Service Specialist Patient

Gracie P. Smith

***** ******** ***, ************, ***** 78660, Phone number 512-***-****

Education

Medical Assistant - 2005

Concorde Career College – Arlington, Texas

Work History

Patient Service Specialist 3-Hematology/Oncology

Baylor Scott and White Health – Round Rock, Texas March 2020-Present

Assists in the hiring process and serves as a peer interviewer. Performs all duties associated with patient relations, check-in or check-out, scheduling patients for Infusion treatment and Chemo treatment. Scheduling appointments for Ultrasound, X-Ray, CT, PET scan, Labs and MRI of all kinds, insurance verification and answering phones. Participates in process improvements initiatives. Facilitates or leads team meetings. Attends huddles, tracks metrics and maintains huddle boards. Mentors and trains staff in processes and procedures. Provides training on applications, website and other resource access.

Patient Service Specialist II-Internal and Family Medicine/Ophthalmology

Baylor Scott and White Health – Round Rock, Texas February 2018-February 2020

Check in and check out patients for Internal, Family and Ophthalmology clinics. Call different medical facility to schedule for Stat orders. Schedule follow – up, Bone density and Mammogram screening appointments, order diagnostic tests as directed. Interview patients to obtain demographic and insurance information necessary for medical record identification and bill processing. Inputs patient registration information into computer registration system and verifies accuracy of information. Provides medical and procedural information to patients. Facilitates patient and information flow by directing patients to correct locations, answering incoming telephone calls, and providing clerical support. Run reports for MyChart and co-pays. Update huddle board, block, build and open providers schedules. Run Recondo, balance I-Payment, scrub providers schedules, electronically room patients. Make confirmation calls, work the work queue list which includes referrals and reschedule doctor’s patients. Help with another department like Pediatric.

Patient Service Specialist 2 – Mental Health

Baylor Scott and White Health – Round Rock, Texas June 2017 – February 2018

Check out patients. Schedule follow – up appointments, order diagnostic tests as directed. Interview patients to obtain demographic and insurance information necessary for medical record identification and bill processing. Inputs patient registration information into computer registration system and verifies accuracy of information. Answer incoming telephone calls and provide clerical support. Make confirmation calls, work the work queue list and reschedule doctor’s patients.

Contact Center Specialist I

Baylor Scott and White Health – Round Rock, Texas August 2016-June 2017

Responsible for professionally and enthusiastically answering incoming calls and electronic requests from patients, family members and other external parties to register new patients, schedule healthcare appointments, answer questions, handle complaints, troubleshoot problems and provide information on behalf of the institution. Ensures accurate, compliant and timely registration of new patients to ensure optimal service and facilitate financial reimbursement. Verifies insurance coverage or determines patient self-pay responsibility and provides cost information. Schedules appointment for the patient or family member with a financial counselor if appropriate. Interprets physician orders to schedule appointments and ancillary tests.

Caregiver

Caring Home Health – Georgetown, Texas March 2014-February 2016

Assist client with dressing, undressing, laying out clothes and assist to changing, button, zipper, shoes and socks. Help clients with hair and skin care, grooming, bathing, ambulation, cleaning the house, laundry and transfer. Other duties are meal preparation and shopping.

Customer Service Representative

Progressive Insurance – Austin, Texas August 2011-August 2012

Educate customers on auto coverage and special lines. Take payment, waive late charge, explain billing information, delete and add vehicle, cancel coverage, insurance state reporting, offer auto discounts, home and renters' insurance. Assist customer with online account and reset user ID and passwords. Gathered and verified all required customer information for tracking purposes.

Mortgage Collector II

Bank of America Home Loans – Fort Worth, Texas April 2009-August 2011

Work in the loan servicing line of business assisting customers experiencing financial difficulties with their delinquent home loans. My primary responsibilities include resolving late-stage delinquencies on home loans through both inbound and outbound collection calls. Possess ability to diffuse high tension situations and use dispute resolution skills to help resolve disputes. Use customer service-oriented telephone etiquette to communicate and obtain information. Work with customers to help them understand their mortgage terms, review delinquency patterns and negotiate payment arrangements.

Home Base Passenger Reservations

American Airlines – Fort Worth, Texas October 2007-January 2009

Work at home in a call center environment. We deal with customer service, sales and data entry. Handle all escalations, credit card payments and schedule all domestic and international flights. Answered a constant flow of customer calls.

Assistant Customer Service Manager

American Airlines Cargo-DFW Airport September 1995-October 2007

Coach and counsel personnel and provide guidance to team on customer service and performance issues, monitors heavy volume of calls on agents. Supervises airport operation agents,TWU clerks involved in PPS and Cargo office functions. Monitor lost time and administer attendance control. Operation included scheduling, hiring and training. Communicate with managers, peers both within their immediate department as well as with other departments to ensure compliance with all operations AA safety, FAA, Material Safety Data Sheets (MSDS), OSHA and others government requirements during tour of duty. Extensive sales training and address and resolve customer product complaints with professionalism.

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