Toni E. Hardman
Summary
Personable and empathetic, equipped with strong communication and problem-solving abilities. Familiar with healthcare procedures and adept at handling patient inquiries and managing healthcare information systems. Capable of making positive impact by delivering exceptional customer service and ensuring patient satisfaction.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Texas Orthopedics Sports and Rehabilitation
11.2023 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Scheduled appointments for new/established patients.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Explained policies, procedures and services to patients.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Trained new personnel regarding company operations, policies and services.
Patient Advocate
Henry Ford Hospital
02.2016 - 10.2023
- Scheduled appointments/ tests and procedures in Cardiology/Vascular
- Influence care by educating patients, providing options, and assisting with navigating the health care system
- Build relationships through listening, honestly and empathy
- Completed registration procedures for patients, expertly inputting information to meet provider, facility, and legal requirements
- Explained policies, procedures, and services (Cardiology and Vascular) to patients
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care
- Instructed patients on policies and required actions for different types of appointments and procedures
- Acted as liaison for hospital staff, physicians, patients and family members
- Compiled information from patients and caregivers or family members to identify care concerns
- Covid19 Screener Oct2021 to Dec2022
- Screened employees and visitors using protocols and non-contact thermometer
- Acted as site liaison to promote proper hygiene, social distancing, and other preventative practices
- Communicated professionally to explain all COVID-19 screening procedures to staff/visitors
Substitute Teacher
Unified Staffing
01.2002 - 01.2016
- Enforced classroom routines to keep students on schedule and operating at consistent level
- Implemented lesson plans assigned by classroom teacher to educate students about key concepts
- Requested as substitute teacher based on excellent referrals and trusted performance
- Answered student questions about course concepts
- Led or moderated classroom discussions and guided exploratory thought
Customer Service Representative
NOVA1, BlueCross BlueShield of Michigan
01.2014 - 12.2014
- For Individual Business Unit
- Managed benefit verification for eligibility, co-payments and deductibles on all private insurance and managed blue cross products
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Consulted with customers to resolve service and billing issues
Customer Service Representative
Bartech/DTE Energy
01.2008 - 01.2009
- Worked in an inbound call center handling all phases of residential gas and or electrical concerns
- Processed turn-on/off orders for gas/ele
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Set up and activated customer accounts
- Upheld quality control policies and procedures to increase customer satisfaction
Education
Bachelor of Science - Criminal Justice
University of Detroit Mercy
Associate of Arts - Liberal Arts
Wayne County Community College
12.2000
Skills
- Customer service/ Call center experience
- Active listening
- Critical thinking
- Data entry
- Patient confidentiality/ HIPPA compliance
- Follow-up skills
- Policy adherence
- Empathy and patience
- Strong interpersonal skills
- Multitasking and organization
Certification
HIPPA Certification -2023
Accomplishments
Received over 20 letters of commendation from patients
Timeline
Customer Service Representative
Texas Orthopedics Sports and Rehabilitation
11.2023 - Current
Patient Advocate
Henry Ford Hospital
02.2016 - 10.2023
Customer Service Representative
NOVA1, BlueCross BlueShield of Michigan
01.2014 - 12.2014
Customer Service Representative
Bartech/DTE Energy
01.2008 - 01.2009
Substitute Teacher
Unified Staffing
01.2002 - 01.2016
Associate of Arts - Liberal Arts
Wayne County Community College
Bachelor of Science - Criminal Justice
University of Detroit Mercy
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