Appointment Secretary Resume Example
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APPOINTMENT SECRETARY
Summary
Personable and dedicated Customer Service Representative with extensive experience in the medical field. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with patients. Motivated to maintain patient satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
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Experience
03/2020 - CurrentCustomer Service RepresentativeRealtor.Com | Fremont , CA
- Informed patients about billing procedures, processed payments and provided payment option setup assistance.
- Documented conversations with patients to track requests, problems and solutions.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Reviewed account and service histories to identify trends and issues.
- Evaluated patient account information to assess current issues and determine potential solutions.
- De-escalated problematic patient concerns, maintaining calm, friendly demeanor.
- Upheld privacy and security requirements established by HIPAA regulatory agencies.
- Set up and activated patient accounts.
- Delivered service and support to each patient, paving way for future business opportunities.
- Assessed patient account information to determine current issues and potential solutions.
- Trained new employees on procedures and policies to maximize team performance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Supported operational improvements and resolution of problems to deliver top-notch patient service.
- Upheld strict quality control policies and procedures during patient interactions.
- Worked with the Office Manager and Physicians to develop customer service improvement initiatives.
- Assisted patients in making payments on accounts.
- Provided outstanding service to new and long-standing patients by attending closely to concerns and developing solutions.
- Secured patient retention by driving service and product benefits, features and recommendations around clients' needs.
- Exceeded company productivity standards on consistent basis.
- Consulted with patients and staff to determine best methods to resolve service and billing issues.
- Made outbound calls to obtain account information.
- Recommended improvements to products and services to mitigate complaints.
04/2019 - 03/2020Appointment SecretaryNorthern Light Health | Denver , CO
- Responded to telephone inquiries from patients and outside facilities and delivered information to inform and educate callers.
- Managed phone calls from patients when clinical staff was unavailable and provided informative answers to questions.
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
- Resolved patient issues quickly and escalated critical problems immediately to clinical staff.
- Answered 110 daily phone calls on multi-line phone system and transferred calls to appropriate staff members.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Answered phone calls and asked appropriate questions to determine which department or staff member could be of service.
09/2018 - 03/2019Patient Access RepresentativeRealtor.Com | City , STATE
- Coordinated between patients and healthcare professionals to meet patient needs.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Checked daily doctor schedules and verified insurance.
- Maintained HIPAA compliance across all patient data-handling, systems and training.
- Worked as part of team to execute proper care of body mechanics and safety of patient.
- Communicated extensively with patients to provide assistance, support and instructions.
- Escorted patients to examination rooms and prepared for physician exams.
- Pre-registered patients for outpatient procedures as well as collecting co-pays based on patients insurance.
05/2015 - 10/2018Medical Records Clerk/ReceptionistRolling Hills Psychiatric Hospital | City , STATE
- Wrote reports, emails, memoranda, letters and releases.
- Consistently served as liaison between collecting agencies and medical facilities, developing professional relationships through quick problem resolution and response to questions.
- Pulled patient charts for upcoming appointments.
- Consolidated diverse medical records.
- Disseminated information to correct department, individual or outside location.
- Purged outdated files.
- Obtained information by contacting appropriate personnel or patients.
- Observed confidentiality and safeguarded all patient-related information.
- Scanned incoming documentation.
- Conceptualized and implemented new and more efficient filing system.
- Maintained complete confidentiality in accordance with organization and legal requirements.
- Kept department clean, organized and professional.
- Updated daily logs to track information movements.
- Maintained 100% compliance with all hospital and government regulations.
- Set up patient charts and documented information in various company software.
- Logged all requests for medical records into spreadsheets.
- Entered patient insurance, demographic and health information into software and confirmed records.
- Provided respectful assistance to all parties, including patients, staff members and insurance company representatives.
- Determined and implemented techniques to improve medical records retrieval process.
- Verified record copies before handing each over to check for and remove unnecessary details.
- Pulled patient records and transferred information to appropriate parties.
- Streamlined day-to-day office processes to meet long-term goals.
06/2012 - 06/2015Customer Service RepresentativeLegal Shield | City, State
- Evaluated customer account information to assess current issues and determine potential solutions.
- Worked with managers to develop service improvement initiatives.
- Cross-trained staff members, resulting in increase in customer satisfaction ratings.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Resolved inquiries to consistently meet performance benchmarks, including speed, accuracy and volume.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Maintained revenue streams by exhausting every option before offering refunds.
- Interviewed customers regarding commission issues and reported feedback to management team.
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Answered customer questions and addressed concerns, resulting in a reduction in complaint calls.
- Set up and activated customer accounts to alleviate burden on IT Department.
- Reviewed account and service histories to identify trends and issues.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Documented conversations with customers to track requests, problems and solutions.
Education and Training
05/2014Bachelor of Science: Kinesiology
East Central University | City, State
East Central University | City, State
I did not fully complete the degree requirements due to extensive deaths within my immediate family. I plan to complete my degree online as I have only a few credit hours to complete.
References
Dr. Benjamin Panter
3700 36th ave. NW
Norman, Oklahoma 73072
405-315-8427
Rebecca Bernal
3700 36th ave. NW
Norman, OK. 73072
405-230-9655
Erika Armstrong, MSW
1000 Rolling Hills Lane
Ada, OK. 74820
580-329-6269
Emily French
4345 N. Lincoln Blvd
Oklahoma City, Oklahoma 73105
405-915-7776
Jenny Lindsay
2330 Arlington Street
Ada, OK. 74820
580-279-4154
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Resume Overview
School Attended
- East Central University
Job Titles Held:
- Customer Service Representative
- Appointment Secretary
- Patient Access Representative
- Medical Records Clerk/Receptionist
Degrees
- 05/2014 Bachelor of Science : Kinesiology
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