Tamera Harwood
Pinckney
Summary
Highly skilled and customer service-focused project manager with strong leadership abilities, analytical problem-solving, and decision-making skills. Successfully completed certificates in A3 Problem Solving for Clinical Leaders and LEAN Healthcare courses through Michigan Medicine, demonstrating commitment to continuous improvement in the healthcare industry. Expertise in statement reconciliation, accounts payable, and accounts receivable, ensuring efficient management of financial processes. Dedication to delivering exceptional results and effective team leadership make me a valuable asset in any project management role.
Overview
15
15
years of professional experience
Work History
Patient Services Intermediate
Brighton Center for Specialty Care
04.2022 - Current
- Managing authorization approvals with insurance companies and VA, establishing professional relationships
- Devised & implemented a patient complaint process to guarantee timely follow through and resolution, improving customer satisfaction ratings we well as turning issues and goals into solutions and service that ensures optimal patient satisfaction
- Onboarding and training of new clerical team members by detailing policies, procedures, and office guidelines, fostering a supportive relationship between new and existing team members
- Formulated a workflow process to ensure billing is submitted on schedule increasing current assets
- Assisting ophthalmology patients with scheduling appointments and procedures, answering benefit and billing questions; providing excellent customer service
Patient Services Associate
Dexter Health Center / Cancer Center
04.2016 - 04.2022
- Developed & managed improvement projects to enhance patient experience and reduce clerical errors
- Modified check in / check out and scheduling process to improve patient satisfaction
- Aided in maintaining the highest patient satisfaction scores in the Family Medicine Department with Michigan Medicine
Teller Supervisor/ Bank Teller
PNC Bank
05.2010 - 04.2016
- Operations management to support the team with ensuring complete customer satisfaction
- Analyzed customer survey results to improve processes and training material for team
- Managed monthly customer satisfaction goals
- Created an engaged team-based environment with recognition and improved team engagement/motivation
Education
Master of Science - Program Management, Psychology in the workplace, Organizational Behavior and Performance
University of Michigan
Dearborn, MI04.2021
Bachelor’s Degree - Business Administration Management
Cleary University
Ypsilanti, MI05.1987
Skills
- Positive Interpersonal Skills
- Collaborative Teamwork
- Customer Engagement
- Analytical Problem-Solving
Timeline
Patient Services Intermediate
Brighton Center for Specialty Care
04.2022 - Current
Patient Services Associate
Dexter Health Center / Cancer Center
04.2016 - 04.2022
Teller Supervisor/ Bank Teller
PNC Bank
05.2010 - 04.2016
Bachelor’s Degree - Business Administration Management
Cleary University
Master of Science - Program Management, Psychology in the workplace, Organizational Behavior and Performance
University of Michigan
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