Tempest Odom
Charleston
Summary
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.
Overview
9
9
years of professional experience
Work History
Patient Access Representative
MUSC
08.2023 - Current
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Engaged with patients to provide critical information.
- Provided excellent customer service to patients and medical staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Customer Service Representative/ Email Agent
Alorica
06.2020 - 06.2023
- Assisted customers with a warm and professional attitude
- Resolved customer information and complaints
- Managed client records
- Send and receive emails to consumers
- Send Safety Assessment surveys
- Respond to social media inquiries
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
Shift Manager
Burger King
05.2015 - 02.2020
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Exercised composure under pressure and in escalated customer service scenarios.
- Identified potential bottlenecks in the operational processes which resulted in improved productivity levels over time.
- Assigns tasks to employees on shift
- Calls in replacements in the event of an employee call-in or no-show
- Addresses and resolves customer inquiries and complaints
- Cleans and organizes work area (e.g
- Retail space, restaurant, bar, etc.) as needed
- Engages with customers to ensure they are satisfied with service and products offered
- Promotes specials, sales, and new products or services when relevant
- Orders supplies and products when stock runs low
- Manages cash intake, counting out registers at regular intervals and tabulating profit at the end of the shift
- Reports losses, employee behavioral issues, serious customer complaints, and other significant issues to upper level management
- Signs for deliveries
- Distributes payroll checks
- Adheres to and enforces company policies and guidelines
- Enforces the proper disciplinary measures when subordinate employees fail to adhere to company policy
- Assists in interviewing applicants for open positions
- Oversees employee training sessions
- Works with HR to process new employee paperwork.
Education
Bachelor of Science - Counseling Psychology
Capella University
Minneapolis, MN12.2024
High School Diploma -
West Ashley High School
Charleston, SC06.2014
Skills
- Cash handling
- Problem solving
- Leadership skills
- Management
- Interviewing
- Payroll
- Accounts Receivable
- Bank Reconciliation
- Microsoft Dynamics GP
- Accounts Payable
- Customer Service and Assistance
- Creating Accounts
- Consultations and Recommendations
- Documenting Problems
- Loyalty Programs
- Call Control
- Troubleshooting and Resolution
- Client Rapport-Building
- Collaborative Environments
- Explaining Policies
- Product Launching
- Product Selection
- Client Relationships
- Financial Transactions
- Stress Management
- Best Practices Management
- Information Updates
- Patient Callbacks
- Operational Efficiency
- Portfolio Review
- Policy and Procedure Adherence
- Performance Goals
- Systems Evaluation
- Trained in Salesforce
- Data Integrity
- Customer Understanding
- Financial Statements
- POS Systems and Ordering Platforms
- Microsoft Office
- Continuous Improvement
- Document Uploading
- Electronic Information Systems
- HIPAA Compliance
- Appointment Scheduling
- Insurance Verification
- Training Coordination
- Multitasking and Organization
- Patient check-in
- Pre-Admission Requests
- Registration and Admissions
- Phone and Email Etiquette
- Information Collection
- Scheduling Diagnostic Procedures
- Patient Education
Affiliations
- HFMA Enterprise Member
Languages
English
Native or Bilingual
Timeline
Patient Access Representative
MUSC
08.2023 - Current
Customer Service Representative/ Email Agent
Alorica
06.2020 - 06.2023
Shift Manager
Burger King
05.2015 - 02.2020
Bachelor of Science - Counseling Psychology
Capella University
High School Diploma -
West Ashley High School
Similar Profiles
LaChyna WilliamsLaChyna Williams
Patient Care Technician at MUSCPatient Care Technician at MUSC
Dane JablonskiDane Jablonski
Neurosurgery Job Shadow at MUSCNeurosurgery Job Shadow at MUSC
Haile DardenHaile Darden
Volunteer at MUSCVolunteer at MUSC