Patricia Johnson
Anderson,S C
Summary
(Able to work from home or on job site)
Driven by a commitment to excellence, I leveraged my expertise in cross-sectional anatomy and exceptional customer service skills at Magellan Health, LLC - National Imaging Associates, Inc. By implementing quality assurance controls and fostering strong client relations, I significantly enhanced diagnostic accuracy and patient satisfaction, contributing to a positive shift in healthcare delivery standards. Imaging Authorizations for specific scans and the ICD-9-10 codes and CPT Codes for diagnosis and procedures. (Example; with \ without contrast, Nuclear Imaging with or without Thallium, Tumor Imaging PET Scans, etc) Patient Service Representative with 6 years of experience in healthcare. Ready to bring 6 years of relevant work experience to this team. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience in the Medical Imaging Authorizations for 40- 60 different health insurances nationwide (United Health Care, Aetna, Humana, Blue Cross Blue Shield, etc.)
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
8
8
years of professional experience
Work History
Authorizations for Medical Imaging Scans
Magellan Health, LLC - Nation Imaging Associates
12.2005 - 01.2011
- Collaborated with radiologists to interpret images accurately, leading to informed diagnoses and treatment plans for patients.
- Continuously updated professional knowledge base through participation in seminars, workshops, conferences related to Medical Imaging Technology advancements.
- Reduced patient wait times through efficient scheduling, prioritization, and coordination of imaging services.
- Facilitated seamless communication among team members during critical situations such as emergency cases or technical issues arising during procedures.
- Contributed significantly towards improved departmental productivity by working efficiently in stressful, time-sensitive situations.
- Enhanced diagnostic accuracy by performing high-quality imaging examinations using various modalities.
- Stayed current on technological advancements within the field by attending professional development courses regularly.
- Contributed to facility accreditation through diligent compliance with industry standards and best practices in medical imaging technology.
- Assisted physicians with interventional procedures, ensuring proper positioning, technique, and image acquisition for successful outcomes.
- Implemented quality assurance measures to ensure consistent performance across all aspects of the imaging process.
- Streamlined workflow for increased efficiency by collaborating with multidisciplinary teams in a fast-paced clinical setting.
- Improved patient care by maintaining accurate and timely documentation of medical imaging procedures.
- Reviewed physicians' orders to determine medical imaging needs and operated radiologic equipment to capture, develop, and produce diagnostic images.
- Handled private and confidential information in compliance with hospital policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Hotel Online Reservations
Best Western Hotels & Resorts
05.2003 - 11.2005
- Processed reservation modifications and cancellations accurately, minimizing revenue loss for the hotel.
- Collaborated with other departments to ensure seamless booking experiences for group reservations.
- Managed high call volumes efficiently, maintaining professionalism and exceptional service standards.
- Assisted guests with special requests, ensuring a personalized and memorable experience.
- Provided exceptional communication skills when interacting with guests via phone or email correspondence.
- Performed routine reconciliations of reservations reports, ensuring accuracy and identifying discrepancies as necessary.
- Contributed to a team-oriented work environment, fostering strong relationships with colleagues.
- Increased customer satisfaction by promptly and accurately processing hotel reservations.
- Participated in ongoing training sessions provided by the company to continuously improve job performance and stay current on industry best practices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Education
Associate of Science - Computer Networking And Telecommunications
Everest College
Phoenix, AZ01.2011
GED -
Cobb Adult Education For GED
Marietta, GA10.1985
Skills
- HIPAA Compliance
- Critical Thinking
- Customer Service
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Client Relations
- Call Center Operations
- Order Processing
- Data Collection
- Prioritization
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Clerical Support
- Live chat support
- Dispute Resolution
- Product and service solutions
- Multi-line phone talent
- Assertiveness
- Order Fulfillment
- Research
- Office equipment proficiency
- Proofreading
- Service standard compliance
- Document Control
- Medical terminology knowledge
- Quality Assurance Controls
- POS systems expert
- Information Security
- Call triaging
- Receiving support
- Promotional support
- Anatomy knowledge
- Patient confidentiality
- HIPAA
- Healthcare regulations
- Radiology
- Insurance Verification
- Medical coding knowledge
- Data entry proficiency
- Prior authorization processing
- Data Entry
- Authorizations understanding
- Information Analysis
Timeline
Authorizations for Medical Imaging Scans
Magellan Health, LLC - Nation Imaging Associates
12.2005 - 01.2011
Hotel Online Reservations
Best Western Hotels & Resorts
05.2003 - 11.2005
Associate of Science - Computer Networking And Telecommunications
Everest College
GED -
Cobb Adult Education For GED
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