BROOKSHIRE GROCERY COMPANY
05.1991 - 09.2009
Robert E Lee High School - High School Diploma,
Tyler Junior College - Medical Office Management,
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