Tawanna Allen
Waxahachie,TX
Summary
Proven Patient Access Representative with a track record of enhancing patient satisfaction and streamlining healthcare processes at the Aids Healthcare Foundation. Expert in HIPAA compliance and insurance verification, coupled with exceptional customer service skills. Increased first call resolution rates significantly, demonstrating strong problem-solving abilities and empathy in patient interactions.
Overview
6
6
years of professional experience
Work History
Patient Access Representative
Aids Healthcare Foundation
08.2021 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
Contact Center Representative
Baylor Scott & White
08.2020 - 12.2022
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Patient Care Coordinator
Trident Care
06.2018 - 08.2020
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
- Implemented a more efficient system for managing medical records, resulting in faster access to crucial information during patient visits.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Provided compassionate support for families during difficult healthcare decisions, acting as a liaison between them and their loved ones'' medical team.
- Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
- Trained new staff on patient care coordination best practices, enhancing team effectiveness and patient support.
Education
Bs - Healthcare Management
University of Phoenix
Tempe, AZMedical Claims Examination
Sanford Brown
Dallas, TX05.2000
Skills
- Customer Service
- HIPAA Compliance
- Patient Registration
- Insurance Verification
- Patient check-in
- Multitasking and Organization
- Appointment Scheduling
- Registration and Admissions
- Phone and Email Etiquette
- Medical Terminology
- Healthcare systems navigation
- Strong empathy
- EMR
- Problem-Solving
- Team Collaboration
- Money Handling
- Quality Assurance
- Relationship Building
- Flexible Schedule
- Insurance Billing
- Eligibility Determination
- Payment Processing
- Patient Education
- Information Collection
- Registration management
- Work Quality Evaluation
- System Updating
- Call Screening
- Team Leadership
- Referral Coordination
- Pre-Admission Requests
- EMR Updating
- Scheduling Diagnostic Procedures
- Post-Discharge Care Coordination
- Medical Billing
- Attention to Detail
- Caring and Empathetic
- Medical insurance
- Calm and Effective Under Pressure
- Insurance Authorizations
- Patient documentation
- Punctual and Hardworking
Timeline
Patient Access Representative
Aids Healthcare Foundation
08.2021 - Current
Contact Center Representative
Baylor Scott & White
08.2020 - 12.2022
Patient Care Coordinator
Trident Care
06.2018 - 08.2020
Bs - Healthcare Management
University of Phoenix
Medical Claims Examination
Sanford Brown
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