Whitney Edwards
Mayo Clinic
Jacksonville,FL
18
years of professional experience
Goal-oriented and welcoming with proven history of modernizing traditional offices to maximize patient satisfaction. Dedicated to organization and collaboration with over 8 years in healthcare and retail industry. Trained in Epic Software, Microsoft office, Outlook, Excel with excellent administrative and medical scheduling skills.
Work History
HR Service Center Representative
5 Years 1 Month- Maintained customer satisfaction with forward-thinking strategies focused on addressing employees needs and resolving concerns.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Identifying Processing and data entry errors.
- Liaised between management and employees to deliver conflict resolution, alleviate problems and interpret compensation and benefits policies.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy and inputted all data in Service Now, Lawson, and Kronos Timekeeping.
- Coordinated submission and processing of life insurance claims.
- Apply knowledge of personnel actions processing cases, identifying errors in benefit transactions, timekeeping, policies and procedures, reviewing reports, databases, and scripts.
- Maintain knowledge in processing medical, dental, vision, FSA, HSA, Pension, 401k/403b, and Medicare Supplements.
Financial Counselor
7 Years- Cultivated and strengthened relationships with new patients and educated clients on account services and capabilities.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Discussed financial and insurance options with patients.
- Updated accounts with latest patient, payment and insurance information.
- Followed up with patients and families to obtain additional information.
- Screened patients with financial needs to determine assistance choices.
- Negotiated settlements and payment plans.
- Resolved problems, improved operations and provided exceptional service.
- Worked with outside entities to resolve issues with billing, claims and payments.
- Collected patient payments.
- Double checked patient payment information before sending collection notices.
- Reconciled statements with patient records.
- Followed up with insurance companies.
- Posted payments and processed refunds.
- Used data entry skills to accurately document and input statements.
Desk Operations Specialist
8 Years 3 Months- Assist in over 180 patients in check-in
- Used Epic system to schedule appointments
- Compiled and reviewed medical charts
- Educated patients on plans for treatment and payments
- Worked with nurses and doctors to resolve patient problems, improve operations and provide exceptional customer service
- Completed skilled administrative work to support all office staff and operational requirements
- Coordinated front office duties, including customer service, patient scheduling and billing
- Answered phone calls and messages for physician, nurse medical facility, scheduling appointments and handling patient inquiries
- Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
Medical Scheduler
5 Months- Expertly managed all surgery services, including planning, scheduling and coordination, determination of procedures and procurement of supplies and equipment
- Reviewed medical histories and current information to provide accurate information to surgeons
- Educated patients about surgeries and provided treatment plan documentation
- Verified insurance coverage and obtained pre-authorizations
- Process Workers Compensation claims reports
- Answered 30-45 phone calls and messages for 4-physicians, Ear Nose and Throat medical facility, scheduling appointments and handling patient inquiries
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
Patient Service Specialist
1 Year 7 Months- Answered phone calls and messages for 20-physician children's medical facility, scheduling appointments and handling patient inquiries
- Received, recorded and addressed incoming and outgoing communication via telephone and email
- Maintained office supplies inventory by checking stock and ordering new supplies as needed
- Implemented Epic Systems for digitizing and organizing over 100,000 medical records
- Coordinated front office duties, including customer service, patient billing questions
- Enhanced office efficiency by handling 80+ callers per day
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing and co-pays
- Handled incoming payments and outgoing disbursements
Customer Service Advocate
9 Months- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Assured timely verification and pre- registration of insurance benefits prior to patient procedures or appointments
- Posted payments to accounts and maintained records
- Observed strict procedures to protect sensitive patient information, including medical records and payment data
- Managed quality assurance program including on site evaluations, internal audits and customer surveys
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
- Answered 60-70 inbound calls per day and directed to designated individuals or departments
Administrative Assistant
2 Years 3 Months- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted
- Screened calls, as well as relying messages, planning events, making travel arrangements, and composing documents
- Drafted professional memos, letters and marketing copy to support business objectives and growth
- Delivered expert clerical support to diverse internal staff and management by efficiently handling wide range of routine and special requirements
- Kept physical files and digitized records organized for easy updating and retrieval by any team member with access
- Offered office-wide software support and training, including troubleshooting issues and optimizing usage
- Developed and updated spreadsheets and databases to track, analyze and report on performance
- Prepared, coordinated and distributed information about yearly schedule of activities and classes
- Developed team communications and information for church meetings
- Created PowerPoint presentations used for business development
- Processed financial documents including contracts, expense reports and invoices
- Managed and adjusted personnel scheduling for 5 staffs, monitoring resource allocation to provide optimal coverage and service
Environmental Sanitation
4 Years 8 Months- Operated forklift, hoists and other material handling equipment
- Excellent proficiency in food processing safely and sanitation principles and practices
- Calibrated, tested, and adjusted machine settings or controls in preparation for multiple operations
- Tended operating machinery to identify equipment malfunctions and locate sources of product defects
- Applied correct chemical solutions and used proper equipment to avoid damage to floors and fixtures
- Mixed, used and properly stored hazardous chemical cleaners to minimize risk of injury or illness
- Followed safety standards when handling, mixing and storing hazardous chemicals
- Maintained optimal supply levels to meet daily and special cleaning needs
- Cleaned food processing equipment after use
Education
Associate of Arts
High School Diploma
Skills
Customer Service
Information verification
Documentation and reporting
Invoice and payment processing
Time-sheet processing
Document Review
Administrative support
MS Office proficiency
Data Entry
Computer Proficient
Professional telephone demeanor
Medical terminology knowledge
Medical Terminology
Issue and Complaint Resolution
Policy and Procedure Adherence
Timeline
HR Service Center Representative
Mayo Clinic
09.2021 - CurrentRead More
Financial Counselor
Mayo Clinic
10.2019 - CurrentRead More
Desk Operations Specialist
Mayo Clinic
07.2018 - CurrentRead More
Medical Scheduler
Jacksonville Ent Surgery
01.2018 - 06.2018Read More
Patient Service Specialist
Nemours Children Clinic
06.2016 - 01.2018Read More
Customer Service Advocate
United Healthcare Group
09.2015 - 06.2016Read More
Administrative Assistant
Heritage Christian Center
04.2013 - 07.2015Read More
Environmental Sanitation
Publix Distribution Center
11.2010 - 07.2015Read More
Florida State College At Jacksonville
Associate of Arts
Read More
Edward H. White High School
High School Diploma
Read More