Allana Clarke
Parkville
Summary
Hardworking, reliable, motivated and organized employee excited to apply skills acquired in various environments. Seeking an opportunity to expand overall knowledge and skills while facilitating company growth.
Overview
22
22
years of professional experience
Work History
Patient Access Representative 1 / Admitting
Good Samaritan Hospital Medical Center
11.2023 - Current
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- 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.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- 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.
- Providing excellent customer service by promptly answering patient inquiries.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
Associate Production Engineer / Global Support NOC
Yahoo! Inc.
06.2016 - 03.2024
- Handled root cause analysis, implementing corrective actions when necessary.
- Troubleshooting Store, One Central, RAS, One Creative, Gemini and DSP tickets
- Granted access to various platforms via access requests tickets
- Provide elite service, consistent follow up, and quick resolution of all issues
- Ability to provide support via all communications channels phone, email and chat
- Worked with most current technology to perform initial triage, information gathering, and resolution based on specified steps
- Maintain consistent customer communication and follow up on all open incidents
- Escalate/route cases to appropriate parties for resolution and communicated in accordance with Service Level Agreements
- Determine priority of action and additional resources required, based on incident severity
- Monitor and manage communications during large-scale events
- Develop and update easy to follow documentation for products, features, and services based on questions and issues worked on
- Provide step-by-step training to customers
- Assisted in establishing Tier 1 Support
- Performed root cause analysis and implemented corrective actions
Client Experience Manager
Allied Telecom
04.2014 - 05.2016
- Assisted in successful establishment of Tier 1 support
- Ensured excellent client experience from ticket intake to resolution
- Achieved resolution rate from 10% to 70% in one year
- Improved customer service ratings by over 20%
- Followed up with past customers to verify satisfaction with products, alerting of new product availability and maintaining presence to capture future business opportunities.
- Welcomed new clients and educated on services.
- Worked with escalation teams to understand work being performed for frequent and customer friendly status communication
- Authored knowledge base articles information captured from escalated teams
- Designed and directed orientation and training programs to meet client needs by introducing support and completing various touch points during 90 day review of their experience
- Obtained comprehensive knowledge of Broad works provisioning and call issue troubleshooting
- Established basic knowledge of network and necessary initial troubleshooting
Communication Center Assistant Manager
MyEyeDr
10.2011 - 04.2014
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed and coached team of 21 Call Center Representatives
- Helped established best practices for call handling and patient preparation
- Worked with Store Management to improve Call Center handling and communication, coached team on all new changes
- Improved overall process for insurance authorizations improving productivity
- Completed Call Agent call review and addressed necessary improvements with management and team
Communications Specialist
MyEyeDr
09.2010 - 10.2011
- Established and developed successful communication center
- Answer and route calls to various locations
- Scheduled glasses, contacts and emergency appointments for various locations
- Call patients to confirm scheduled appointments
- Authorize insurance
Medical Receptionist /Technician
Metropolitan Eye Associates
11.2001 - 12.2009
- Entered insurance, demographics and health history into patient database by using Management Plus, Encounter Pro, Enterprise Programs & Office Mate
- Called patients to confirm scheduled appointments and obtain additional details.
- Checked patients in and out for appointments and collected co-payments.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Processed patient payments and scanned identification and insurance cards.
- Protected patients by observing strict HIPAA guidelines.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Took messages from patients and promptly relayed to appropriate staff.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Operated optical machinery for Cataract and Glaucoma test
- Scheduled appointments for Visual Fields, Photos and HRT
- Dilated patients for Fundus Photos and HRT
- Assisted Surgical Coordinator with obtaining Pre-op for surgery
- Maintained and updated clinician's weekly schedule
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Informed patients of financial responsibilities prior to rendering services.
- Answered phone calls and messages for physician, medical facility, scheduling appointments, and handling patient inquiries
- Performed various administrative tasks by filing, copying and faxing documents
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling
- Answered phone calls and took messages for two physicians medical facility, scheduling appointments, and handling patient inquiries
Education
GED -
Office of GED
Washington, DC06.2022
Trade School - Medical Office Computer Specialist
Sanz School
Washington, DC04.2001
Trade School - Computer Science/Professional Development
Sanz School
Washington, DC04.2001
Skills
- Verbal and Written Communication
- Issue Resolution
- Extensive track record of exceeding expectations and metrics
- Great customer relations background
- Well-developed organizational and leadership skills
- Strong administrative experience
- Team Collaboration
- Upbeat and Positive Personality
- Customer Service
- Communicating With Clients
- Patient support and advocacy
- Administrative support experience
Timeline
Patient Access Representative 1 / Admitting
Good Samaritan Hospital Medical Center
11.2023 - Current
Associate Production Engineer / Global Support NOC
Yahoo! Inc.
06.2016 - 03.2024
Client Experience Manager
Allied Telecom
04.2014 - 05.2016
Communication Center Assistant Manager
MyEyeDr
10.2011 - 04.2014
Communications Specialist
MyEyeDr
09.2010 - 10.2011
Medical Receptionist /Technician
Metropolitan Eye Associates
11.2001 - 12.2009
GED -
Office of GED
Trade School - Medical Office Computer Specialist
Sanz School
Trade School - Computer Science/Professional Development
Sanz School
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