Summary
Overview
Work History
Education
Timeline
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Sheila Markland

Winston-Salem,NC

Summary

Exceptional customer service skills, ensuring long-term profitable business relationships and referrals. Strong analytical and problem-solving skills: Excel at dissecting situations to locate the most productive/win-win solution for my customer, team and company. Highly goal-oriented and results-driven; consistently focused on exceeding expectations with all assigned projects and tasks. More than 10 years of professional experience with corporate mainframe computer data processing center. Thrive on challenge, believing all things are possible when one takes ownership and invests deeply in a positive outcome.

Experienced with patient services coordination, ensuring efficient and accurate management of patient schedules and information. Utilizes strong communication and organizational skills to enhance patient satisfaction and office efficiency. Track record of maintaining confidentiality and providing excellent patient service.

Overview

36
36
years of professional experience

Work History

Patient Service Coordinator

Wake Forest Baptist Health
02.2009 - Current
  • Utilizes computer programs and follows established guidelines to schedule, update, and cancel appointments.
  • Follows departmental policies and procedures to assure completeness and accuracy of registration data. Ensures accurate billing and statistical information and maintains accurate authorization records.
  • Coordinates with co-workers to accomplish departmental work assignments. Strives to meet or exceed target for abandoned call rates.
  • Ensures coordination of patient care and flow of information by promptly screening calls, delivering clear and concise messages to appropriate party, appropriately documenting patient scheduling information, and effectively communicating with ambulatory clinical departments.
  • Ensures coordination of patient care documentation by assisting with completion of forms following established guidelines, maintaining current knowledge of insurance documentation and authorization requirements, and obtaining referring clinic documentation.

Customer Service Representative II

Wake Forest Baptist Health
11.2007 - 02.2009
  • Provide information and guidance to external and internal customers, as the first point of contact in medical facility's Service Response Center.
  • Perform at peak levelsconstantly multi-taskingin a fast-paced call center.
  • Receive and process emergency calls, dispatching appropriate department or staff member to resolve the issue.
  • High levels of knowledge of technical support and customer care applications, such as Epic, Carecast, Teletracking, ISIS and Health Touch.
  • Take great pride in providing exceptional service, by going the extra mile to ensure successful outcomes and customer satisfaction.
  • Assisted patients with inquiries, ensuring timely and accurate information delivery.

Supervisor/Service Center Analyst

Electronic Data Systems
11.1989 - 01.2006
  • Managed all technical hardware and software operations on a daily basis.
  • Prioritized and assigned projects and work activities to team members, toward achieving departmental and organizational goals.
  • Monitored individual and team activities and results, providing on-going training, support and mentoring.
  • Evaluated employees' performance and levels of achievement on a daily basis.
  • Prepared employee performance reviews, scheduling one-on-one meetings to affirm exceptional performance and recommend methods to improve results.
  • Advised subordinates on technical problems, priorities and solutions.
  • Maintained records to document machine performance and production levels.

Education

Associate of Applied Science Degree - Microcomputer Systems Technology

Forsyth Technical Community College
Winston-Salem, NC

Timeline

Patient Service Coordinator

Wake Forest Baptist Health
02.2009 - Current

Customer Service Representative II

Wake Forest Baptist Health
11.2007 - 02.2009

Supervisor/Service Center Analyst

Electronic Data Systems
11.1989 - 01.2006

Associate of Applied Science Degree - Microcomputer Systems Technology

Forsyth Technical Community College

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Sheila Markland