Tammy Ard
Ponder,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Proven ability to maintain HIPAA compliance while delivering empathetic service. Adept at multitasking and problem-solving in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Contact Center Specialist II (Remote)
Baylor Scott & White – The Heart Hospital
11.2023 - Current
- Handle high-volume inbound calls in a fully remote environment while maintaining quality and productivity standards
- Schedule, confirm, and coordinate patient appointments using electronic scheduling systems
- Verify insurance eligibility and patient demographics to support accurate registration and billing
- Accurately enter and update patient information in EHR systems while ensuring HIPAA compliance
- Deliver consistent, professional, and empathetic customer service to patients and caregivers
Contact Center Specialist I (Remote)
Baylor Scott & White – Denton Heart Group
10.2020 - 11.2023
- Provided remote administrative support for a busy cardiology practice
- Managed incoming calls, appointment scheduling, and patient inquiries
- Verified insurance information and maintained accurate electronic records
- Worked independently while meeting performance metrics and service-level expectations
Physician Office Representative
Baylor Scott & White – Denton Heart Group
06.2017 - 10.2020
- Supported front-office operations including scheduling, phone support, and patient registration
- Ensured accuracy of insurance and demographic documentation
- Delivered patient-focused service in a high-volume healthcare setting
Human Resources Manager
Town of Trophy Club
01.2015 - 07.2015
- Managed confidential employee data and HR operations with minimal supervision
- Advised leadership on employee relations, policy compliance, and performance management
- Administered benefits programs and coordinated recruitment activities
Town Secretary / Human Resources Manager
Town of Trophy Club
09.2013 - 01.2015
- Oversaw administrative operations, public records, and compliance documentation
- Prepared official agendas, minutes, and legal records with a high degree of accuracy
- Managed multiple priorities independently while meeting statutory deadlines
Education
Associate Degree -
Tarrant County College
05.2017
Skills
- Remote work and time management
- High-volume call handling
- Virtual patient scheduling and registration
- Insurance verification and documentation
- Electronic Health Records (EHR)
- HIPAA compliance
- Microsoft Office and Virtual Systems
- Multitasking in fast-paced environments
- Professional phone and written communication
- Independent and self-directed work style
- Problem solving
- Performance metrics
- Inbound phone calls
- Calm disposition
Timeline
Contact Center Specialist II (Remote)
Baylor Scott & White – The Heart Hospital
11.2023 - Current
Contact Center Specialist I (Remote)
Baylor Scott & White – Denton Heart Group
10.2020 - 11.2023
Physician Office Representative
Baylor Scott & White – Denton Heart Group
06.2017 - 10.2020
Human Resources Manager
Town of Trophy Club
01.2015 - 07.2015
Town Secretary / Human Resources Manager
Town of Trophy Club
09.2013 - 01.2015
Associate Degree -
Tarrant County College