Tracy Jackson

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Opens, dates, sorts, or distributes mail (for example, incoming/outgoing mail, reports, documents, printouts).

Prepares and proofreads correspondence, forms, and other documents, such as letters, memos, travel or purchase vouchers, using a computer and software.

Communicates on a basic level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.

Maintains records, files, or logs (for example, administrative, personnel, contract, correspondence, forms, documents, purchasing, case files, tracking logs, files/documents on diskette) including filing, retrieving, or purging.

Batches forms prior to data entry. Assembles materials into packets. Screens, codes or corrects, and data enters documents.

Must be able to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon.

Must be able to work in a highly stressful and fast-paced environment, under constant pressure to meet required deadlines.

• Responsible for patient care while admitted in hospital
• Schedule appointment for future visits
• Assist in creating and maintaining a safe environment for patients
• Coordinate all Physician orders for patients
• Approve all updates relevant to patient information and care while admitted to the hospital
• Enter all technical charges as needed
• Reconcile cash payments as needed
• Handle billing and coding
• Help introduced and trained on the new Epic System
• Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan
• Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients
• Review all charts to insure updates have been made throughout the night
• Answered over 30 telephone calls per hour to handle rescheduled, missed and reassigned visit requests
• Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments
• Conducted personal interviews to obtain required financial information
• Collected time of service payments and issued receipts
• Verified patient's insurance eligibility and benefits coverage
• Collected patient co-pay and issued receipt to confirm payment
• Contacted insurance company to verify patient coverage before visit
• Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process
• Verified patient availability during appointment scheduling process to reduce reschedules and cancellations

• Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner
• Enhanced team productivity through effective collaboration and communication with colleagues
• Provided exceptional customer service by actively listening to inquiries and offering personalized solutions
• Exceeded performance metrics by consistently maintaining high-quality interactions with customers
• Managed 500 incoming high call volume while remaining focused on delivering excellent customer experiences
• Meet or exceed daily/weekly/monthly policy sales targets
• Ability to overcome sales objections and close over the phone
• Ability to cross-sell related insurance products
• Communicate with the management team on a regular basis
• Responded to customer calls and emails to answer questions about products and services
• Attended telephone skills and program information training sessions to boost aptitude
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Delivered prompt service to prioritize customer needs
• Exhibited high energy and professionalism when dealing with clients and staff
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
• Developed and updated databases to handle customer data