Sharon Orobiyi

Responds to a high-volume of incoming and outgoing telephone calls and faxed referral

Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and

returning patients.

Facilitates communication between the patient and the physician or clinic

Delivers expert knowledge regarding clinic-specific processes

Accurately documents and routes calls to the proper department

Identifies urgent customer needs or operational issues, and escalates appropriately

Works with care teams, patients, and outside facilities to obtain necessary information required for care.

Communicates with the care team and support staff on various patient issues.

Obtains and updates insurance information.

Meets all regulatory and compliance standards

Delivers high-level of customer service

Follows documented protocols and guidelines

Meets and exceeds departmental quality assurance standards

Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC

services

Uses functionality of the telephone system as required

Other departmental duties as assigned

Knowledge, Skills and Abilities

Type 40 words per minute

Excellent customer service skills

Knowledge of medical terminology

Demonstrated knowledge of proper English grammar in speaking and writing

Effectively listen to resolve patient's/customers inquiries

Maintain respect and composure in stressful situationsNavigate complex software tools and accurately input data

Effectively document caller notes into the medical record

Ability to adjust communication to fit the needs and level of understanding of the receiver

Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.

Working knowledge of EPIC or other patient/customer database

• Ability to apply C-I-CARE to work

• Daily, greet, schedule, and address dozens of visitors in a professional and empathetic manner
• Weekly, organize and prepare billing information for the bookkeeping department for 50+ patients
• Handle 100+ weekly phone calls to assist patients, external providers, and insurance companies
• Prepare patients' charts and daily schedules for the clinic staff; photocopy, file, and fax information as needed
• Contact insurance companies to obtain authorization for upcoming patient surgeries and procedures
• Check clients in and out in an electronic health record system; file documents in patients' charts
• Coordinate patient drop-offs and pickups with various transportation services
• Maintain confidentiality and comply with HIPAA regulations and OSHA standards

• Answered incoming and outgoing phone calls; greeted and directed patients
• Maintained appointment schedule and all logs
• Obtained required documentations from patients
• Entered and updated patient information into electronic medical records systems
• Produced correspondence, reports, and other requested data
• Performed routine office operations (Photocopied, faxed, filed, mailed, emailed)
• Processed health insurance authorizations and medical insurance claim forms; coded insurance forms
• Ensured all related labs, reports, and information were in patient files prior to appointments
• Maintained effective and organized patient flow; maintained HIPPA when creating/using documents
• Assisted physicians during patient examinations and prepared sterilization
• Kept examination rooms stocked with adequate medical supplies and maintained instruments
• Took patient medical history and prepared patients for examination
• Collected and prepared lab specimens and performed routine urinalysis
• Took and recorded patient vital signs; conducted vision/hearing tests
• Performed EKG/Phlebotomy, including butterfly and finger sticks

• Supervised, motivated, evaluated, and coached employees, and facilitated effective training programs
• Responded to and effectively resolved customer complaints in a timely manner to ensure satisfaction
• Maintained inventory control of all products and enforced all proper sanitation procedures
• Assigned tasks to associates to fit skill levels and maximize team performance for crews of 15+ employees
• Conducted inventory counts, assessing current inventory integrity against target accuracy and tracking variances
• Evaluated store performance by receiving, analyzing, and incorporating feedback from store inspections
• Monitored supplier operations to verify quality, delivery schedule, and conformance to contract specifications
• Managed shifts to deliver excellent customer service to 200+ customers daily