Center Representative Customer Service
Resume:
Donna Smalley
Livonia, MI *****
*********@*****.***
People oriented individual with attention to detail and a positive attitude. Outstanding communication skills with strong organizational skills and shows empathy by providing excellent customer service. Authorized to work in the US for any employer
Work Experience
Central Scheduler / Call Center Representative
Michigan Otolaryngology Surgery Associates - Livonia, MI February 2021 to Present
Creates a positive first impression of the practice in greeting patients and other caller with a friendly phone voice. Schedules patients appointments according to protocols and necessary information for new and established patients. Register new patients in EMR and confirms established patients demographics. Quickly and accurately directs callers to the appropriate department/person.
• Assist Office Coordinators in 7 office with patient care and referrals.
• 70-80 daily phone calls regarding patients schedules, appointment changes and other patient needs
• Maintains documents for new patients being referred to our practice for continuing care. • Verifies patient's demographic information and insurance in multiple databases.
• Provides friendly and positive customer service in a fast paced environment. Dental Coordinator
Preferred Dental Group - Livonia, MI
February 2020 to February 2021
Responsible for checking patients out after doctor and hygiene appointments which includes taking payments, confirming follow up appointments and discussing new treatment plans for further appointments.
• Reviewing new treatment plans with patients
• Assuring the dentist schedule is filled daily by calling patients and making appointments
• Collect copay and balance owed at checkout
• Answering incoming patient phone calls to make, cancel or change appointments, directs calls and records accurate messages to Doctors regarding patient care. Front Desk Receptionist / IPC-NG-Lead / Business Associate INFINITY PRIMARY CARE - Livonia, MI
March 2016 to February 2020
Responsible for all processes related to patient scheduling, check-in and check-out, interviewing incoming patients or representatives and entering information required for admission into the computer by performing the following duties:
• Greets, registers and receives guests/patients upon their arrival.
• Collect copay and balance owed at checkout
• Verification of insurance plans to confirm coverage before patient is seen by the physicians
• Answering incoming patient phone calls to make, cancel or change appointments, directs calls and records accurate messages to Doctors regarding patient care. Customer Service Call Center Representative
ASSOCIATED RETINAL CONSULTANTS - Novi, MI
November 2014 to March 2016
Maintains daily/weekly/monthly schedules for 16 doctors in 6 Retinal Specialist offices across MI, handling an average of
70-80 daily phone calls regarding patients schedules, appointment changes and other patient needs
• Assist Office Coordinators in 6 office with patient care, referrals and prescription refills.
• Maintains documents for new patients being referred to our practice for continuing care
• Verifies patient's demographic information and insurance in multiple databases
• Provides friendly and positive customer service in a fast paced environment Customer Service
KOHL'S DEPARTMENT STORE - Westland, MI
September 2009 to November 2014
• Maintains and manages multiple departments
• Assists Store Managers with special projects and merchandise setups and displays
• Provides friendly customer service in a fast paced environment Customer Service
BED BATH and BEYOND - Westland, MI
October 2002 to May 2006
• Maintained and managed multiple departments
• Assisted Store Managers with special projects and merchandise setups • Provided friendly customer service
Contracts Specialist
UNITED PHYSICIANS - Bingham Farms, MI
January 1999 to October 2002
• Liaison between physicians offices and several healthcare companies
• Worked with physician's office managers assisting them with contracts, address changes, resolving claim issues and adding new physicians to existing contracts
• Tracked Annual Dues paid by over 2,600 physicians
• Responsible for administrative duties such as daily and weekly reports and updating physicians internal records
Education
High School Diploma
REDFORD UNION HIGH SCHOOL - Redford, MI
1986 to 1990
Skills
• Phone system
• Keyboarding
• Ipc
• Database
• Database systems
• Emr
• Receptionist
• Billing
• Scheduling
• Data Entry
• Filing
• Ability to learn new concepts quickly
• Works well without supervision
• Ability to multitask
• Provides results in a fast paced working environment
• Positive and friendly voice and attitude
• Proficient keyboarding skills, knowledge of multiple database systems
• Proficient with EMR- Athena and InstaMed, the Multiple phone systems
• Proficient with Insurance Web pages for verifying insurance
• Customer Service Skills
• Microsoft Word
• Microsoft
• Clerical
• Inventory
• Management
• Microsoft Office
• Organizational Skills
• Outlook
• Excellent communication skills
• Friendly smiling voice
• Epic
• Medical Records
• HIPAA
• Medical Scheduling
• Medical Office Experience
• Communication skills
• Customer service
• Microsoft Excel
• Windows
• Dentrix (1 year)
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