Stephanie Reed
Stockbridge,United States
Summary
Smart and responsible liaison with strong interest in fostering communication and collaboration. Proactive in identifying issues with utmost confidence in practical solutions. Highly motivated and determined to make meaningful contributions to organization.
Overview
16
16
years of professional experience
Work History
Service Associate, Medical Records
Kaiser Permanente
06.2016 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Maintained patient confidence by keeping patient records information confidential.
- Processed medical records requests from outside providers according to facility, state, and federal law.
TSC/Customer Service Coordinator
Kaiser Permanente
06.2016 - 05.2024
- Under limited supervision provides clerical support to Physicians and staff.
- Receives triages, and responds to telephone calls from members involving medical and administrative requests, including referrals, forms, letters, test results and facilitation of next steps with physicians, nurses, other departments and other outside providers.
- Documents all calls and requests from members in the appropriate system, including the electronic medical record.
- Prepares and processes customer requests which require further
review or approval within the electronic medical record for completion by appropriate health care providers. - Follows up on telephonic and electronic messages regarding member requests. Completes outgoing phone calls, including follow-up instructions left by providers in the patient's medical record.
Provided primary customer support to internal and external customers in fast-paced environment. - Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collect copay/coinsurance payments from members who receive radiology studies while being treated in the ACC.
- The TSC/CSC completes the check-in process for members who need radiology studies.
- The TSC/CSC schedules follow-up appointments with primary care, radiology, or specialties for members being treated in the ACC.
Patient Care Tech/Unit Secretary/Lead Preceptor
Northside Hospital Atlanta
06.2009 - 06.2016
- Managed incoming calls and directed them to the appropriate department.
- Supported office staff and operational requirements with administrative tasks.
- Maintained rapport with physicians, nurses, and other healthcare personnel.
- Obtain and record vital signs on mother/baby, intake output amounts, or other measures in EMR (McKesson) as designated.
- Assist mothers with breastfeeding, and provide patient education about infant and self-care.
- Assist nurses/doctors with labs and surgical procedures.
- Collect blood specimens from mother/baby for blood glucose and PKU tests.
- Transports patients, equipment, & specimens throughout the hospital.
- Maintains technical training in the use of equipment pertinent to the specific area.
- Provides customer service support to patients, guests, and staff by answering telephones, taking messages, and routing calls to appropriate individuals.
- Coaches and trains new associates in appropriate clinical duties.
Education
BBA - Finance
Walsh College of Accountancy And Business Administration
Troy, MIAssociate of Arts - Business Administration
Oakland Community College
Bloomfield Hills, MISkills
- Appointment Scheduling
- Advanced Microsoft Office
- Call Center Environment
- Strong Written and Verbal Communication
- Analytical and Problem Solving
- Customer Service Excellence
- Phone Etiquette
- Conflict Resolution Skills
- Medical Terminology
- EPIC (PACS, PaymentMate, ASAPetc)
- Cash Handling
- Familiar with HIPAA Guidelines
Timeline
Service Associate, Medical Records
Kaiser Permanente
06.2016 - Current
TSC/Customer Service Coordinator
Kaiser Permanente
06.2016 - 05.2024
Patient Care Tech/Unit Secretary/Lead Preceptor
Northside Hospital Atlanta
06.2009 - 06.2016
BBA - Finance
Walsh College of Accountancy And Business Administration
Associate of Arts - Business Administration
Oakland Community College
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