Customer Service Administrative Assistant

Anita Fullard Guyton

**** ****** ****** ************, ** 19144

215-***-**** ********@***.***

PROFESSIONAL PROFILE

Passionate Employee Relations with exceptional communication, interpersonal and leadership capabilities over ten years’ experience in a health care setting. Demonstrated ability to lead and facilitate organizational excellence in patient and family experience. Specializing in counseling diverse populations in collective bargaining and contract agreement, conflict resolution, ADA regulations, Title VI and VII regulations. Strong advocate for crafting processes to place patients and their families at the forefront of all care decisions. Skilled change agent.

CORE COMPETENCIES

• Microsoft Suite Proficiency • Labor Relations • Research Proficiency

• Patient Services • Customer Service • Employment Law

• Organizational Skills • Interviewing • Conflict Resolution

• Staff Training and Development • Negotiation Skills • Strategic Decision Making

PROFESSIONAL EXPERIENCE

Temple University, Philadelphia, PA 10/2010 – 06/2017

Patient Representative/Patient Advocate

Assisted patients with all aspects of insurance billing resolution or payments and documented any information or conversations in the computer regarding the patient's accounts.

Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.

Greeted approximately 200 patients a day, received patient’s demographic information, input data and escorted patients and family members to their assigned rooms.

Collaborated with IT department to develop technology innovation to import/export imaging.

Communicated with physicians, technicians and families on status of procedures.

Performed general medical office duties including answering phones, coordinating receipt of medical records, and scheduling patients.

Facilitated training and on boarding process for all new employees.

Engaged legal, bargaining units and upper management in all required cases.

Abington Memorial Hospital, Abington, PA 01/2005 – 10/2010

Diversity Coordinator

Collaborated with the HR team and strived to eliminate cultural barriers

Revamped and implemented hospital policies and prevented any racism, and discrimination amongst employees and patients.

Identified billing discrepancies resulting in 60k savings on Interpreter services

Organized training for the staff to educate them about diverse cultures and traditions

Identified and removed communication obstacles by altering communication methods and instituting verbal and written translation services.

Negotiated in house Interpreter services program to eliminate 3rd party vendor.

Ensured legally mandated services for psychically challenged employees were implemented.

CERTIFICATIONS

Train the Trainer Certification - Abington Memorial Hospital

Healthcare Management Certification - Rosemont College

EDUCATION

Rosemont College, Rosemont, PA

Masters in Science and Management

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