Experience

HealthTexas Provider Network (HTPN)

• United States
• Medical Practices
• 300 - 400 Employee

• Contact Center Manager

  • Aug 2021 - Present

• Contact Center Supervisor

  • May 2017 - Aug 2021

  • Conduct the interviewing, hiring, training and performance evaluation of employees.• Manage, process, and review time sheets, payroll, and daily attendance of employees.• Investigate, resolve, and document resolution of patient complaints concerning services provided by practice.• Responsible for overseeing a staff of 37 contact center agents, and supervise daily activities of contact center to ensure efficient operations.• Ensure that policies and procedures for assigned practice are complimentary to Health Texas Provider Network (HTPN) goals.• Partner with various staff members regarding practice operations as related to the contact center.• Coordinate and lead monthly staff meetings to provide a forum for open communication and problem resolution and to ensure daily goals were met. Show less

• Referral Coordinator/Patient Access Specialist I

  • Apr 2015 - Apr 2017

  • Team lead for specialty scheduling where I oversaw a team of two, who were responsible for scheduling of new patient appointments for three specialty practices.• Scheduled new patient appointments for HTPN dermatology, neurology, orthopedic, and primary care locations.• Trained and mentored new employees on the referral coordination workflows as well as policies and procedures.• Received and processed HTPN referrals; verified patient insurance and obtained referral authorizations when necessary.• Tracked all referrals with EHR application for reporting purposes, and worked closely with HTPN practices to ensure the patient appointment is scheduled in a timely manner. Show less

• Referral Coordinator

  • Sep 2011 - Apr 2015

  • Scheduled new consultations with DDA specialists in the neurology and endocrinology department.• Processed physician referrals and orders to external specialists and facilities outside the BSWH/HTPN network• Created an ongoing referral tracking system that monitored all referrals processed each month, and ran a monthly referral report to ensure that all referrals have been completed.• Established working relationships with outside clinics, physicians and facilities.• Researched local providers and medical services, establishing new contacts and resources for patients.• Conducted business lunch meetings with allied medical professionals to enhance patient referral sources.• Coordinator for different charity projects, office morale-enhancement and team-building exercises, and served as Project Manager on annual team-building ventures. Show less

• Physician Office Rep

  • Nov 2008 - Sep 2011

  • Participated in the selection and recruitment of qualified candidates for employment.• Responsible for the training of new employees on office policies and procedures, as well the upkeep of training materials.• Greeted patients and visitors, while directing them to the appropriate locations in a courteous, polite and helpful manner.• Scheduled and confirmed patient appointments and procedures, registered patients according to clinic protocol, and assisted in the completion of the appropriate forms.• Maintained open lines of communication between patients, physicians, and staff, and respected and maintained privacy of patients, assuring patient confidentiality at all times.• Collected payments and past due account balances; prepared and balanced daily financial registers. Show less



DCAS Software Solutions

• Software Development
• 1 - 100 Employee

• Administrative Assistant/Receptionist

  • Apr 2007 - Jan 2008

  • Operated a multi-line telephone system. • Filed and retrieved corporate documents, records, and reports. • Prepared reports, memos, and letters using Microsoft Word, Excel, and PowerPoint. • Handled correspondence with clients and sales reps regarding billing questions. • Ran aging and collections report; followed procedures and escalation policy. • General office duties such as filing, typing, faxing, and mail distribution. • Operated a multi-line telephone system. • Filed and retrieved corporate documents, records, and reports. • Prepared reports, memos, and letters using Microsoft Word, Excel, and PowerPoint. • Handled correspondence with clients and sales reps regarding billing questions. • Ran aging and collections report; followed procedures and escalation policy. • General office duties such as filing, typing, faxing, and mail distribution.



Rooms To Go

• United States
• Furniture and Home Furnishings Manufacturing
• 700 & Above Employee

• Office Associate

  • Mar 2006 - Mar 2007

  • Answered multi-line telephones and handled heavy phone traffic. • Provided extensive customer service by telephone. • Resolved complaints and problems. • Processed credit applications. • Accepted customer’s payments including cash, checks, and credit cards. • Operated PC with Windows XP and Microsoft Office. • Answered multi-line telephones and handled heavy phone traffic. • Provided extensive customer service by telephone. • Resolved complaints and problems. • Processed credit applications. • Accepted customer’s payments including cash, checks, and credit cards. • Operated PC with Windows XP and Microsoft Office.



Mitchell Eye Care

• United States
• Medical Practices

• Medical Office Receptionist

  • Jun 2001 - Aug 2005

  • Maintained medical records • Answered and routed calls on a multi-line phone system. • Scheduled and confirmed appointments. • Operated copier, fax, and 10-key • Accepted patient’s payments including, cash, checks, and credit cards. • Prepared insurance claims including, Medicare and Medicaid. • Responsible for checking in patients. • Maintained medical records • Answered and routed calls on a multi-line phone system. • Scheduled and confirmed appointments. • Operated copier, fax, and 10-key • Accepted patient’s payments including, cash, checks, and credit cards. • Prepared insurance claims including, Medicare and Medicaid. • Responsible for checking in patients.