Ulanda Williams
Waco,TX
Summary
Focused Patient Service Representative with 3 years of experience supporting patients in healthcare settings. Extensive knowledge of medical record organization and patient advocacy. Successful at helping patients through care and treatment process. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards. Motivated Patient Services Specialist with background supporting patient medical needs by verifying insurance, scheduling appointments, and organizing documents. Forward-thinking and resourceful with good interpersonal skills, strong attention to detail and upbeat mentality. Advanced abilities in healthcare billing and scheduling software. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
22
22
years of professional experience
Work History
The Patient Services Specialist
Baylor Scott & White Health
Waco, TX
10.2021 - 12.2023
- Verified patient's insurance eligibility through web portals or phone calls to insurance companies.
- Documented patient counters in hospital system and initiated follow-up actions.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Answered incoming calls from patients regarding billing issues, scheduling appointments, and other queries.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Assisted in the registration of new patients by obtaining demographic information from them.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Stayed current on community-based resources and services useful to patients.
- Answered over 76 telephone calls per day to schedule appointments and answer patient questions.
- Answered patient questions and fielded complaints to resolve issues.
- Understood and followed oral and written directions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
Customer Service Representative
Central Freight Lines Inc.
Waco, TX
05.2021 - 08.2021
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained and encouraged customer loyalty through courteous and
efficient resolution of disputes, complaints and discrepancies - Spoke with customers to ensure that expectations regarding deliveries had been met or exceeded.
- Maintained records of all shipments including tracking numbers, insurance certificates, bills of lading.
- Documented services performed, operations information, and dispatch details in system.
- Coordinated freight movement from origin to destination.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Effectively resolved complaints by working closely with customers.
- Investigated customer complaints regarding late deliveries or lost and damaged cargo items.
- Monitored and tracked the progress of shipments.
- Received requests from customers for freight quotes and provided estimates accordingly.
Caseworker
EMSI Examination Management Services
Waco, TX
07.2001 - 07.2020
- Communicated verification and authorization status updates with Medical records department to facilitate decision-making for patient admissions and insurance coverage.
Tracked all pending authorizations to resolve discrepancies and avoid revenue loss.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Maintained excellent attendance record, consistently arriving to work on time.
Handled 15 calls per hour to address customer inquiries and concerns.
Documented all communication with applicants and inputted information into system using Microsoft work.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Contacted customers to return routine and general calls promptly.
Education
High School Diploma -
Whitney High School
Whitney, TX05-1995
Skills
- Insurance Verification
- Appointment Scheduling
- Appointment Confirmation
- System Updates
- Scheduling Appointments
- Medical Insurance
- Customer Service
- HIPAA Compliance
Timeline
The Patient Services Specialist
Baylor Scott & White Health
10.2021 - 12.2023
Customer Service Representative
Central Freight Lines Inc.
05.2021 - 08.2021
Caseworker
EMSI Examination Management Services
07.2001 - 07.2020
High School Diploma -
Whitney High School
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