Patient Experience Specialist with Healthcare Focus

Imani Taylor

*** ****** *** ****** ********, SC *9229 803-***-****

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

Skills

Leadership qualities

Data entry

Claims processing

software

Medical terminology

proficiency

Healthcare

Problem resolution

Data entry proficiency

Verbal communication

Claims review

Customer service

Problem-solving

Microsoft Excel

Time management

Complaint resolution

Education

Midlands Technical College

West Columbia, SC -

Expected in 10/2028

Associate of Science: Dental

Hygiene

Blythewood Highschool

Blythewood, SC- 06/2022

Highschool Diploma

Adept at enhancing patient and customer experiences, I leveraged leadership qualities and data entry proficiency at Aspen Dental to significantly improve satisfaction levels. My background in healthcare, combined with exceptional problem-solving skills, has consistently driven positive outcomes, including a notable increase in patient and client retention rates.

Work History

Aspen Dental - Patient Experience Coordinator

Lexington, SC 01/2024- Current

Collaborated with interdisciplinary teams to identify areas for improvement in the patient experience process.

Analyzed trends in patient feedback data to identify opportunities for continuous improvement within the organization's care delivery model.

Facilitated support groups for patients and caregivers, promoting emotional well-being and a sense of community.

Played an active role in creating an environment where open dialogue between healthcare professionals and patients was encouraged.

Developed and implemented patient experience strategies for enhanced quality of care.

Collaborated with marketing teams to develop patient testimonials, promoting the organization's commitment to exceptional care experiences.

Improved patient satisfaction by addressing concerns promptly and efficiently.

Conducted regular audits on patient feedback data, implementing necessary changes to improve overall satisfaction levels. Organized educational resources for patients and families to better understand conditions, treatments, and care plans. Ensured timely updates on patient status or condition changes were communicated effectively among all relevant parties involved in the care process.

Provided excellent customer service to patients and medical staff. Verified patient insurance eligibility and entered patient information into system.

Answered incoming calls, scheduled appointments and filed medical records.

Bank of America - Customer Service Representative

01/2022-12/2023

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Responded to customer requests for products, services, and company information.

Assisted customers in navigating company website and placing online orders, improving overall user experience.

Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Blue Cross Blue Shield - Claims Processing Specialist 05/2022-12/2022

Handled complex cases with a keen attention to detail, ensuring proper evaluation and adjudication of each claim.

Enhanced customer satisfaction with timely claim resolution through effective communication and follow-up.

Maintained up-to-date knowledge of industry regulations, ensuring accurate and compliant claims processing.

Developed strong rapport among clients by addressing their concerns promptly, which ultimately resulted in higher client retention rates.

Contributed to departmental goals by consistently meeting or exceeding individual performance metrics for both quality and quantity of processed claims.

Participated in ongoing professional development programs within the industry, staying current on best practices for efficient claims management.

Reduced claim errors by conducting thorough investigations and obtaining all necessary documentation.

Established strong working relationships with healthcare providers, fostering better collaboration during the claims process. Imani Taylor

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