Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shania Canada

Lafayette,United States

Summary

Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Humana
07.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Patient Access Representative

Ochsner Clinic Foundation Hospital
06.2023 - 06.2024
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.

Patient Access Representative

Lourdes Physician Group
01.2022 - 03.2023
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Provided excellent customer service to patients and medical staff.
  • Greeted and assisted patients with check-in procedures.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Verified patient insurance eligibility and entered patient information into system.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Delivered support to medical staff in completion of patient paperwork.

Sales Associate

Rue 21
04.2017 - 06.2019
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Answered questions about store policies and addressed customer concerns.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Utilized upselling techniques to promote additional products and increase sales.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Prioritized helping customers over completing other routine tasks in store.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Recommended complementary purchases to customers, increasing revenue.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.

Student Worker

Vision Academy
08.2015 - 12.2016
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Delivered clerical support by handling range of routine and special requirements.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Ordered office supplies and kept office stocked with needed resources to operate smoothly.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Maintained and updated office records, both digital and physical.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Established administrative work procedures to track staff's daily tasks.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Education

High School Diploma -

Vision Academy
05.2017

Skills

  • Insurance Company Knowledge
  • Determination Rendering
  • Patient Registration
  • Electronic Health Records Systems
  • Medical Terminology
  • Demographics Information
  • Eligibility Determinations
  • Customer Satisfaction
  • Information Collection
  • Patient Health Information Access
  • Insurance Form Processing
  • Regulatory Compliance
  • Statistical Data Management
  • Registration Coordination
  • Phone and Email Etiquette
  • Registration Processing
  • Verbal and Written Communication
  • Insurance Verification
  • Patient Admission
  • Multi-Line Telephone Systems
  • Patient Information Management
  • 50 WPM Typing Speed
  • HIPPA Compliance
  • Microsoft Excel
  • Active Listening
  • Customer Relations
  • Microsoft Word
  • Retail Sales Customer Service
  • Account Management
  • Problem-Solving Ability
  • High-Volume Environments
  • Written and Oral Communications
  • Good Listening Skills
  • Call Center Operations
  • Product and Service Knowledge
  • Policy and Procedure Adherence
  • Customer Correspondence
  • Customer Inquiries
  • Customer Needs Assessment
  • Administrative and Office Support
  • Correcting Discrepancies
  • First-Tier Technical Support
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Customer Retention Strategies
  • Efficient Data Entry
  • POS Systems and Ordering Platforms
  • Clerical Support
  • Document and Records Management
  • Accurate Estimates
  • Issue and Complaint Resolution

Timeline

Customer Service Representative

Humana
07.2024 - Current

Patient Access Representative

Ochsner Clinic Foundation Hospital
06.2023 - 06.2024

Patient Access Representative

Lourdes Physician Group
01.2022 - 03.2023

Sales Associate

Rue 21
04.2017 - 06.2019

Student Worker

Vision Academy
08.2015 - 12.2016

High School Diploma -

Vision Academy

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Shania Canada