Patient Access Associate III Resume Example INOVA HEALTH SYSTEM

PATIENT ACCESS ASSOCIATE III

Professional Summary

Experienced Patient Access Associate III, with over 10 years of experience in customer relations, financial services, and leadership. Seeking an IT role to help leverage my career path in health care informatics. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Committed to utilizing my knowledge and skills, to seek opportunities, create, and improve patient value through exceptional service.

Skills

Excellent attention to detail and accuracy
Exceptional employee relations and customer service
Conflict resolution, Office management
Operational improvement
Process Improvement
Finance
Customer service
Staff Training and Development

Billing, Negotiation
Decision Making
Telephone Skills
Creativity
People Management
Audits
Financial Product Sales
Problem resolution

Work History

Patient Access Associate III, 10/2017 to Current
INOVA HEALTH SYSTEM – Vienna, VA

Developed team communications and information for team workflow meetings
Worked with patients to understand needs and provide exceptional service
Registers and schedules all walk in and virtual patients
Increased customer satisfaction by resolving service, billing, and record issues
Manages completion of work queues, pipeline, and lab information
Works with senior leadership on operations flow, team communication, and schedule
Quality check for correct billing, medical insurance claims, clinical information
Provides work eligibility clearance and drug screening compliance for pre-employment, government and county employees
Register and schedules tele-medicine patient visits
Support office management with training, updates, and new hire materials
Schedules appointments for pre-surgical assessments and testing
Trained nurses and employees on registration and scheduling process
Handled 60+ calls per day to address customer inquiries and concerns
Improved operations and provided exceptional client support
Developed forecasting tools to analyze revenue variance, business pipeline and industry trends.
Implemented process improvements with patient flow to increase productivity and enhance service.
Facilitated patient satisfaction by executing personal communication and frequent follow-ups.
Responded to patient concerns, working with manager to raise customer satisfaction ratings
Documented all transactions and support interactions in system for future reference and addition to knowledge base.

Senior Personal Financial Asst, 03/2013 to 10/2016
INTOUCH CREDIT UNION – Sterling, VA

Works with senior leadership to ensure branch's objectives, procedures, and goals are achieved
Manages completion of work queues and loan pipeline based on priority and due dates
Collaborated with small dealerships and assisted with promotional auto loan programs
Manages team loan pipelines, documents, authorizations, Power of attorney, required documents
Drove operational improvements which resulted in savings and improved profit margins
Conduct internal audits for employee operations, Identify operational strengths, and weaknesses
Monitor member experience board to track employee goals, contributions,cross sell ratio, progress, member retention, negative shares, and sales
Reviewed credit applications for risk factors and credit worthiness.
Identify required actions for follow ups on lender portfolios
Conduct daily/ weekly/monthly, quarterly huddles, Innovate ideas for enhancing members service,
Executed financial assurance audits and implemented new control points and metrics to support business changes.
Educated members on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs.
Cultivated and strengthened relationships with new clients and educated members on account services and capabilities.
Implemented process improvements to increase productivity.
Reviewed credit applications for risk factors and credit worthiness.
Built rapport with account holders by reaching out with product recommendations and account updates.
Supervised team of 5 branch employees and made recommendations regarding performance evaluations.
Developed sales strategy to meet established sales objectives.
Identified and capitalized on community business opportunities with effective networking.
Trained and developed new team members in alignment with branch service standards and objectives.
Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
Strengthened performance metrics tracking
Protected company assets from loss such as theft or damage by establishing and enforcing effective security policies and dual control procedures.
Assessed financial statements and member experience reports to evaluate employee performance and develop targeted improvements

Member Service Representative, 09/2010 to 03/2013
APPLE FCU – Herndon, VA

Recommended specific products and services in alignment with individual needs,
Assisted members with correcting account, service and system issues
Worked effectively under high-pressure member services environments
Learned all internal systems and related service role duties to provide skilled team backup in handling account holder demands
Trained and directed new tellers in service script use, conflict resolution and data entry practices, increasing customer satisfaction ratings
Input and documented deposits each day with high accuracy and full compliance with BSA regulatory requirements
Initiated conversations with members to uncover financial needs, cross-sell products and services and make referrals to business partners to meet sales goals.
Developed team communications and information for team meetings.
Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Cross-trained and provided back up for loan officers
Drove team revenue totals by enhancing cross sale ratio and increasing share deposits
Completed procedures for members; ordering new checks, stopping payments; or investigating identity theft.
Process ach recurring payments, wires, internal transfers, add joint ownership
Assisted customers with setting up or closing accounts, originating loan applications
Promoted products or services to each customer to consistently achieve sales targets.
Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
Processed quarterly vault and ATM audits .

Education

MBA: Expected in 2021
University of Phoenix - Tempe, AZ

Bachelor of Science: Business Administration and Management, 03/2020
University of Phoenix - Tempe, AZ

Associate of Applied Science: 2012
Northern Virginia Community College - Sterling, VA

Resume Overview

Companies Worked For:

INOVA HEALTH SYSTEM
INTOUCH CREDIT UNION
APPLE FCU

School Attended

University of Phoenix
Northern Virginia Community College

Job Titles Held:

Patient Access Associate III
Senior Personal Financial Asst
Member Service Representative

Degrees

MBA : Expected in 2021
Bachelor of Science : Business Administration and Management , 03/2020
Associate of Applied Science : 2012

Patient Access Associate III Resume Example

Resume Score: 80%

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