Tabitha Olivan
Odessa,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Patient Services Supervisor
Texas Tech Family Medicine
Odessa, TX
10.2023 - Current
- Developed and implemented patient services policies and procedures.
- Coordinated with healthcare providers to ensure quality care for patients.
- Provided training and guidance to staff on customer service standards and practices.
- Maintained accurate records of patient visits, treatments, billing information, and other pertinent data.
- Resolved customer complaints in a timely manner while maintaining positive relationships with customers.
- Ensured that all necessary paperwork was completed accurately prior to patient discharge or transfer.
- Established performance goals for staff members and provided feedback on progress towards achieving those goals.
- Collaborated with other departments within the organization to coordinate support services for patients.
- Participated in meetings with department heads regarding changes in policies or procedures affecting patient care.
- Scheduled appointments for patients as needed according to their individual needs.
- Provided oversight of front desk operations such as scheduling appointments, registering new patients, collecting payments.
- Evaluated staffing needs based on projected volumes of patients and managed personnel accordingly.
- Conducted interviews with prospective employees for positions within the Patient Services Department.
- Developed strategies for improving customer service levels across the organization.
- Supervised daily operations within the Patient Services Department ensuring adherence to organizational standards.
- Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
- Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork.
- Answered telephone calls to schedule appointments and answer patient questions.
- Communicated with patients with compassion while keeping medical information private.
- Explained policies, procedures and services to patients.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Recruited, hired and trained new patient service specialists.
- Managed changes in integrated health care such as TCM, delivery systems and technological innovations while keeping focus on quality of care.
- Planned and implemented a CPM program for Family Medicine, supporting personnel administration and training.
Section Coordinator
TTUHSC
Odessa, Texas
03.2023 - 10.2023
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Coordinated day-to-day operations of the section, ensuring that all activities are completed on time;.
- Managed communications between the section head and other departments;.
- Organized team events to promote a positive work environment.
- Conducted regular training sessions for staff members on new software programs or processes.
- Maintained calendars of upcoming events, meetings and deadlines.
- Facilitated communication between different departments in order to resolve issues quickly.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Provided academic support to faculty members, staff and students.
- Organized and maintained faculty documents, such as curriculum vitae, course syllabi.
- Coordinated meetings between faculty members and other administrative staff.
Faculty Coordinator
TTUHSC
Odessa, Texas
09.2016 - 03.2023
- Maintained accurate records of faculty workloads, assignments, leaves of absences and other personnel information.
- Conducted orientations for new faculty members on university policies and procedures.
- Facilitated communication between departmental chairs and directors regarding curricular changes or updates.
- Created training materials for faculty members on best practices related to instructional delivery methods.
- Collaborated with faculty members on various research projects.
- Generate Faculty Schedules in Qgenda
- Handle all CME Purchases
- I help keep all outlook schedules up to date
- Maintain all faculty licenses and memberships renewals
- Coordinate all meetings for certain groups and monthly meetings for the department
- Submit all travel/mileage reimbursements
- Order all food for meetings
Coordinator
TTUHSC
Odessa, Texas
09.2013 - 08.2016
- Assisted in the development of referral processes and procedures.
- Conducted outreach to community providers for referrals and resources.
- Maintained accurate records of all referrals, including contact information and follow-up activities.
- Provided feedback on relevant referral trends, issues, and best practices.
- Monitored patient progress throughout the referral process.
- Resolved conflicts between referring physicians and receiving providers.
- Participated in regular meetings to discuss referral strategies, network expansion, and program performance metrics.
- Collaborated with internal departments to ensure smooth transitions for referred patients.
- Performed data entry related to referrals into electronic health record systems.
- Advised staff on appropriate protocols when making a referral.
- Communicated regularly with patients regarding their care plans following a referral.
- Assisted in training new employees on the organization's policies for making referrals.
- Provided guidance on how to make successful referrals based on individual patient needs.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Reviewed demographic, clinical and insurance information before sending to referred specialists.
- Reviewed referral details and expectations with providers and patients and requested new referrals when necessary.
- Answered questions and resolved concerns raised by both patients and specialists.
- Prioritized referrals according to urgency and adhered to appropriate referral deadlines.
- Performed additional office duties, handling patient service inquiries and receiving payments.
- Reviewed data obtained from referring physicians for completeness and accuracy.
Sr Patient Service Specialist
TTUHSC
Odessa, Texas
10.2012 - 10.2013
- Greeted patients, collected personal and insurance information, verified insurance coverage and obtained authorizations for services.
- Scheduled patient appointments, updated patient records, maintained accurate documentation in the paper charts.
- Supervised all front staff in their daily duties
- Scheduled patient appointments, updated patient records, maintained accurate documentation in the electronic health record system.
- Processed payments for services rendered by completing credit card authorization forms and accurately documented all financial transactions.
- Provided excellent customer service to ensure a positive experience for all customers.
- Coordinated care between multiple departments to ensure timely delivery of services to patients.
- Communicated effectively with other healthcare professionals regarding patient care needs or concerns.
- Escalated complex customer service issues to the appropriate personnel in a timely manner.
- Facilitated communication between staff members, physicians, patients and their families.
- Managed daily operations such as scheduling, registration, filing paperwork and answering phones.
- Assisted in training new hires on policies and procedures related to patient service processes.
- Ensured HIPAA compliance throughout all interactions with patients and their families.
- Participated in process improvement initiatives aimed at streamlining workflow and improving efficiency.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Answered patient questions and fielded complaints to resolve issues.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Referred patients to appropriate professionals and services.
- Ran credit card batches and balanced deposits on daily basis.
- Collaborated with clinical and administrative staff to meet patient needs.
- Explained policies, procedures and services to patients.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
Patient Service Specialist
TTUHSC
Odessa, Texas
07.2007 - 09.2012
- Greeted patients upon arrival and verified patient information.
- Provided assistance with completing paperwork, such as insurance forms.
- Answered incoming calls and responded to inquiries in a timely manner.
- Scheduled appointments and managed patient records using paper charting.
- Processed payments from patients, including cash, check, or credit card transactions.
- Performed administrative tasks such as filing, faxing documents, copying materials, and other clerical duties as needed.
- Provided general customer service support by answering questions about services provided by the practice.
- Maintained knowledge of current insurance requirements for billing purposes.
- Collected co-pays at time of visit according to office policy.
- Prepared daily deposits for processing and reconciled accounts receivable.
- Maintained strict confidentiality when dealing with sensitive information.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Explained policies, procedures and services to patients.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
Education
Odessa High School
Odessa, TX05.2007
Skills
- Staff Management
- Budget Management
- Team Building
- Project Planning
- Schedule Management
- Process Improvement
- Customer Service
- Employee Development
- Decision-Making
- Good Judgment
- Schedule Oversight
- Strategic Planning
- Computer Skills
- Scheduling and Coordinating
- Staff Training
- Managing Operations and Efficiency
- Teamwork and Collaboration
- Negotiation and Conflict Resolution
- Team Leadership
- Customer Relationship Management
- Training and Development
- Documentation and Reporting
- Administration and Reporting
- Work Planning and Prioritization
- Strong leadership
- Process Implementation
- Information Systems Development
- Employee Recruitment and Hiring
- Employee Work Scheduling
- Employee Training Program
- Employee Performance Evaluations
- Employee Supervision
Training
- Super User for CPM scheduling system
References
References available upon request.
Timeline
Patient Services Supervisor
Texas Tech Family Medicine
10.2023 - Current
Section Coordinator
TTUHSC
03.2023 - 10.2023
Faculty Coordinator
TTUHSC
09.2016 - 03.2023
Coordinator
TTUHSC
09.2013 - 08.2016
Sr Patient Service Specialist
TTUHSC
10.2012 - 10.2013
Patient Service Specialist
TTUHSC
07.2007 - 09.2012
Odessa High School
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