Brenna Martinez
Benton
Summary
Adept at enhancing patient experiences and streamlining operations, my experiences showcased my ability to maintain patient confidentiality and excel in customer service. Skilled in insurance verification and conflict resolution, I consistently improved satisfaction rates and operational efficiency, embodying professionalism and a friendly demeanor in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Patient Service Specialist
CARTI.
09.2024 - Current
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
- Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
Patient Access Representative
Conifer Health
09.2022 - 09.2024
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
Customer Service Representative
Sedgwick CMS
02.2021 - 09.2022
- 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.
Department Manager
Walmart
05.2014 - 01.2021
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Led a team of professionals to consistently achieve or exceed performance targets.
Retail Merchandiser
Acosta
03.2019 - 10.2019
- Organized and maintained displays to achieve clean and appealing product layouts.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Boosted customer satisfaction by creating visually appealing and strategically organized merchandise displays.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Improved overall store aesthetics by consistently maintaining clean, well-organized merchandise displays.
Receptionist
A Plus Tile
01.2014 - 01.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Handled cash transactions and maintained sales and payments records accurately.
- Resolved customer problems and complaints.
Education
High School Diploma - General Studies
Bryant Highschool
Bryant, AR05.2013
Skills
- Appointment scheduling
- Patient confidentiality
- Insurance verification
- Professionalism and ethics
- Customer service
- Conflict resolution
- Regulatory compliance
- Problem-solving
Timeline
Patient Service Specialist
CARTI.
09.2024 - Current
Patient Access Representative
Conifer Health
09.2022 - 09.2024
Customer Service Representative
Sedgwick CMS
02.2021 - 09.2022
Retail Merchandiser
Acosta
03.2019 - 10.2019
Department Manager
Walmart
05.2014 - 01.2021
Receptionist
A Plus Tile
01.2014 - 01.2016
High School Diploma - General Studies
Bryant Highschool
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