Tiera Charles
Hilo
Summary
Dynamic and results-driven professional with extensive experience in patient services at West Hawaii Community Health Center. Expert in insurance verification and patient registration, demonstrating strong leadership and attention to detail. Proven ability to enhance patient engagement and streamline processes, ensuring compliance with HIPAA standards while fostering a collaborative team environment.
Overview
22
22
years of professional experience
Work History
Lead Patient Service Representative
West Hawaii Community Health Center
Hilo
09.2023 - Current
- Assisted patients in filling out check-in and payment paperwork
- Communicated financial obligations to patients and collected fees at time of service.
- Balanced deposits and credit card payments each day
- Compiled and reviewed medical charts
- Facilitated communication between patients and various departments and staff
- Organized patient records and database to facilitate information storage and retrieval
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Collaborated with clinical and administrative staff to meet patient needs.
- Ensured compliance with all applicable regulations regarding patient privacy and safety standards.
Patient Services Representative
Bayclinic Inc
Hilo
10.2021 - Current
- Assisted patients in filling out check-in and payment paperwork
- Used [Software] to schedule appointments
- Took copayments and compiled daily financial records
- Reviewed and corrected claim errors to facilitate smooth processing
- Compiled and reviewed medical charts
- Explained plans for treatment and payment options
- Balanced deposits and credit card payments each day
- Educated patients on medicine and at-home healthcare tools
- Facilitated communication between patients and various departments and staff
- Applied administrative knowledge and courtesy to explain procedures and services to patients
Server
CCY Management (HulasHulas Restaurant)
Hilo
10.2019 - 10.2021
- Cultivated warm relationships with regular customers
- Worked with POS system to place orders, manage bills and handle complimentary items
- Explained menu items and suggested appropriate options for food allergy concerns
- Bussed and reset tables to keep dining room and work areas clean
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Kept register accurate through correct billing, payment processing and cash management practices
- Used slow periods to restock supplies, ice, trays and delivery bags
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods
- Checked Identification for minimum age for sale of alcoholic beverages
- Increased sales significantly by upselling higher-end products to customers
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales
- Noted special patron requests and followed up with kitchen to confirm delivery
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Answered customers' questions, recommended items and recorded order information
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
Hostess
Grand Naniloa Hotel
Hilo
03.2018 - 10.2019
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times
- Answered customer questions about hours, seating and menu information
- Assigned patrons to tables suitable for needs and restaurant section rotation
- Supported servers, food runners and bussers with keeping dining area ready for every guest
- Cultivated positive guest relations by managing information and orchestrating speedy seating
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests
- Monitored seating area and checked restrooms regularly to keep spotless
- Informed servers of newly seated parties for speedy service
- Used cash registers and credit card machines to cash out customers
- Collected information from arriving customers to seat groups or place them on waitlist
- Documented reservations, alerted servers and managers of large groups and prepared seating
Assistant Store Manager
Par Hi
Honolulu
04.2014 - 06.2018
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement
- Rotated merchandise and displays to feature new products and promotions
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
Kennel Assistant
Waipahu Pet Hospital
Waipahu
10.2010 - 03.2011
- Kept animals clean and free of contaminants to promote optimal health
- Administered care for animals and reported signs of illness, disease, and injury to veterinarians
- Monitored animal playgroups for aggressive behaviors in order to maintain safety of pet participants
- Protected animals from care errors by maintaining clear and secure tags
- Monitored and maintained food and water of boarded animals according to animal dietary health guidelines
- Kept cages, kennels, play yards and grooming areas neat and clean
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards
- Answered telephones and performed administrative duties to assist receptionist during busy periods
Deli Clerk
Safeway
Honolulu
06.2010 - 09.2010
- Greeted customers at counter to fulfill requests and answer questions
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads
- Maintained clean, trash-free workspaces to maximize productivity and safety
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures
- Made food according to standard recipes with requested changes for customer satisfaction
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments and garnishes
- Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas
Customer Service Associate
Enoa Tours
Honolulu
11.2003 - 12.2008
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Informed customers about special promotions and provided detailed information for various products
- Developed and actualized customer service initiatives to decrease wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
Leadership Team Member
Kama'aina Kids
Kaneohe
09.2003 - 09.2008
- Mentored and guided employees to foster proper completion of assigned duties
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
- Built strong relationships with customers through positive attitude and attentive response
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty
Education
High School Diploma -
James B Castle High School
Kaneohe, HI05.1999
Skills
- Insurance Information Collection
- System Updates
- Document Filing
- Demographics Information
- Medical Insurance
- Reminder Calls
- Payment Collection
- Patient Registration
- Patient Greeting
- Office Administration
- Chart Pulling
- Medical Filing
- Patient Account Reviews
- Outbound Calling
- Customer Service
- Directing Callers
- Call Transfers
- Clinical Data Entry
- Insurance Verification
- Patient Engagement
- Patient Care and Confidentiality
- HIPAA Compliance
- Appointment Confirmation
- Appointment Scheduling
- Time management
- Attention to detail
- Team collaboration
- Strong leadership
Timeline
Lead Patient Service Representative
West Hawaii Community Health Center
09.2023 - Current
Patient Services Representative
Bayclinic Inc
10.2021 - Current
Server
CCY Management (HulasHulas Restaurant)
10.2019 - 10.2021
Hostess
Grand Naniloa Hotel
03.2018 - 10.2019
Assistant Store Manager
Par Hi
04.2014 - 06.2018
Kennel Assistant
Waipahu Pet Hospital
10.2010 - 03.2011
Deli Clerk
Safeway
06.2010 - 09.2010
Customer Service Associate
Enoa Tours
11.2003 - 12.2008
Leadership Team Member
Kama'aina Kids
09.2003 - 09.2008
High School Diploma -
James B Castle High School
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