Access Representative Customer Service

DANIELLE T. BROWN

**** ****** **** ** ****** Ga *0519 • 470-***-****

*****************@******.***

To obtain a position that will enable me to use my strong organizational skills, award-winning educational background, and ability to work well with people. Kaiser Permanente-Duluth Ga

November 2021-present

• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.

• Operates in a high volume, highly structured call center environment by responding to incoming calls.

• Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.

• Prioritizes member needs and offers alternatives to members when appropriate.

• Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.

• Uses tact and diplomacy in handling difficult interactions with members.

• Determine if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call to a Registered Nurse when appropriate.

• Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.

• Responds in a courteous and professional manner to general questions, using on-line databases to provide information to any member or other personnel calling the center.

• Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.

• Must perform all of the above duties while meeting established standard of performance for quality and productivity.

• Performs clerical duties which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointment for specialty appointments, calling members to cancel and reschedule appointments.

• Principle Job Duties and Skills:

• Answer incoming calls.

• Determine type of appointment needed, determine appointment availability and schedule appointments.

• Prioritize member's need and offer alternatives to member when appropriate.

• Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.

• Compose messages to providers or other medical staff based on member requests.

• Utilize databases to give information to members and other callers as requested.

• Refer members to eligibility department as appropriate. Macys Logistics Operation - Stone Mountain, GA - March 2009 to april 2016 Customer Care Coordinator

• Handled scheduling for all routes in the southeastern region as well as customers

• Daily, weekly and Monthly reports to VP of MACYS Inc. / Bloomingdales

• Changed delivery dates and V.I.C inspection

• Effectively managed and responded to over 1000 calls for information in one day, without any complaints from callers.

DeKalb County School District – Stone Mountain, GA- October 2008 to July 2013 Nutritionist

• Monitored food service operations to ensure conformance to nutritional, safety, sanitation and quality standards.

• Inspected meals served for conformance to prescribed diets and standards of palatability and appearance.

• Counseled individuals and groups on basic rules of good nutrition, healthy eating habits, and nutrition monitoring to improve their quality of life. Macys Logistics Operation – Stone Mountain, GA – April 2016 to June 2016 Omni Channel Planner

• Assist with MACYS Inc. / Bloomingdales stock orders and customer special orders.

• Daily written orders to be process

• Exchange customer merchandise when requested

• Partner with different vendors for ship dates

Grady Memorial Hospital - June 2016-May 2020

Patient access Representative

• Provide great customer service to patients

• Conduct new patient intake interviews through obtaining their demographical and financial information

• Input patient information into database at an efficient pace and sense of urgency

• Escort patients to their appropriate examination rooms

• Epic training

• Notify members of appointment/scheduling changes by telephone as directed.

• Schedule reschedule and/or verify appointments.

• Answer member inquiries.

• Contact appropriate department to obtain medical record numbers of new enrollees.

• Assist in resolving problems related to duplicate medical record numbers.

• Initiate change of physician requests.

• Initiate change forms for corrected medical record numbers.

• Verify and update member demographics.

• Perform on-line inquiry functions.

• Perform data retrieval of computerized data.

• Record and maintain activity logs.

• Clear paper jams and other routine maintenance of printers/copiers.

• Recommend procedure changes.

• Train and orient new or less experienced personnel.

• Serve as resource persons to co-workers and assist in problem solving.

• Perform other activities and duties as directed.

• Initiate telephone calls to physicians or other medical office staff when indicated to assist members.

• Assume other activities and responsibilities from time to time as directed. ACCOMPLISHMENTS

• Trained 15 groups of new staff members in providing dedicated customer services to patrons

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). SKILLS Word Processing, Schedule Management, Systems Analysis, Time Management, Microsoft excel, Mainframe, (kronos based time and attendance) Adaptability. CPR/First Aid/AED Certification- Current

EDUCATION

BS in Healthcare Administration

University of Phoenix- Tempe, AZ

2021

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