Patient Services Representative
Resume:
Sierra M. Shingler
Bladensburg MD 20710
ad5o03@r.postjobfree.com
PROFESSIONAL SUMMARY:
Patient Relation Specialist with extensive experience and remote experience in providing administrative support to complex medical groups and health clinics. Skilled in managing office functions, including customer service, patient appointments, records management, insurance verification, provider template building and coordinating. Successful in achieving delivery of care with HIPPA by automating charting systems and continuously measuring performance metrics while servicing patients. Seeking to take career steps in health administration with a respected organization dedicated to providing high-level care to diverse patient populations.
SKILL
● Capacity Planning
● Quality Control
● Documentation
● Critical Thinking
● Microsoft (Excel,Word,Powerpoint,Sharepoint,Teams)
● Appointment Scheduling
● Administrative Support
● Daily Logs
● Patient and Family Liaison
● EMR Systems(IDX,Athena,Cerner,EPIC)
● Customer Service
● HIPAA Regulations
● Grievance Procedures
● Insurance Authorizations
● Patient Medical Histories
● Call Transfers
● Outbound Calling
● 60-70 WPM Typing Speed
● Patient Registration
EXPERIENCE
Master Scheduler
July 2021-July 2023
George Washington Medical Faculty Associates, Arlington VA-Remote
● Maintained Provider Templates and schedules using Epic EMR system as template builder.
● Used Qgenda system to maintain PTO, On Call Schedules, and education seminars
● Used excel and Microsoft for data entry of productivity of providers schedules.
● Contacted Administrative Assistant for updated template schedules and surgery schedules
Contact Center Team Leader
July 2020-July 2021
George Washington Medical Faculty Associates, Arlington VA-Remote
● Monitored daily call volume activity and adjusted staffing levels accordingly.
● Developed strategies to reduce average handle time while maintaining quality standards.
● Conducted regular performance evaluations for staff, providing feedback and coaching to improve individual skill sets.
● Utilized tools such as CRM systems effectively to track progress of cases.
● Worked closely with senior management to develop action plans for long-term success.
● Resolved escalated customer inquiries in a timely manner.
● Maintained a positive work environment by addressing team issues quickly and efficiently.
Patient Relation Specialist
July 2023 - October 2023
George Washington Medical Faculty Associates, Arlington VA-Remote
● Provided excellent customer service by responding promptly to inquiries and complaints.
● Identified trends in customer feedback data using CRM System C360.
● Ensured all patients were treated with respect and dignity in accordance with company policies and procedures.
● Developed and implemented patient satisfaction surveys to measure service quality.
● Conducted follow-up calls to verify that the resolution was satisfactory for the patient's needs.
● Coordinated with other departments within the organization to resolve complex cases involving multiple stakeholders. EDUCATION
June 2018
Certification in Medical Office Professional
Career Technical Institute, Washington DC
June 2016
High School Diploma
Thurgood Marshall Academy, Washington DC
CERTIFICATION
● Epic Template Builder
● C360
References
Kesia Dixon (Medical Assistant Teacher)
Career Technical Institute
ad5o03@r.postjobfree.com
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