VICTORIA MACK
Omaha,Nebraska
Summary
To obtain a position in the area of Douglas County. Extremely dedicated and technically skilled business professional. Have versatile administrative support skills, developed through experience as a Supervisor, Customer service representative, and Patient Care. Excelled in resolving employer challenges with innovative solutions, systems, and process improvements "proven to increase efficiency and customer satisfaction" offer advanced computer skills in MS Office, MS Excell., Customer Service, Leadership Skills, Time Management, and many other applications/systems.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
Bergan Mercy Hospital
09.2023 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Remained calm under pressure and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Healthcare Quality Management Coordinator
Abundent Qulity Care
08.2021 - 09.2023
- Established and maintained quality standards for diagnosis, medical treatment and infection control to improve services.
- Monitored key performance indicators to ensure compliance with accreditation standards, prioritizing continuous improvement efforts.
- Bathing
- Auditing and planning
- Was liaison between departments to facilitate cross-functional collaboration on quality management projects.
- Day to Day services
- Analyzed trends in patient satisfaction data, recommending actionable steps for enhancing patient experience.
- Conducted root cause analyses to identify issues affecting patient outcomes, developing targeted interventions for resolution.
Customer Service Billing Specialist
Boys Town
10.2019 - 05.2022
- Team building and office engagement planning with supervisors.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
- Monitored customer accounts to identify and rectify billing issues.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Peer to peer support and training when needed.
- Managed more then 45 calls and hour.
Patient Caretaker
DHHS
03.2014 - 04.2021
- Assisted in coordination of patient care by scheduling appointments, managing transportation, and ensuring timely follow-up visits.
- Provided emotional support to patients and their families during difficult times, fostering strong relationships built on trust and empathy.
- Contributed to positive clinical environment through effective teamwork, clear communication, and commitment to continuous learning.
- Promoted optimal nutrition by preparing meals according to individual dietary requirements and preferences.
- Enhanced overall patient experience by anticipating needs, offering assistance proactively, and addressing concerns promptly.
- Assisted patients with daily living activities for improved quality of life and increased independence.
- Assisted in the coordination of patient care by scheduling appointments, managing transportation, and ensuring timely follow-up visits.
MEMBER SERVICE ADVISOR
AAA Life Insurence
11.2017 - 10.2019
- Assisting in reviewing and answering questions regarding Policy Owners
- Taking of payments
- Supporting all lines of insurance processing; generating enrollments and providing service through inbound and outbound calling programs
- Providing exceptional customer service.
- Maintained strict adherence to regulatory compliance guidelines, ensuring all transactions were conducted ethically and within prescribed limits. Went over Death Policy's and took statements.
- Filled Claims
- Managed numerous member accounts with precision, ensuring accuracy in transactions and recordkeeping.
- Took 35 phone calls per hour
CUSTOMER SERVICE SUPERVISOR
Marriott
07.2015 - 11.2017
- Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Assist hotels when there was problem.
- Gave out Marriott Points
- Manage 50 calls per hour
Education
Business Managment Health Care -
Rasmussen College - Minnesota
Topeka, KS06.2024
High School Diploma -
Omaha Central High School
Omaha, Nebraska05.2001
Skills
- Office Management
- Supervision
- Insurance Verification
- HIPAA Compliance
- Patient Registration
- Patient check-in
- Strong empathy
- Healthcare systems navigation
- Problem-Solving
- Staff Development & Training
- Leadership Skills
- Community Involvement
- Spreadsheet & Database Creation
- Accounts Payable/Receivable
- Problem Solving Skills
- Records Management
- Management Skills
- Inventory Management
- Decision quality
- Care delivery
- Staff scheduling
- Goal attainment
- MS Word
- Teamwork
- Word processing
- Work planning
- Time management
- Written communication
- Cash Management
- Meeting Deadlines
- Self-Motivated
- Detail-Oriented
- Active Listener
- Prioritization
- Customer Service
Victoria Mack
V M
Timeline
Patient Access Representative
Bergan Mercy Hospital
09.2023 - Current
Healthcare Quality Management Coordinator
Abundent Qulity Care
08.2021 - 09.2023
Customer Service Billing Specialist
Boys Town
10.2019 - 05.2022
MEMBER SERVICE ADVISOR
AAA Life Insurence
11.2017 - 10.2019
CUSTOMER SERVICE SUPERVISOR
Marriott
07.2015 - 11.2017
Patient Caretaker
DHHS
03.2014 - 04.2021
Business Managment Health Care -
Rasmussen College - Minnesota
High School Diploma -
Omaha Central High School
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