Yazmin Clarke

Managed communication between patients, family members, attorneys, and care providers in all aspects of patient care. As PCC answering incoming calls, emails, and chats to ensure each patient receives the best service possible. This position is a dedicated partner to clinical staff and is responsible for ensuring quality patient care.

• Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
• Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
• Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
• Worked with patients to schedule tests and procedures.
• Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
• Managed approximately 60-80+ incoming calls, chats per day from patients, lawyers, RN, NCM, Insurances.

• Appointing: Review medical chart to appoint according to scripts and guidelines., Schedule/reschedule/cancel appointments for services, according to scripts and guidelines., Places calls for appointment reminders and quality measure outreach., Collect care specific information for Primary Care or Specialty Care services., Messaging: Review medical chart to collect information for messages to send to health care team., Routes incoming calls from patients, physicians, nurses and other departments according to scripts and guidelines., Answers routine administrative inquires., Forwards medical and other complex inquires to appropriate personnel
• Take messages as necessary., Manage electronic in-basket in multiple system applications
• General Services: Assist patients by providing phone numbers, facility directions and office layouts; directing to other departments and administrative services for further information, for example (but not limited to) Membership Services, Dental and Pharmacy
• Handle ingoing and outgoing departmental mail and correspondence with patients
• Other related duties as developed per department need
• Registration: Verify insurance eligibility and/or update all demographic information per regional policies, including Personal Provider Selection, Language Preference and Special Needs
• Request and/or obtain patient medical record number when necessary
• Verify health insurance coverage and follow appropriate policy/procedure
• Explain co-pays, cost shares and any other applicable fees
• Create Guarantor accounts as necessary before and after Membership Service Department hours
• Complete Scheduling form with above data and transfer to Registration for completion of pre-registration and pre-verification functions
• Refers to financial counselor as appropriate
• Collect past due balances as appropriate
• Practice Organization: Coordinate referrals process including wait lists per department policies and procedures
• Track referrals to specialty care by utilizing consultation/ referral system as needed in those areas where this responsibility currently exists for individual in this classification
• Request copies of films, CD's, test reports, and results from outside facilities Coordinate schedules per department guidelines to maximize access
• Collect and organize data per department guidelines
• For example, researching and collating data from Health Connect, online quality and performance reports, MOV data, and other sources, on ongoing basis
• Develop and submit ongoing reports as requested including statistics, charts, and graphs using multiple computer programs and business math skills.
• Enhanced customer satisfaction by efficiently addressing and resolving customer inquiries and concerns.
• Managed approximately 10 incoming calls per day from patients, RN and Doctors.

• Provided exceptional service to customers, answering their queries, resolving complex issues, and giving them reason to feel confident with the company
• Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering exceptional quality of service to every customer
• Providing information and knowledgeable assistance by pulling up loan information and providing customers with information needed quickly and accurately
• Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required
• Working as part of dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Managed approximately 60-80 incoming calls per day from customers.

• Responsible for handling incoming phone calls, email correspondence and outbound calls to customers who have left messages during off hours
• Making calls following script and without varying from it
• About 100 calls a day
• Handling various complicated cases and various scripts
• Communicating and helping one another in the team through chat.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.

• High Volume Inbound call handling
• Troubleshooting customers' accounts, resolving complex internal/external issues, researching and communicating with laboratory personnel in order to get consumers' results on their profiles
• Usage of various computer programs to update and identify customers' information.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Managed approximately 80-100 calls per day from customers.

• High volume call handling
• Assisting customers with account management, troubleshooting, updating files, problem solving complex customers' accounts and billing inquiries, guiding customers through their online accounts, selling wireless, TV & Internet services to existing customers
• Customer retention.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed approximately 100-120 incoming calls per day from customers.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Maintained high level of product knowledge to provide accurate information and support to customers.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Utilized CRM systems to accurately track customer interactions and update account information.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.