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Patient Access Associate III Resume Example

Resume Score: 80%

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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
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

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

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