Highly competent healthcare management professional with 10+ years of combined customer service and route sales experience developing excellent customer relationships. Frequently recognized for creating innovative and successful ideas. Skilled in problem solving and responding to needs of customers and management. Poised, resourceful and adaptable to any office environment. Organized and able to handle multiple priorities and meet scheduled deadlines. Professionally trained Patient Service Coordinator with experience ensuring high standards of culturally competent care for a wide variety of patients with diverse needs. Accomplished leader adept at maintaining a highly productive, efficient and quality-driven environment at all times.
Promotes positive behavior
Strategic planning capability
Quality improvement competency
Promotes positive behavior
Effective staff coach
Strong presentation skills
BBA: Business Administration/ Healthcare Management2014American Intercontinental University-
Associate of Arts: Business Administration2012American Intercontinental University-
Patient Service Coordinator03/2009
to Current Emory Healthcare – Atlanta,
Achieved exemplary customer service in a team environment while coordinating all Internal Medicine and business office functions for a patient's visit to The Emory Clinic, Inc.
Completed mandated HIPAA training and partnered with a team of registered nurses to verbalize patient privacy rites to achieve overall well being of all patients.
Pioneered and piloted the first primary care work from home program
Exceeded company metrics and expectations on a consisted basis maintaining within the top 10% of all patient service coordinators.
Accomplished productive dialog conveying innovative ideas and information through a variety of media to patients,also recognized as punctual and inspirational.
Achieved perfect attendance every year, exceeded 90% on monthly evaluation scorecards.
Facilitated resolution of patient concerns Deals with emergency situations Acts as a liaison for physician and/or insurance company completed training classes and meetings as scheduled.
Initiated operations improvements to improve overall call center productivity.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
to 09/2008 Southern Detail Suppliers – Atlanta,
Managed one-on-one customer relationships.
Facilitated computer training for other sales associates and drivers.
Computed daily sales receipts and reconciled past due balances; executed general accounting functions.
Inventoried products to ensure accuracy of sales data.
Managed logistics; processed sales orders and entered data into company computer system.
Exceeded regional annual sales target by 10%
Trained all incoming sales team members.
Built relationships with customers and the community to establish long-term business growth.
Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Promptly resolved all customer requests, questions and complaints.
Customer Service Coordinator05/1997
to 11/2000 Kaiser Permanente – Atlanta,
Achieved and maintained excellent patient rapports
Resolved customer service issues and patient inquiries.
Developed and implemented a system for managing, tracking, and ordering of departmental supplies.
Directed patient flow; successfully meeting benchmark metrics for customer access.
Maintained strict patient and physician confidentiality.
Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
Precisely evaluated and verified benefits and eligibility.
Updated patient financial information to guarantee accuracy.
Adeptly managed a multi-line phone system and pleasantly greeted all patients.
Created children's area in waiting room to make practice more family-friendly.
to 11/1997 Kaiser Permanente – Atlanta,
Developed contingency plans which has developed progress toward effective planning and organizing.
Resolved member benefit, claims, and contractual inquiries.
Facilitated orientation sessions and development training for new associates.
Extensive experience working in an ACD and high call volume environment.
Successfully implemented operations training for members and external customers.
Trained new staff on quality control procedures.
Evaluated patient care needs, prioritized treatment, and maintained patient flow.
Conducted monthly patient case conferences, in-services and staff meetings to educate staff and facilitate good communication.
Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive work environment.