Tamara Hiatt
American Fork,UT
Summary
Proactive professional with over 10 years in patient services, skilled in effective communication and problem-solving. Expertise in streamlining patient onboarding processes and enhancing satisfaction metrics through collaborative team efforts.
Overview
24
24
years of professional experience
Work History
Patient Experience Representative-Surgery Schedule
Intermountain Healthcare
American Fork, UT
04.2016 - Current
- Collaborated with healthcare teams to streamline patient onboarding processes and improve experience consistency.
- Facilitated patient communication to enhance overall satisfaction and address concerns effectively.
- Implemented feedback mechanisms to gather insights for continuous improvement of service delivery standards.
- Developed training materials for new staff, focusing on best practices in patient interaction and service excellence.
- Led initiatives to reduce wait times through process optimization and resource allocation adjustments.
- Analyzed patient feedback data to identify trends, driving enhancements in care protocols and service offerings.
- Streamlined appointment scheduling process, resulting in reduced wait times for patients seeking care.
- Maintained strong knowledge of clinic policies and procedures, ensuring consistent application throughout daily tasks and interactions with patients.
- Assisted healthcare providers with administrative tasks such as obtaining prior authorizations or scheduling follow-up appointments.
- Provided exceptional customer service during phone interactions with patients regarding their appointments or questions related to their care plan.
- Facilitated smooth clinic operations by coordinating appointments, referrals, authorizations, and insurance verification processes.
- Enhanced patient satisfaction by providing friendly and efficient service during registration, appointment scheduling, and billing processes.
- Contributed to high-quality customer service by consistently receiving positive feedback from patients in satisfaction surveys.
- Managed a high volume of incoming calls efficiently while maintaining accuracy in data entry and documentation.
- Supported a positive patient experience through active listening, empathetic communication, and prompt issue resolution.
- Maintained patient confidentiality by adhering to HIPAA regulations and securely handling sensitive information.
- Strengthened patient-provider relationships by serving as a liaison between healthcare professionals and patients, addressing any questions or concerns in an empathetic manner.
- Assisted with the implementation of new electronic health record software, streamlining workflow and improving overall efficiency.
- Actively participated in staff meetings, contributing ideas for improving overall patient experience at the facility.
- Resolved any discrepancies or issues related to insurance claims or billing inquiries quickly.
- Provided accurate information about clinic services when answering patient inquiries via phone or email.
- Maintained clean and safe environment to promote patient safety and comfort.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into the system.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
Prime for Life Instructor
Alliance Clinical Services
American Fork
01.2003 - 03.2016
- Assessed student performance to tailor instructional strategies for improved outcomes in drug and alcohol abuse.
- Collaborated with court system to align classes and needs required by state law.
- Collaborated with interdisciplinary teams to align educational programs with clinical objectives.
- Led curriculum development initiatives, ensuring alignment with industry standards and best practices.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Promoted classroom safety, collaboration, and best practices.
- Tested and evaluated students on materials presented in workshops and classes.
- Evaluated student assessments to identify areas of growth and improvement, adjusting instructional strategies accordingly.
Education
High School Diploma -
Orem High School
Orem, UTNo Degree - Radiology Technician
Utah Technical College
Orem, UTSkills
- Appointment scheduling
- Insurance verification
- Insurance eligibility verification
- Patient confidentiality
- Medical terminology
- Data entry proficiency
- Documentation skills
- Customer service
- Follow-up skills
- Patient education
- Patient services
- Telephone skills
- Professional etiquette
- Excellent communication
- Verbal and written communication
- Active listening
- Compassionate support
- Teamwork and collaboration
- Cross-cultural sensitivity
- Problem-solving
- Time management
- Attention to detail
- Problem-solving
- Multitasking
- Calm and effective under pressure
- Multitasking Abilities
- Adaptability and flexibility
- Critical thinking
- Caring and empathetic
- Verbal communication
- Patient communication
- Resolving problems
- Basic life support
- Body mechanics knowledge
- Calm and effective under pressure
- Medical insurance
- Insurance claims
- Reliable dedication
- Data security
- Resolving problems
- Medical insurance
Timeline
Patient Experience Representative-Surgery Schedule
Intermountain Healthcare
04.2016 - Current
Prime for Life Instructor
Alliance Clinical Services
01.2003 - 03.2016
High School Diploma -
Orem High School
No Degree - Radiology Technician
Utah Technical College