Patient Relations Specialist Resume Owings Mills, MD - Hire IT People

SUMMARY:

A seasoned professional with extensive experience in providing outstanding customer service to clientele
Dedicated to maintaining the highest standards possible
Knowledgeable and sensitive of multicultural diversity with outstanding oral and written skills
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

KEY SKILLS

Operating Systems: Microsoft Windows 8

Word Processing: Microsoft Office Suite (Word, Excel, Access)

Software: QNXT Systems, Emdeon (ABF) System, E-Track System, Keona Health System, EMR (Electronic Medical Records), Allscripts/Clinical Systems

Equipment: Fax, Copier, Shredder, Laminator, POS

Typing Speed: 65 WPM

EXPERIENCE:

Confidential, Owings Mills, MD

Patient Relations Specialist

Responsibilities:

Serve as a liaison between patients, families, and all departments, facilitating conflict management and complaint resolution for the most complex and sensitive situations
Answer incoming calls from patients, providers, pharmacies, and insurance companies
Responsible for refilling patient prescriptions
Appropriately schedule patient appointments based on physician guidelines and follow up with appointment reminder cards
Respond to incoming phones calls for all sites promptly and in an exceptional quality manner
Clearly and concisely document every patient request and pertinent information via EMR so that practice can successfully respond to patient needs
Through appropriate call control, ensure that calls are handled efficiently to attain daily call production goals
Maintain strong knowledge of all site protocols and physician schedules/changes to ensure appropriate information is provided to patients.

Confidential, Baltimore, MD

Provider Services Representative

Responsibilities:

Answered incoming calls from providers
Assisted providers with claim status, benefits information, referral/authorization information, appeal status, and plan descriptions
Documented calls into call tracker, utilizing Microsoft Excel in this process
Communicated with other departments to try and resolve provider issues

Confidential, Elkridge, MD

Customer Service Call Center Representative

Responsibilities:

Responsible for answering multi-line phones in que while transferring calls to the appropriate staff members
Performed numerous data entry tasks including processing invoices and updating client files in system
Conferred with customers by telephone about HT Ride services, entered trips, and cancelled and suspended accounts
Produced monthly reports and verifications
Kept record of customer trip history, complaints, comments, as well as actions taken and document them in the system
Referred all unresolved customer complaints to designated departments for further investigation
Conducted investigations when there is a trip dispute by tracking down the call in recording systems

Confidential, Forestville, MD

Executive Assistant

Responsibilities:

Completed general administrative task, to include: filing, faxing, creating spreadsheets, answering phones, managing personnel files, sending emails on behalf of the CEO
Advised clients by providing information on professional services
Documented sales by creating or updating client profile records
Attended seminars, job fairs, conventions along with or on behalf of the CEO to spread knowledge of services and gain clientele
Monitored social media and created posts and provided feedback in order to gain clientele
Responsible for communicating on behalf of the CEO in regards to pricing info, phone consultations and scheduling information
Created and revised agendas, pricing sheets, memos and pamphlets using Microsoft Office Suite
Tracked and balanced all funds and expenses for the revenue of the business for tax purposes