Heather Barnett

• Proactive problem solving, anticipate needs, and think creatively to solve issues, using empathetic language.
  Keep clear communication, keep explanations simple, and ensure understanding. Ask for clarification when needed. Show empathy and compassion, apologize sincerely, and offer alternative solutions if the immediate request cannot be met. Empower the client, member, or provider by guiding them on the next steps and providing extra resources throughout. Embrace the strategies to enhance customer satisfaction and reduce the need for supervisor intervention. Dedication and delivery of excellent customer service, as well as first call resolution skillset, are essential.
• Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
• Ensured that proper follow up was completed after each interaction with a customer.
• Assisted with training new staff members on policies and procedures related to customer service roles within the organization.
• Maintained client confidentiality according to HIPAA regulations at all times.
• Collected payments from patients and entered them into the billing system accurately.
• Provided excellent customer service by responding to inquiries in a timely and professional manner.
• Updated patient files in accordance with company policy and procedure guidelines.
• Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
• Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
• Provided directions and information to patients and families, enhancing their hospital experience.
• Guided patients through the completion of consent and other required medical forms.
• Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
• Handled high volume of incoming calls, providing exceptional customer service to patients and families.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Set small, achievable goals, celebrate small wins, remember to smile, and share the positivity of member-provider experiences, cheer others on.

Make a difference, dedication and passion, multi-task, fast-paced environment. Staying connected, utilizing resources and support, structure, and teamwork.