Sherri Burleson-Napier
Grand Rapids,MI
Summary
Skilled employee with a positive attitude and extensive experience managing the patient scheduling process. A respectful Patient Representative known for answering questions, listening to issues and being attentive to details.
Motivated professional offering Associates Degree in Applied Sciences. Adds value to any organization in need of great collaboration, interpersonal, and multitasking abilities. Meets tight deadlines every time.
Overview
33
33
years of professional experience
Work History
Medical Office Assistant
Cancer and Hematology
Grand Rapids, MI
09.2023 - Current
- Greeted patients and visitors in a professional and friendly manner.
- Scheduled patient appointments, answered incoming calls, and assisted with inquiries.
- Ensured that all required paperwork was completed accurately prior to submitting it for processing.
- Followed HIPAA guidelines to ensure confidentiality of patient information.
- Processed referrals for specialist visits or diagnostic tests.
- Scheduled appointments for patients via phone and in person.
Patient Scheduling Representative II
Mercy Health
Grand Rapids, MI
11.2020 - 08.2023
- Scheduled appointments and sent out appointment reminders to patients for upcoming visits.
- Promoted patient data confidentiality by following strict rules and regulations endorsed by facility.
- Spoke to patients to determine if personal data or insurance information had changed.
- Trained new co-workers in how to schedule patients.
Customer Service Representative
MED-1 Occupational Health Services
Grand Rapids, MI
04.2015 - 10.2020
- Assisted doctors in making sure their patients were scheduled for procedures they ordered for them.
- Documented conversations with work compensation adjusters to track requests, problems and solutions.
- Upheld strict HIPPA policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions when working with their employees.
- Made outbound calls to obtain claim information from employers and work compensation companies.
- Created and implemented process improvements to reduce workloads and bolster efficiency.
Cooperative Assistant/Sales Support Specialist
Zondervan Publishing
Grand Rapids, MI
05.2005 - 11.2015
- Met performance standards consistently for answer rate, handle time and service quality.
- Educated customers on new product.
- Supplied stores with necessary product for catalog promotions.
- Made sure that stores were meeting the requirements for their co-op funds.
- Processed all co-op advertisement claims.
Customer Service Representative
Zondervan Publishing
Grand Rapids, MI
09.1998 - 05.2005
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Made outbound calls to obtain account information.
- Educated customers on special pricing opportunities and company offerings.
- Trained new employees on procedures and policies to maximize team performance.
Store Manager
Family Christian Stores
Kalamazoo, MI
05.1991 - 08.1998
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw store operations while generating $300,000 in yearly sales.
Education
Associate of Applied Science - Medical As
Baker College
05.2018
Skills
- Patient Confidentiality and Data Security
- Helpful and Service-Oriented
- Communicating to Patients and Families
- Patient Service and Assistance
- Attention to Detail
- Building Rapport and Credibility
- Registration and Scheduling
- Caring and Empathetic
- Organized and Detail-Oriented
- Multitasking and Organization
- Computer Skills
- HIPAA Compliance
- Phone and Email Etiquette
- EMR Software
- Appointment Scheduling
- Patient Scheduling
- Patient Referrals
References
References available upon request.
Timeline
Medical Office Assistant
Cancer and Hematology
09.2023 - Current
Patient Scheduling Representative II
Mercy Health
11.2020 - 08.2023
Customer Service Representative
MED-1 Occupational Health Services
04.2015 - 10.2020
Cooperative Assistant/Sales Support Specialist
Zondervan Publishing
05.2005 - 11.2015
Customer Service Representative
Zondervan Publishing
09.1998 - 05.2005
Store Manager
Family Christian Stores
05.1991 - 08.1998
Associate of Applied Science - Medical As
Baker College
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