SHANAYNA TAYLOR
Naperville,IL
Summary
Proven expertise in customer service and office administration, honed at Saint Anthony's Medical Center. Excelled in enhancing patient satisfaction through effective scheduling and problem-solving, demonstrating exceptional listening skills and team collaboration. Achieved a significant increase in clinic productivity by reducing no-show rates, showcasing a strong blend of interpersonal and organizational abilities. Dedicated patient service rep with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Overview
10
10
years of professional experience
Work History
Front Desk Receptionist
All Star Dental Office
2024.06 - Current
- Greet patients at front desk and engaged in pleasant conversations while managing check-in process.
- Maintain organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handle sensitive patients information with confidentiality, adhering to company privacy guidelines.
- Schedule,reschedule,cancel and confirm appointments
- Deliver outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Send insurance claims,explain benefits and outline pricing details for procedures and services.
- Complete patient referrals to other dental specialists.
- Register patients,collect payments and call in or give prescriptions as prescribed.
- Call insurance companies to verify patients insurance
- Send Pre Authorizations to insurance companys
Patient Service Representative
Lake Forest Hospital
2019.09 - 2024.06
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Handled customer service inquiries in person, via telephone and through email.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Resolved billing inquiries and disputes in timely fashion.
- Answered incoming calls, scheduled appointments and filed medical records.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
Patient Services Representative
Saint Anthony's Medical Center
2014.02 - 2019.09
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up care.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Collaborated with interdisciplinary teams to ensure comprehensive care for each patient, improving overall health outcomes.
Education
High School Diploma -
Community Christian Academy
Chicago06.2013
Skills
- Customer Service
- Time Management
- Listening Skills
- Cash Handling
- Scheduling
- Problem-solving skills
- Telephone Etiquette
- Verbal and written communication
- Team Collaboration
- Office Organization
- Hospitality services
- Office Administration
- Multi-Line Telephone Systems
Timeline
Front Desk Receptionist
All Star Dental Office
2024.06 - Current
Patient Service Representative
Lake Forest Hospital
2019.09 - 2024.06
Patient Services Representative
Saint Anthony's Medical Center
2014.02 - 2019.09
High School Diploma -
Community Christian Academy
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