Conflict Management, Typing HIPAA Phone Etiquette
Resume:
Priscilla St John
Derry, NH *****
***********@*****.***
Organized individual who handles clerical and administrative tasks in a fast-paced work environment. Exceptional interpersonal skills, work-flow, prioritization and computer skills. Specialized in health information technology, assisted in local and state law enforcement calls/procedures and maintained patient/individual files in accordance with state and federal requirements. Authorized to work in the US for any employer
Work Experience
Patient Services Representative
Belmont Family Health Center - Belmont, NH
November 2018 to March 2021
Provided administrative, secretarial and clerical support in a busy medical office, by greeting and registering patients. Also provided clerical support to the staff and providers by answering phones, taking appropriate messages, typing necessary correspondence, processing referrals and orders. Developed departmental goals, objectives, performance standards, policies, and procedures with skill. Used department software to collect and process co-payments and out-of-pocket expenses. Informed patients about treatment options and payment options. Put together and disassembled patient charts according to departmental policies. Provided patients with informational materials, such as necessary forms and important brochures outlining hospital procedures and rules.
Copied, logged, and scanned supporting documents before filing everything in the client's files. Entered data into the system, including payments, account information, and call logs. Scanned patient and registration documentation into an electronic patient record. Went into patients' rooms to gather insurance and financial information for registrations. Entered patients' information into the system by documenting key information, confirming eligibility, and verifying insurance benefits.
Collected copayments and kept track of my finances on a daily basis. Arranged transfers from outside facilities by effectively communicating with facility representatives, physicians, and nursing staff.
Aided patients in completing check-in and payment. Police Dispatcher
Gilford Police Department - Gilford, NH
November 2013 to December 2019
Received emergency and non-emergency calls from the public and law enforcement agencies via telephone, radio systems and computer-aided dispatch (CAD) systems Prioritized calls and dispatched appropriate police units and other agencies (Including Fire and EMS) Reviewed security footage of crimes and relayed inform to field units Accessed and entered sensitive data in local/state/national databases Performed record checks and organized resulting information into packets and distributed them to the appropriate parties via fax or email
Took public emergency and non-emergency calls and supervised response prioritization in order to dispatch official units such as police, fire, and
EMS in real-time environments.
Increased productivity by ensuring prompt emergency response with no delays in service delivery. Entered data into the system, including payments, account information, and call logs. Reduced risks and issues with emergency response by observing public safety field units. Interrogated callers to determine the nature of their problems and their locations in order to determine the appropriate response.
Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals. Was responsible for monitoring alarm systems and closed circuit televisions in order to dispatch appropriate police responses to intrusions and trouble-indicated alarms. Was in charge of receiving requests and reports from police officers, medical dispatchers, and firefighting crews using telephone and radio equipment.
Answered an average of 80 calls, emails, and faxes per day. Entered criminal record checks, driver's license numbers, and warrants into telecommunications systems to fulfill officer requests.
Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Studied system maps and caller information, as well as documenting all system details. Copied, logged, and scanned supporting documents before filing everything in the client's files. Communicated the most up-to-date information to first responders through electronic means, phone calls, and radio responses.
Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away. Took basic information from callers and answered calls from an automated routing system. Assisted various business groups with document organization and dissemination during acquisitions. Read the system maps and caller information, and I entered all of the information into the system. Patient Services Representative
Lakes Region General Hospital - Laconia, NH
May 2007 to September 2013
Provided administrative, secretarial and clerical support in a busy medical office, by greeting and registering patients. Also provided clerical support to the staff and providers by answering phones, taking appropriate messages, typing necessary correspondence, processing referrals and orders. Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
Aided patients in completing check-in and payment forms. Schedule, screen, and follow-up with all patients for tests, surgeries, consultations, and other procedures. Developed departmental goals, objectives, performance standards, policies, and procedures with skill. Used department software to collect and process co-payments and out-of-pocket expenses. Informed patients about treatment options and payment options. Put together and disassembled patient charts according to departmental policies. Was in charge of compiling and reviewing medical records. Provided patients with informational materials, such as necessary forms and important brochures outlining hospital procedures and rules.
Copied, logged, and scanned supporting documents before filing everything in the client's files. Entered data into the system, including payments, account information, and call logs. Scanned patient and registration documentation into an electronic patient record. Went into patients' rooms to gather insurance and financial information for registrations. Entered patients' information into the system by documenting key information, confirming eligibility, and verifying insurance benefits.
Collected co-payments and kept track of my finances on a daily basis. Arranged transfers from outside facilities by effectively communicating with facility representatives, physicians, and nursing staff.
Aided patients in completing check-in and payment forms. Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
ACCOMPLISHMENTS
Consistently received positive feedback from patients/individuals/members and created repeat business by developing long-term relationships with customers. Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction. Telephone Service: Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
Education
Some College
Concord's Community College - Concord, NH
High school diploma or GED
Skills
• Inbound and outbound calling Customer service Microsoft Office Avaya software customer management systems Critical thinking Cold calling/ warm transfers Prioritization Customer satisfaction Conflict and dispute resolution Active listening Adaptive team player Positive learning process Computer proficiency Quick learner Creative problem solving Dependable and reliable Cheerful and energetic Reading comprehension Effective team player Grammar High-energy attitude Client-focused Strong communication skills Detail-oriented Time management skills Resolution- oriented Microsoft Outlook Excellent Multitasking Organizational strengths Flexible scheduling
• Medical Office Experience
• Insurance Verification
• Telecommunication
• Medical Records
• Medical Terminology
• EMR Systems
• Medical Scheduling
• ICD-10
• Computer Skills
• Conflict Management
• Hospital Experience
• Clerical Experience
• Typing
• HIPAA
• Phone Etiquette
• Laboratory Experience
• Medical Billing
• Quality Assurance
• Patient Care
• Anatomy Knowledge
• Customer support
• Communication skills
• 4G/LTE
• Customer service
• English
Assessments
Customer focus & orientation — Proficient
March 2022
Responding to customer situations with sensitivity Full results: Proficient
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