SANDRA WILLIAMS

Lithonia,GA

Summary

Dedicated and detail-oriented professional with extensive experience in healthcare administration and customer service. Proven expertise in patient registration, insurance verification, and financial transparency, coupled with a strong ability to manage high-volume call center operations. Adept at utilizing electronic health record systems to ensure accuracy and efficiency in patient care and administrative tasks.

Overview

years of professional experience

Work History

Front Desk Assistant/ Call Center Specialist

Northside Hospital

11.2018 - 03.2024

Handled high-volume inbound and outbound calls ( 50-100 daily), providing exceptional customer service to patients, insurance providers, and internal stakeholders.
Responded to inquiries regarding appointments, billing, and insurance authorizations, ensuring accurate and timely information dissemination.
Documented all call interactions in the EHR system, maintaining confidentiality and compliance with HIPAA regulations.
Collaborated with cross-functional teams to address and resolve patient concerns, ensuring a positive patient experience and operational efficiency.
Assisted with pre-registration and registration processes, ensuring accurate and timely entry of demographic and insurance information into electronic health record systems (EHR).
Verified patient insurance coverage with third-party carriers and secured required authorizations for scheduled procedures, meticulously documenting approvals and denials in the EHR.
Provided patients with Good Faith Estimates to enhance financial transparency and support informed decision-making for self-pay and out-of-pocket expenses.
Supported billing and receivables processes by collecting payments at the time of service and addressing patient inquiries regarding insurance coverage and billing discrepancies.
Managed incoming ACD calls with professionalism and efficiency, ensuring prompt resolution of patient concerns and accurate call routing.
Updated and adjusted CPT codes as necessary to reflect procedural changes and ensure compliance with billing requirements.

Office Assistant

Georgia State University

01.2014 - 01.2018

Performed administrative and clerical duties that directly supported student services and faculty, enhancing overall operational efficiency
Reviewed and evaluated documentation to determine functional limitations for students with disabilities, ensuring equitable access to accommodations
Acted as a liaison between faculty and students, overseeing the implementation of testing accommodations at designated campuses
Managed student data entry using the AACE accommodation management system and maintained accurate records
Provided orientation and training on support services and assistive technology to students, fostering an inclusive academic environment
Collected and reported data on AACE activities for divisional and unit reporting, contributing to ongoing program improvements
Supervised, trained, and evaluated administrative staff and student employees, ensuring optimal operational performance

Education

Kennesaw State University - Appointment Scheduling

Kennesaw State University, Marietta, GA

05-2027

Georgia State University - Healthcare Administration

Georgia State University, Atlanta, GA

01.2019

High School Diploma - General Studies

SWBooker T Washington High School, Atlanta, GA

01.2006

Skills

Appointment Scheduling
Patient billing
Problem Solving
Multitask
Attention to Details

Microsoft Office
Prior Authorization
Medical Terminology
CPT codes and ICD-9 codes
Time management

Timeline

Front Desk Assistant/ Call Center Specialist - Northside Hospital

11.2018 - 03.2024

Office Assistant - Georgia State University

01.2014 - 01.2018

Kennesaw State University - Kennesaw State University, Appointment Scheduling

Georgia State University - Georgia State University, Healthcare Administration

SWBooker T Washington High School - High School Diploma, General Studies