Victoria Payne
Tulsa,OK
Summary
Experienced in clinical support, billing, scheduling, and management. Proven ability to optimize operations and enhance service delivery. Committed to driving positive outcomes and contributing to team success. Ready to apply a track record of excellence in a dynamic environment.
Overview
21
21
years of professional experience
Work History
Engagement Center Representative
Advocate Aurora Health
07.2024 - 07.2025
- Managed 60–100 inbound calls daily, achieving over 95% customer satisfaction score in high-volume contact center.
- Scheduled 50–70 patient appointments per shift for various services including imaging and laboratory procedures.
- Verified insurance and demographic details for 100+ patients daily, ensuring accurate billing and care continuity.
- Triaged symptoms reported by callers, routing up to 30 patients daily to nursing or urgent care lines.
- Processed 20+ medication refill requests and referrals daily, coordinating with physicians for timely care.
- Transferred calls across multi-site healthcare system, enabling seamless service between departments.
- Utilized EPIC, Genesys, Microsoft Outlook/Teams, Workday, PerfectServe, and CRM systems for documentation and workflow management.
Patient Care Coordinator
Compassus
10.2023 - 07.2024
- Utilized software for organizing medical records and reports.
- Delivered quality service for patients and families.
- Provided timely responses to provider inquiries.
- Entered patient data accurately in electronic health records system.
- Performed administrative duties including paperwork filing and call management.
- Demonstrated strong organizational skills while managing multiple tasks efficiently.
- Scheduled for multidisciplinary teams for coordinated care services.
- Built effective relationships with patients through compassionate support.
Clinical Support Specialist
Action Seating and Mobility
08.2022 - 10.2023
- Streamlined delivery process for new equipment, reducing times by 40%.
- Enhanced interactions between ATPs and CSSs, improving order processing efficiency by 70%.
- Assisted ATPs with client needs assessments, focusing on issue diagnosis.
- Coordinated schedules with therapists and referral sources.
- Managed Letter of Medical Necessity documentation and insurance verifications.
- Facilitated patient care by coordinating treatment plans and communication among healthcare teams.
- Analyzed patient and staff feedback, driving improvements in clinical support services.
- Performed routine office tasks essential for operations and presentations.
- Maintained industry knowledge to enhance patient care quality.
- Guided patients in selecting specialized rehab equipment for daily activities.
Staffing Coordinator/Supervisor
Home Instead Senior Care
06.2017 - 08.2022
- Supervised 60+ staff in the field.
- Coordinated quality care, staffing, and client service.
- Ensured home care services complied with agency policies and regulations.
- Maintained accurate documentation for agency payors.
- Upheld data integrity in client scheduling software.
- Monitored adherence to each client's Plan of Care.
- Conducted home introduction visits with staff and clients.
- Reviewed client service schedules for adequate staffing and payment processing.
Surgery Scheduler
St John Medical Center
04.2014 - 04.2019
- Managed scheduling for CT, MRI, X-ray, ultrasound, dialysis scans, Mammograms and interventional procedures.
- Maintained film records per medical health record policies.
- Trained schedulers across St John locations on software and service standards
- Facilitated collaboration between VA facilities and patients for biopsy scheduling.
- Answered inbound calls regarding scheduling and pre op appointments
Switchboard Operator
St John Medical Center
11.2004 - 04.2014
- Directed high volume of calls hospital-wide.
- Activated emergency codes overhead.
- Managed after-hours call operations for physicians and all other clinical staff
- Trained new operators
- Supervised security monitoring for offsite hospital properties.
- Operated multi-line phone sys
Education
Bachelor of Science - Health Administration
Rogers State University
Bartlesville, OK05.2010
Medical Terminology Certification -
Tulsa Technology Center
Tulsa, OK06.2006
High School Diploma -
Bartlesville High School
Bartlesville, OK05.2003
Skills
- Microsoft Office Suite
- Data Entry
- Supervisory
- High Volume Staffing
- Call Center
- Training
- Billing
- Scheduling
- Customer relations
- Client relationship building
- Client services
- Staff training
- Performance tracking
- CRM software expertise
- EPIC
- Genesys
Awards
- Healthcare Hero Award for Excellence in Clinical Support from Mike Harris president of Action seating and mobility for best evaluation to delivery times in the company and consistently exceeding approval vs denial ratios, while also improving communication between ATP's and customers.
- Staffing star award for Outstanding Supervisory Excellence from Andrew Garrean owner/operator for Successfully achieving a 100% staffing rate without any missed shifts, reaching the goal of retaining caregivers above 80%. Received client and staff satisfaction gifts in recognition of exceptional service.
- Recognized for exceeding core metric requirements, maintaining excellent customer satisfaction scores. Fostering resilience, compassionate care.
Timeline
Engagement Center Representative
Advocate Aurora Health
07.2024 - 07.2025
Patient Care Coordinator
Compassus
10.2023 - 07.2024
Clinical Support Specialist
Action Seating and Mobility
08.2022 - 10.2023
Staffing Coordinator/Supervisor
Home Instead Senior Care
06.2017 - 08.2022
Surgery Scheduler
St John Medical Center
04.2014 - 04.2019
Switchboard Operator
St John Medical Center
11.2004 - 04.2014
Bachelor of Science - Health Administration
Rogers State University
Medical Terminology Certification -
Tulsa Technology Center
High School Diploma -
Bartlesville High School