Tamar Gardner
Mayo Clinic
Jacksonville,USA
25
years of professional experience
Customer Service Representative bringing top-notch skills in verbal and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Work History
Registration Representative
1 Year 2 Months- Responsible for the accurate check-in/ admissions/ registration of incoming patients in the hospital or ED setting.
- Verification of patient demographics information,collection of insurance data, the identification and or creation of appropriate accounts.
- In person registration requires walking to patient location throughout the emergency department or hospital.
- Position requires good written / verbal communication skills, proper phone etiquette and prior desk, appointment or secretarial experience.
Patient Appointment Service Specialist
1 Year- Independently create a new patient chart by gathering demographics, diagnosis information and insurance.
- Ensure patients’ demographic information is current.
- Obtain and Verify insurance is participating with Mayo clinic.
- Upload medical records to document viewer.
- Process referral received via Right fax or email.
- Contact patients to verify information received on referral is accurate and make necessary corrections.
- Contact Social Worker at Dialysis clinic or RPO if additional information is need for patients
- Schedule patient for appointments one approved by triage and finance.
Desk Operations Specialist
11 Months- -Facilitates scheduling and rescheduling of patient visits and coordinates complex appointment schedules within multiple medical specialty practices.
- -Serves as direct contact and resources to the patient and medical care teams.
- -Obtains or verifies patient demographics, medical insurance information, processes financial screenings and reviews appointment preparation instructions with the patient.
- -Proficiently and professionally communicates and operates through multiple communication avenues including electronically and verbally and must consistently meet or exceed service level standards.
- -Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials.
- -Skillfully navigates through multiple electronic applications, devices, and medical equipment
Patient Service Specialist
9 Months- -Check patients in for scheduled consultation or procedure.
- -Scan and update insurance info as needed
- -Prepare patients for procedures by printing label, applying medical wristbands and a copy of Consent form
- -Completing a defer-patient appointment list as needed
- -Guiding patients and visitors smoothly through their visits.
- -Assist patients with scheduling questions and concerns
- -Answer phone calls as needed
- -Make sure the lobby is clean
- -Provide premium customer service experience.
6 Months
- -Analytical and critical thinking skills assuming responsibility and taking ownership until resolution achieved.
- -Organizational/prioritization skills to be able to work in a multitasking environment.
- -Ability to manage multiple levels from low to high priority tasks ensuring all deadlines is met.
- -Learning style that can adapt quickly to meet the needs of the business.
- -Commitment to achieving important levels of service excellence and ability to work independently or within a team.
- -The ability to embrace continuous learning and customer service expectations in an environment that is constantly changing.
- -Experience with Word, Excel, Salesforce CRM, and IBM’s AS/400 is an asset along with keyboarding skills.
- -Ability to diagnose and resolve technical issues with operating systems, Internet browsers, and our customer internet-based system.
3 Months
- -Sit with patients to provide a safe environment for individuals who need constant observation.
20 Years 4 Months
- -Work closely with internal teams to ensure accurate cash applications and financial adjustments.
- -Assist servicing teams in resolving cash application related customer service issues.
- -Work with a servicing team and management to ensure suspense items are resolved within 30-60 days.
- -Ensure CitConnect tickets are processed within 72 hours.
- -Work closely with vendors to ensure misdirected payments are researched and submitted on a timely basis and responsible for sending out misdirected wire to several vendors weekly.
- -Run and track daily Cash metrics and report any inconsistencies to management.
- -Record and track quality assessment scores for team members and provide feedback to reduce errors and improve processes and performance to ensure quality of work.
3 Months
- -Conducts initial assessment, interim adjustments and re-examination reviews regarding program eligibility and takes appropriate actions in accordance with established procedures and HUD regulations.
- -Interviews applicants to determine eligibility or continued eligibility for housing.
- -Obtains income and other required verification.
- -Conducts background screening, as needed.
- -Explains procedures for locating housing and provides listings showing vacant units.
- -Facilitate leasing of property.
- -Makes offers of housing to applicants in accordance with established procedures and regulations or provides clients with listings when requested.
- -conduct orientations or briefing sessions to familiarize clients with the different programs.
- -Generates weekly reports based on the caseload.
- -Performs rental subsidy calculations.
- -Orders inspections
- -Engages in dialogue with Property Owners about the units.
- -Assist in the overall operation of departments!
- -Responds to oral and written inquiries and requests from clients.
- -Does assist clientele in any capacity needed within the department, as needed.
- -Schedules hearings and participates in hearings as needed.
- -Inputs information in computer and updates information periodically, as an interim change
- -Prepare departmental correspondence in accordance with established procedures using the computer.
- -Attend all meetings as required.
- -Provided a variety of finance options for customers and vendors whose contracts were delinquent.
- -Managed inbound and outbound calls with the objective of collecting delinquent accounts.
- -Researched, analyzed, and settled all customer billing disputes.
- -Negotiated settlements and established promise to pay.
- -Adjusted and resolved customer invoicing and contracts via CS Connect and QDS (Quality Digital Solutions) Systems
- -Acted as liaison for vendor accounts.
- -Completed financial adjustments and resolved contract/billing/invoice discrepancies sent by collections via LEWAN.
- -Effectively managed a high volume of inbound and outbound calls.
- -Provided excellent customer service while consistently exceeding productivity standards.
Education
High School Diploma
Skills
Call center experience
Scheduling coordination
Exceptional organization
Time management expertise
HIPAA compliance
Medical terminology expertise
Payment collection
Critical thinking
Billing support
Active listening
Team collaboration
Timeline
Registration Representative
Mayo Clinic
08.2025 - CurrentRead More
Patient Appointment Service Specialist
Mayo Clinic
08.2024 - 08.2025Read More
Desk Operations Specialist
Mayo Clinic
08.2023 - 07.2024Read More
Patient Service Specialist
Mayo Clinic
11.2022 - 08.2023Read More
Jacksonville Housing Authority
08.2022 - 11.2022Read More
McKesson Medical
01.2022 - 07.2022Read More
Sitter, UF Health
08.2021 - 11.2021Read More
Senior Cash Administrator, CIT
04.2001 - 08.2021Read More
Collections Representative, CIT
Read More
Customer Service Resolution Specialists, CIT
Read More
Andrew Jackson High School
High School Diploma
Read More