STEPHANIE HARDISON
FRANKLIN,TN
Summary
Medical Receptionist with over 13 years of experience in customer service and healthcare settings, adept at enhancing patient and customer satisfaction. Demonstrates proficiency in call center operations, data evaluation, and payer system knowledge, with a strong focus on active listening and clerical support. Passionate about leveraging extensive expertise to contribute to organizational success and foster a supportive environment.
Overview
13
13
years of professional experience
Work History
MEDICAL RECEPTIONIST
Vanderbilt University Medical Center
01.2024 - Current
- Fostered a welcoming environment for patients, enhancing their experience and promoting a positive atmosphere within the clinic.
- Streamlined patient check-in processes, leading to noticeable improvements in operational efficiency and patient satisfaction.
- Coordinated with medical staff and patients to ensure seamless communication, enhancing service delivery and overall care.
- Maintained accurate patient records and data entry, supporting compliance and improving retrieval times for medical professionals.
- Cultivated a patient-centric atmosphere, fostering trust and encouraging open communication to enhance overall patient experience.
CUSTOMER CARE EXPERT
T-Mobile
09.2022 - 01.2023
- Resolve customer inquiries efficiently, enhancing satisfaction and loyalty.
- Manage high call volumes, ensuring prompt and effective service.
- Utilize conflict resolution skills to address and solve customer issues.
- Provide detailed product information, fostering informed customer decisions.
- Provided exceptional customer service by addressing inquiries and concerns, fostering trust and loyalty among clients.
- Resolved customer complaints efficiently, leading to noticeable improvements in customer satisfaction scores.
SR RECOVERY RESOLUTION ANALYST
Optum
09.2018 - 08.2022
- Facilitated recovery of overpayments by liaising with providers via multiple communication channels.
- Streamlined financial reporting with daily spreadsheets, enhancing accuracy and efficiency.
- Investigated and pursued recoveries, ensuring comprehensive understanding of patient service payments.
- Coordinated with healthcare providers to recover overpayments, enhancing cash flow and strengthening financial health for the organization.
- Developed a comprehensive daily reporting system, reducing time spent on financial reconciliations and improving overall accuracy.
- Analyzed recovery metrics to identify trends, enabling targeted strategies that resulted in a marked increase in successful recoveries.
- Facilitated communication between departments to ensure seamless information flow, leading to quicker resolution of recovery cases.
- Demonstrated strong interpersonal skills by effectively liaising between patients and providers, fostering trust and enhancing service satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
PASI
11.2015 - 08.2018
- Managed large amounts of inbound and outbound calls in a timely manner for multiple medical facilities.
- Transferred to PCU, the Physician's Collections Unit, collecting on patient accounts.
- Called on past due accounts daily.
- Resolved problems on accounts daily and re-filed accounts with new insurance information.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.Provided exceptional customer service by addressing inquiries and resolving issues, fostering trust and loyalty among clients.
- Handled high volumes of calls efficiently, enhancing communication flow and ensuring timely resolution of patient account inquiries.
- Analyzed patient account data to identify discrepancies, implementing corrective actions that improved billing accuracy and reduced errors.
- Worked closely with the Physician's Collections Unit to streamline account transfers, resulting in faster collection times and improved cash flow.
- Developed a tracking system for past due accounts, leading to noticeable gains in collections and a more organized follow-up process.
- Managed high volumes of inbound and outbound calls, ensuring timely resolution of patient inquiries and enhancing overall communication efficiency.
MENTAL HEALTH SPECIALIST
Rolling Hills Hospital
04.2014 - 05.2015
- Provided care and counseling to patients with mental health and substance issues, enhancing recovery outcomes.
UNIT SECRETARY / NURSE TECHNICIAN
10.2012 - 04.2014
- Transcribed medical orders, ensuring accuracy in patient care documentation.
- Facilitated timely communication of nursing needs, enhancing team efficiency.
- Utilized medical terminology to support seamless care coordination.
- Resolved discrepancies in medical orders, improving patient safety.
- Contributed to a cohesive healthcare environment, supporting patient outcomes.
- Facilitated seamless communication between nursing staff and physicians, enhancing patient care coordination and ensuring timely interventions.
- Managed patient records and appointment scheduling, significantly reducing administrative errors and improving overall efficiency in unit operations.
- Assisted nursing teams by preparing medical supplies and equipment, fostering a well-organized environment that allowed for focused patient care.
- Monitored and documented vital signs accurately, providing critical data that enabled timely decision-making and improved patient outcomes.
Education
GED - undefined
Columbia State Community College
Columbia, TNSkills
- Microsoft Excel and Word
- RightFax proficiency
- Claims and payer expertise
- Healthcare experience
- Credit card processing
- Call center operations
- Data analysis
- Clerical support
- Inbound and outbound communication
- Customer relationship management
- Active listening
- Insurance verification
- Medical billing
Timeline
MEDICAL RECEPTIONIST
Vanderbilt University Medical Center
01.2024 - Current
CUSTOMER CARE EXPERT
T-Mobile
09.2022 - 01.2023
SR RECOVERY RESOLUTION ANALYST
Optum
09.2018 - 08.2022
CUSTOMER SERVICE REPRESENTATIVE
PASI
11.2015 - 08.2018
MENTAL HEALTH SPECIALIST
Rolling Hills Hospital
04.2014 - 05.2015
UNIT SECRETARY / NURSE TECHNICIAN
10.2012 - 04.2014
GED - undefined
Columbia State Community College
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