Tamika PetitFrere
Washington,IN
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
9
9
years of professional experience
Work History
Patient Access Representative
Daviess Community Hospital
08.2022 - Current
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Educated patients on importance of preventive health care and insurance coverage.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Facilitated communication between patients and various departments and staff.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Providing excellent customer service by promptly answering patient inquiries.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Customer Service Representative
Iqor
01.2019 - 05.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed and updated databases to handle customer data.
- Cross-trained and provided backup support for organizational leadership.
Trainer
McDonald's Restaurant
04.2015 - 10.2020
- Improved employee performance by designing and implementing effective training programs.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Increased employee satisfaction by introducing flexible learning options such as self-paced courses and remote workshops.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Monitored participant workflow and behaviors throughout training process.
- Developed individualized training plans to achieve staff readiness.
- Educated clients on proper use of products and systems.
- Introduced standardized training for cohesive learning environments.
- Identified and recommended staff for key positions and departments.
- Contributed to reductions in employee turnover by revamping training programs.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
Education
No Degree -
Broward College
Fort Lauderdale, FL08.2021
High School Diploma -
WHIDDON ROGER
Fort Lauderdale, FL07.2017
Skills
- Patient Education
- Multitasking and Organization
- Financial Procedures Adherence
- Work Quality Evaluation
- HIPAA Compliance
- Insurance Verification
- Registration and Admissions
- Patient Check-In
- Customer Service
- Phone and Email Etiquette
- Information Collection
- Team Collaboration
- Payment Processing
- Money Handling
- System Updating
- Insurance Billing
- Computer Proficiency
- Multitasking
Languages
French
Professional Working
Timeline
Patient Access Representative
Daviess Community Hospital
08.2022 - Current
Customer Service Representative
Iqor
01.2019 - 05.2022
Trainer
McDonald's Restaurant
04.2015 - 10.2020
No Degree -
Broward College
High School Diploma -
WHIDDON ROGER
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