WENDY BAYLOR
Philadelphia,PA
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
14
14
years of professional experience
Work History
Patient Service Associate
Penn Medicine
Philadelphia, PA
08.2021 - Current
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and help patients
- Offered simple, clear explanations to help clients and families understand office policies and procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Resolved problems, and provided exceptional service.
- Identified issues, analyzed information and provided solutions to problems.
Site Supervisor/Security Guard
Elite Guard Security
Philadelphia, PA
05.2021 - 08.2021
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
- Supported criminal investigations by collaborating fully with local law enforcement representatives.
- Oversaw entry and exit of employees and visitors daily.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Responded quickly to incidents and assessed active situations for security concerns.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Secured personal and company goods against robbery, vandalism and illegal entry.
- Monitored employee activities, confirming compliance with security regulations.
- Permitted entry with escort for approved persons into secure locations.
Client Specialist
Center City Legal
Philadelphia, PA
11.2020 - 04.2021
- Call and follow up on request for records that have been sent out
- Kept clients informed on the status of records that were requested
- Tracked all request that were assigned
- Managed client databases
- Maintained HIPPA compliance
- Conducted case management activities and services with multidisciplinary team.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
Request Processing Associate
THE MCS GROUP
Philadelphia, PA
09.2017 - 04.2019
- Printing all incoming orders and coding them correctly in the system Responsible for reviewing all documents and authorizations submitted with request, to ensure they are HIPPA compliant, not expired and will be accepted by the requested providers Responsible for researching, verifying, and entering all orders Collate and scan paperwork into the system Fax and/or mail requests to the providers Processing and researching return mail Handling all incoming faxes
- Responsible for printing, logging and separating them
- Handling all the requests on the appropriate portal Reviewing records and sorting through documents for additional information Proofreading and editing subpoenas and supporting documents Contact attorney’s and paralegal’s when needed via email and/or phone
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Determined and recommended methods to address improvement opportunities.
Customer Service Associate
SOCIETY FOR INDUSTRIAL & APPLIED MATHEMATICS
Philadelphia, PA
07.2004 - 07.2015
- Opened and closed daily payment batches
- Reviewed Settlement reports
- Trained temp customer service employees for the receptionist desk
- Created new processes and systems for increasing customer service satisfaction
- Ross-trained and provided back-up for other customer service representatives when needed
- Resolved product issues and shared benefits of new technology
- Managed quality communication, customer support and product representation for each client
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
- Assisted customers with product complaints and questions
- Maintained Database for two organizations
- Made outbound and received inbound calls for conferences, memberships, and products and other services
- Processed payments via cash, credit cards, and checks conferences and memberships
- Processed refunds and documents for conferences and memberships
- Processed and issue invoices, receipts, and confirmations for conference registrations and memberships Issue and reset passwords for the online system
- Help with web site issues Answer Phones, and direct calls to the appropriate person Process and distribute mail and packages
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
Associate of Science - BUSINESS ADMINISTRATION
Peirce College
Philadelphia, PA06.2005
High School Diploma -
Overbrook High School
Philadelphia, PA06.2001
Skills
- Building Rapport and Credibility
- Organized and Efficient
- Microsoft Office
- Complaint Investigation
- Administrative and Office Support
- Communicating to Patients and Families
- Verbal and Written Communication
- Explaining Policy and Procedures
- Database Search and Data Entry Skills
- Patient Confidentiality and Data Security
- Quality Standards and Protocols
- Calm and Effective Under Pressure
- Gathering Information from Patients
- Caring and Empathetic
- Registration and Scheduling
- Providing Information and Resources
- Resolving Problems
- Documenting and Recording Information
- Helpful and Service-Oriented
- 50 WPM Typing Speed
- Technical Troubleshooting
- Records Management
- Medical History Documentation
- Clerical and Filing Support
- Conflict Resolution
- Forms and Spreadsheet Creation
- Multi-Line Telephone Systems
- Comfort with Technology and Databases
- Punctual and Hardworking
- Reliability and Dedication
- Patient Registration
- Word Processing
- Health Information Access Management
- Time Management and Prioritization
- Outbound Calling
- Delinquent Account Monitoring
- Spreadsheet Tracking
- Attention to Detail
- Report Preparation
Timeline
Patient Service Associate
Penn Medicine
08.2021 - Current
Site Supervisor/Security Guard
Elite Guard Security
05.2021 - 08.2021
Client Specialist
Center City Legal
11.2020 - 04.2021
Request Processing Associate
THE MCS GROUP
09.2017 - 04.2019
Customer Service Associate
SOCIETY FOR INDUSTRIAL & APPLIED MATHEMATICS
07.2004 - 07.2015
Associate of Science - BUSINESS ADMINISTRATION
Peirce College
High School Diploma -
Overbrook High School