SHEENA GRAHAM
Cheyenne
Summary
Adept in streamlining scheduling processes and enhancing patient relations, my tenure at Digestive Health Associates showcases significant achievements in organizational efficiency and specialty patient referrals. Leveraging strong organizational skills and proficiency in electronic recordkeeping, I consistently improved operation flows, demonstrated by seamless procedure scheduling and effective insurance authorizations.
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
16
16
years of professional experience
Work History
MRCC Agent
Blue Federal Credit Union HQ
11.2024 - Current
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Met customer call guidelines for service levels, handle time and productivity.
Procedure Scheduler
Digestive Health Associates
01.2015 - 03.2024
- Successfully scheduled procedures in a timely manner while adhering to departmental protocols and policies
- Developed strong relationships with patients, families, physicians, and pharmaceutical sales representatives
- Assisted with the development of policy changes regarding procedure scheduling practices
- Coordinated with facility personnel regarding availability of equipment for upcoming procedures
- Communicated information clearly both verbally and written form when interacting with patients, family, staff members
- Verified insurance eligibility for each patient prior to scheduling procedure appointments
- Conducted follow-up calls to confirm or reschedule patient appointments as needed
- Maintained a high level of professionalism when interacting with patients and other staff members
- Scheduled medical procedures within necessary timelines, taking into account patient needs, doctor availability, and insurance coverage
- Obtained and entered authorizations and correspondence relating to referrals in patients' charts and computers
- Adapted quickly to changing situations while remaining organized under pressure
- Easily adapted to new EMR as well as worked in EPIC
- Sent referrals to specialty providers in a timely manner and followed up on patient care
Bank Teller
Cheyenne State Bank
04.2013 - 01.2014
- Provided excellent customer service in a high-volume banking environment, including cash handling and account inquiries
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Greeted customers with professionalism and courteous demeanor
Veterinary Receptionist
Cheyenne Pet Clinic
02.2012 - 03.2013
- Provided excellent customer service to clients by answering phones promptly and courteously, addressing inquiries, and scheduling appointments
- Answered a high volume of calls in a professional manner while providing accurate information on products and services offered by the clinic
- Maintained records of all animals seen at the clinic including vaccinations, treatments, medications administered and other related services provided
Dental Receptionist
Cheyenne Family Dental
11.2010 - 10.2012
- Answered and managed incoming calls to schedule patient appointments and confirm upcoming appointments
- Answered questions from patients about their insurance plans or benefits related to treatments provided by the dentist's office
- Greeted patients, verified insurance information and scheduled appointments in a timely manner
Bank Teller
First Interstate Bank
11.2008 - 10.2010
- Provided excellent customer service in a high-volume banking environment, including cash handling and account inquiries
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Greeted customers with professionalism and friendly and courteous demeanor
- Contributed to fraud detection support, documenting suspicious activity and reporting flagged transactions
- Drafted currency and transaction reports at close of each business day, including managing the vault
Education
High School Diploma -
Brea Olinda High School
06.2002
Skills
- Patient Care
- Scheduling Management
- Insurance Authorizations
- Multitasking Abilities
- Goal Setting
- HIPAA Compliance
- Patient Referrals
- Strong Organization
- Cash Handling
- Problem-solving
- Call management
- Schedule management
- Customer service
- Organizational skills
- Relationship building
Timeline
MRCC Agent
Blue Federal Credit Union HQ
11.2024 - Current
Procedure Scheduler
Digestive Health Associates
01.2015 - 03.2024
Bank Teller
Cheyenne State Bank
04.2013 - 01.2014
Veterinary Receptionist
Cheyenne Pet Clinic
02.2012 - 03.2013
Dental Receptionist
Cheyenne Family Dental
11.2010 - 10.2012
Bank Teller
First Interstate Bank
11.2008 - 10.2010
High School Diploma -
Brea Olinda High School
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