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Appointment Secretary Resume Example

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CA
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
  • Report creation
  • Credit card payment processing
  • Senior leadership support
  • Office equipment proficiency
  • Product organization
  • Customer relations
  • Inbound and outbound calling
  • Clerical support
  • Schedule mastery
  • Technologically savvy
  • System implementation
  • Courteous demeanor
  • Conflict mediation
  • Quality control
  • Conflict resolution
  • Medical regulations knowledge
  • Adaptive team player
  • Problem-solving abilities
  • Quality assurance controls
  • Microsoft Office expertise
  • Data evaluation
  • Organizational strengths
  • Call center experience
  • Process optimization
  • Active listening
  • High-energy attitude
Experience
03/2020 - CurrentCustomer Service RepresentativeMcbride Orthopedic Hospital And Clinic | Norman, OK
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Documented conversations with customers 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 customer account information to assess current issues and determine potential solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Upheld privacy and security requirements established by HIPAA regulatory agencies.
04/2019 - 03/2020Appointment SecretaryMcbride Orthopedic Hospital And Clinic | Oklahoma City, OK
  • 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 RepresentativeNorman Regional Health System | Norman, OK
  • 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 | Ada, OK
  • 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 | Ada, OK
  • 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 | Ada, OK
References

Erika Armstrong, MSW

580-329-6269

Yesenia Lomas

580-495-9318

Emily French

4345 N. Lincoln Blvd

Oklahoma City, Oklahoma 73105

405-915-7776

Dr. Benjamin Panter

3700 36th ave. NW

Norman, Oklahoma 73068

405-230-9655

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Resume Overview

Companies Worked For:

  • Mcbride Orthopedic Hospital And Clinic
  • Norman Regional Health System
  • Rolling Hills Psychiatric Hospital
  • Legal Shield

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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