DEANNA N. SISON

***** ** ***** ** *** *B

Auburn Wa 98092

Cell: 253-***-****

acr113@r.postjobfree.com

ADMINISTRATIVE/OFFICE SUPPORT PROFILE: Administrative support professional offering versatile office management skills and proficiency in Microsoft Office programs. Strong planner, problem solver who readily adapts to change, works independently and exceeds expectations. Able to juggle multiple priorities along with meeting deadlines without compromising quality.

Education:

Outstanding Receptionist Seminar Tacoma, Washington 2004

Business Computer Training Institute (BCTI) Tacoma, Washington 2000

Bates Technical College (GED) Tacoma, Washington 1996 - 1997

Everest College (MAA) Renton WA 2015-2016

SUMMARY OF EXPERIENCE – SKILLS AND ABILITIES:

Typing 60wpm

Data Entry/Ten Key (7,342ks)

Meeting Planning/ Coordination

Schedule/Calendar Management

Purchasing

Database Management

File/Records/Inventory Management

Customer/Client Services

Multi-line Phones/ Front Desk

Filing

Problem Solving/Resolution

Administrative Duties

Distribution

AR/AP

Invoice Coding/Billing

PROFICIENT COMPUTER SKILLS:

Microsoft Windows XP/Vista

Microsoft Office 1995 – 2001

Microsoft Application (word, excel, power point, outlook, mail merge)

I Procurement

WinZip

Court On-Line

Lawson 2009

EMPLOYMENT HISTORY:

UW CONTACT CENTER REPRESENATIVE:

UW MEDICINE- Seattle WA

June 2013-September 2015

Handles a high volume of calls in an inbound, fast-paced contact center.

Provides superior customer service to patients, families, general public, and co-workers by consistently demonstrating UW Medicine Service Standards.

Schedules new and return appointments in our electronic systems following scheduling guidelines.

Provides complete registration and scheduling services for outpatient/clinic services as per registration standards and clinic protocol.

Routes calls to appropriate clinics, answering service, and/or others as appropriate. Takes accurate and complete messages for clinic providers, staff and management.

Serves as a liaison between customers and clinics to ensure timely, appropriate transfer of information and response to inquiries.

Is a knowledgeable resource to patients/customers, striving to build patient/customer loyalty and confidence.

Resolves patient requests in one call/contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion.

Gathers information for accurate documentation of calls and enters into proper database. Verifies and update necessary information at the point of scheduling.

Coordinates incoming referrals to ensure all referrals are entered into the referral module in the Epic System including prior authorization numbers when needed.

Coordinates referral management with clinic staff and providers to ensure optimal access to specialty care.

Coordinates with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment.

Completes and enters the Medicare as Secondary Payer online form accurately for all Medicare accounts, and initiates the Advanced Beneficiary Notice as appropriate.

Coordinates with Interpreter Services as indicated.

Identifies researches and resolves patient questions and inquiries regarding the patient portal. Acts as first level technical response to questions such as password re-set, log-in issues, appointment confirmation, information in medical record looks incorrect, etc.

Demonstrates in depth knowledge of UW Medicine’s mission, vision and service offerings.

Adheres to contact center processes and workflow with an attention to continuous quality improvement.

Recognizes when customers are frustrated or may require education or instruction beyond the issue presented. De-escalates conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance.

Meets or exceeds contact center performance standards and measures with a focus on quality, accuracy and timeliness. Reaches and maintains incremental productivity levels within predetermined time frames (i.e. six, nine and twelve months). Achieves and maintains a minimum call per hour productivity standard.

Complies with the UW Medicine risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in the related policies.

Observes principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients, coworkers and health care professionals.

Demonstrates professional demeanor in appearance and behavior in all work-related interactions.

Participates and completes the required training program including annual Safety training and all required HIPAA and Compliance training.

Participates in ongoing technical, customer service, and other training to continually improve skills and stay current with changes in operations.

Data Entry-Temporary (Mitsui Soko)

Human Resources Inc-Renton/Tacoma

WA- July 2012 to June 2013

Processing incoming/outgoing mail; customer service; answering a multi-line phone system; processing orders over the phone; catering; taking credit card payments; updating customer accounts; data entry; scanning invoices; entering time-cards into database; payroll hours/pay verification; scheduling meetings; email correspondence to customers/internal employees; filing and correlating shipping documents.

Purchasing Assistant

Confidential – Tacoma, WA

October 2005 – July 2012

Creating purchase orders for jobs over $1000; working with multiple supply companies to maintain good services with our consumers; processing credit card transactions; researching order histories and discrepancies; email communication; internet researching on different office supplies and equipment; reconciling monthly credit card transactions for G/L department; provide cellular equipment and service to company staff (purchasing, activation, deactivation and approval requirements); answering a multiple phone line system; updating vendor contact information.

Administrative Assistant

Data Trace (First American RES) – Fife, WA

September 2000 – June 2005

Greeting customer, setting up meeting, answering/directing incoming calls on a multiple line phone system; input large volumes of data into a court-linked computer software program; send transmissions via email; track/distribute monthly finance reports; track accounts payables and bill backs; routing of contract proposals/closures; monitor the offices supply inventory and re-ordering; send/receive correspondences through carrier services; draft correspondence letters to customers and other offices; responsible for learning new office programs and training co-workers

Contract Worker (Temporary Work)

Human Resources, Inc – Tacoma/Renton, WA

November 1998 – October 2001

Processing incoming/outgoing mail; customer service; answering a multi-line phone system; processing orders over the phone; catering; taking credit card payments; updating customer accounts; data entry; scanning invoices; entering time-cards into database; payroll hours/pay verification; scheduling meetings; email correspondence to customers/internal employees; filing and correlating shipping documents.

Contact this candidate