Patient Services Coordinator Resume Example

PATIENT SERVICES COORDINATOR

Summary

Recent graduate with a business degree, majoring in Human Resources Management, with the goal of an MBA focusing on Human Resources. Enthusiastic and trainable, with the ability to learn on the job. Dedicated individual adept at public, vendor, and community relations, staff development, project management and a strong decision maker who understands the importance of an organization's relevance in the marketplace.

Skills

Routing lab results
Patient interviewing skills
Appointment confirmation
Medical filing
Office administration
Scheduling appointments
Relationship development
Team building
Process improvement
Customer service
Business operations
Project organization

Problem resolution
MS Office
Team management
Planning and coordination
Operational improvement
Inventory management
Supervision
Communications
Staffing
SAP super user
Training & Development

Experience

02/2014 - CurrentPatient Services Coordinator, Prime Healthcare Services, Reno, NV

Designed and implemented new phone system to route call volume efficiently through the use of a queuing system which eliminated calls coming directly into the offices.
Created and maintain the department resource guide which assists the agents with their calls.
Utilize the HRIS to assist in finding potential new hires and then reach out and set up interview site and time.
Conduct phone interviews with candidates that meet job and skills qualifications.
Use the tools provided by the organization to interview candidates KSA's (knowledge, skills, and abilities) to ensure that they will be a potential fit for the team and organization.
Conduct 30 day, 90 day, and annual performance reviews and implements work improvement program if/when necessary.
Coach call agents on a monthly basis to ensure quality and performance is meeting/exceeding industry standards.
Train new hires.
Developed call center operation's to include quality and training processes.
Facilitate information flow between call center, account management operations, quality insurance and executive leadership to guarantee call center objectives are being met.
Plan, coordinate, organize and direct all operations of the department.
Ensure that call center is appropriately staffed.
Analyze program data to assist in strategic decision-making.
Work with upper management to ensure appropriate changes are made to improve customer satisfaction.
Provide real time support to team for our EHR and call center applications.
Troubleshot and resolved department issues to maintain patient satisfaction and keep optimal patient flows.
Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Documented and managed patient information using Next Gen software.

09/2008 - 02/2014Provider Services Representative, Group Health Cooperative , Spokane, WA

Managed customer/provider inquiries, complaints, billing questions and payment extension/service requests.
Knowledge in Health Care Plans including HMO, PPO, EPO, Medicaid and Medicare programs.
Interfaced daily with internal partners in accounting, referrals, claims, field services, new business operations and customer affairs division.
Used knowledge, skills, and abilities along with company resources for problem resolution with handling customer complaints.
Communicated written company policies, procedures and applicable benefit information to subscribers and health care providers.
Conducted claims research when there was a discrepancy in coding.
Consistently met departments standards for quality and productivity matrixes.
Developed and maintained a comprehensive knowledge of all company policies, procedures, products and services including departmental processes of Medical Management, Network Management, Sales & Marketing and Government Programs.
Researched and interpreted claims, including all aspects of amount billed, allowed, reimbursed and patient responsibility.
Interpreted company remittance advices and subscriber EOB's.

10/2003 - 06/2008Diabetes Care Specialist, Medtronic Diabetes, Northridge, CA

Provided customer support and liaison between medical professionals, patients, and insurance companies.
Verified patient benefit coverage and worked with medical professionals and patients to obtain all documentation that was medically necessary and required to submit for prior authorization and approval of diabetic insulin pump.
Supported field sales force with managing customer pipeline from initial prospect to post-sales support.
Trained new hires on daily tasks and responsibilities for transitioning into Diabetes Therapy Associate roles.
Presented Business Operations and Processes to new hires in a classroom setting.
Consistently met or exceeded AOP (Annual Operating Plan) for both revenue and insulin pump sales.
Assisted with the accomplishment of my field representative earning DMC (Diabetes Management Consultant) for 4th Quarter during fiscal year of 2006.
Consistently exceeded quality assurance according to department standards by receiving highest performance grade of 3.0 for customer service, process management, and policies and procedures.
Daily utilization of SAP ERP (Enterprise Resource Planning) software for customer creation, sales activity tracking, sales order creation, and quality review checklist for product shipment and customer invoicing.
Layout/Editor for department monthly newsletter.

07/2002 - 07/2003Project Manager, Business Mailing Center , Oxnard, CA

Oversaw workforce schedules and allocated resources in collaboration with production teams in order to achieve project goals.
Maximized cost-effectiveness of projects through value engineering processes to assess methods, materials and means.
Led in the planning and implementation of projects to include staffing, machine hours, fulfillment and shipping costs.
Facilitated project scope, goals and deliverables for clients.
Ensured that clients deliverables met standards that were designated by the project stakeholders.
Managed client's budget and materials for designated projects.
Presented ongoing reports to client's defining project progress, obstacles if any along with solutions.
Implemented and managed project changes and interventions to achieve deliverables that met client's standards.

Education and Training

10/2020Bachelor of Science, Human Resources ManagementWestern Governors University, Salt Lake City, UT

Associate of Arts, FinanceLiberty University, Lynchburg, VA

Military

U.S. Army (1989-1993) Specialist 4

Armor crew member for M1A1 tank
HUMVEE driver for Company Commander
Awarded numerous medals and commendations to include the Liberation of Kuwait for Desert Shield/Storm Campaign
War veteran (Desert Shield/Storm
Primary Leadership Development Course (PLDC) graduate
Honorably discharged from service in 1993

Resume Overview

Companies Worked For:

Prime Healthcare Services
Group Health Cooperative
Medtronic Diabetes
Business Mailing Center

School Attended

Western Governors University
Liberty University

Job Titles Held:

Patient Services Coordinator
Provider Services Representative
Diabetes Care Specialist
Project Manager

Degrees

Bachelor of Science , Human Resources Management
Associate of Arts , Finance

Patient Services Coordinator Resume Example

Resume Score: 80%

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