Sheila Markland
Winston-Salem,NC
Summary
Professional healthcare coordinator prepared for this role. Skilled in managing patient interactions, scheduling, and administrative tasks. Strong focus on team collaboration and achieving results. Reliable, adaptable, and skilled in communication and problem-solving.
Overview
18
18
years of professional experience
Work History
Supervisor/Service Center Analyst
Electronic Data Systems
Winston-Salem, NC
11.1989
- 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.
Patient Service Coordinator
Advocate Health Wake Forest Baptist
Winston-Salem, NC
02.2009 - Current
- Oversaw patient appointment scheduling and managed cancellations, reschedules, and additions to optimize clinic operations. Gathered demographic and insurance details while verifying insurance coverage for patients.
- Assisted in identifying emergent calls based on information from callers and department procedures. Supported immediate transfer of calls to registered nurses for triaging. Maintained competency in guidelines for emergency situations and critical call handling.
- Assisted patients by identifying their needs during calls, facilitating triage scheduling, rescheduling, and appointment cancellations. Processed medication refill requests for evaluation and communicated with providers as necessary. Aimed to minimize abandoned call rates through effective call management.
- 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 maintaining current knowledge of insurance documentation and authorization requirements, and obtaining referring clinic documentation.
- Contributed to a positive clinic environment by consistently displaying compassion, empathy, and professionalism when interacting with patients.
Customer Service Representative II
Wake Forest Baptist Health
Winston-Salem, NC
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.
Education
Associate of Applied Science Degree - Microcomputer Systems Technology
Forsyth Technical Community College
Winston-Salem, NCSkills
- Client support
- Effective listening
- Analytical reasoning
- Detail-oriented data entry
- Customer service experience
- Effective telephone communication
Timeline
Patient Service Coordinator
Advocate Health Wake Forest Baptist
02.2009 - Current
Customer Service Representative II
Wake Forest Baptist Health
11.2007 - 02.2009
Supervisor/Service Center Analyst
Electronic Data Systems
11.1989
Associate of Applied Science Degree - Microcomputer Systems Technology
Forsyth Technical Community College