Whitney Fraker
Powell,TN
Summary
Dynamic Patient Account Representative known for strong attention to detail and decision-making skills. Experienced in managing patient records and billing processes, ready to leverage expertise to improve operational efficiency and patient satisfaction.
Skilled in managing high-stress situations and maintaining patient satisfaction through effective communication. Experienced in team collaboration and training, committed to fostering a supportive environment that enhances service delivery.
Overview
19
19
years of professional experience
Work History
Patient Account Representative
Fort Sanders Womens Specialist
Knoxville, TN
07.2025 - Current
- Facilitated communication between patients and healthcare providers to enhance service delivery.
- Confirmed appointments, communicated with clients, and updated client records.
- Switch board operator and directed calls accordingly.
- Assisted in updating and maintaining patient records within electronic health systems.
- Handled cash transactions and maintained sales and payments records accurately.
- Floater between multiple satelite offices.
- Cross trained in all areas.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trained new employees to better prepare them for their job.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Substitute Teacher, K-12
Knox County Board of Education
Knoxville, TN
08.2019 - 05.2025
- Developed and implemented lesson plans aligned with curriculum standards.
- Managed classroom behavior to maintain a positive learning environment.
- Adapted instructional materials for diverse student needs and learning styles.
- Collaborated with teachers to support student engagement and academic success.
- Mentored new substitute teachers on classroom management techniques.
- Fostered relationships with students, parents, and staff to promote community involvement.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Provided one-on-one tutoring sessions for struggling students, helping them improve academic performance and gain confidence in their abilities.
- Enforced school and class rules to maintain order in classroom.
- Documented student progress and provided regular updates to parents.
- Followed lesson plans designed by absent teachers.
- Monitored student performance and provided feedback to inform instruction.
- Monitored student behavior and administered discipline as needed.
Medical Receptionist
Pediatric Consultants
Knoxville, TN
12.2006 - 11.2014
- Managed patient scheduling and appointment confirmations, enhancing office efficiency.
- Coordinated communication between patients, families, and healthcare providers for seamless care delivery.
- Maintained accurate patient records using electronic health record (EHR) systems to ensure compliance with regulations.
- Streamlined front desk operations by implementing standardized procedures for patient intake and data entry.
- Floater for satellite offices.
- Trained new staff in office protocols and customer service best practices, fostering a collaborative environment.
- Resolved patient inquiries and concerns promptly, improving satisfaction and trust in services provided.
- Monitored inventory of medical supplies, ensuring availability for daily operations while minimizing waste.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Streamlined billing processes, ensuring accurate and timely invoicing.
- Enhanced team collaboration by organizing regular staff meetings to address office needs.
- Trained new staff on office protocols and software systems to promote operational consistency.
Education
Teaching
Roane State Community College
Harriman, TNSkills
- HIPAA compliance
- Medical billing
- Data entry proficiency
- Medical terminology knowledge
- Team collaboration
- Verbal and written communication
- Payment processing
- Administrative support
- Decision-making
- Attention to detail
- Relationship building
- Microsoft office
Timeline
Patient Account Representative
Fort Sanders Womens Specialist
07.2025 - Current
Substitute Teacher, K-12
Knox County Board of Education
08.2019 - 05.2025
Medical Receptionist
Pediatric Consultants
12.2006 - 11.2014
Teaching
Roane State Community College