• Ensured professional and efficient patient and customer interactions, optimizing cash flow and exceeding expectations.• Managed registration of ER patient walk-in and patients arriving via Ambulance, or helicopter including insurance verification, payments, and patient wayfinding processes.• Complied with state and federal regulations to ensure legal and ethical practices.

CHI Health Clinic, Omaha Build and optimize Epic cadence scheduling templates for providers and other clinic resources in accordance with CHI Health Clinic provider work standardsRetrieve and analyze access reports from Epic, compiling data into monthly reports for the Physician Enterprise in Google Sheets and Microsoft ExcelSubmit and manage Epic tickets for accessOptimize and maintain Epic visit types by specialtyWork closely with clinic operations leaders as well as IT/Epic informaticists and analysts to optimize access tools in Google Sites, Google Sheets, Google Slides, Microsoft SharePoint, Microsoft Excel, and PowerPointCommunicate technical processes using terminology that aligns with operational workflowsSupport template development and maintenance for online scheduling processesAssist in access projects across the Physician Enterprise spanning 30 specialties and 500+ clinic locations.

Assists in EPIC templates, EPIC subgroups, documenting provider standards, and documenting clinic standards across Omaha/Council Bluffs Metro and Rural AreasManages EPIC and SharePoint Guided Questionnaires and Surveys across 11 specialties (including Primary Care for 22+ locations).

Answers telephone and responds as appropriate per guidelines for 27 clinic locations supported by the Virtual Resource Call CenterSchedule/reschedule patient appointmentsScreened and transferred calls for appropriate level of careRecords messages accurately and routes to the appropriate person and location.

Greeted and directed patients and visitors in a prompt and courteous mannerChecked-in patients ensuring accurate demographic and insurance information were collectedCollected and recorded co-payment from patients accurate documentation of transactionsAnswers telephone and responds as appropriate per clinic guidelinesTriaged and transferred calls in a timely mannerAssisted with patient appointment activities scheduling, rescheduling patient appointments, and follow-up on no show appointmentsRecorded messages accurately and legibly messages distributed promptly to the appropriate person and location.

Analyzed call volume projection functions Performed modifications in the scheduling system for daily and weekly projected trends and volumeCoordinated all scheduling functions, updating and reviewing call volume factors, responding to changes in projected call volumes including absenteeism, attrition, lunch factors, etc.Established and maintained cooperative working relationships with Client Services Department, Operations Department, Human Resources Department, and external clientsMaintained appropriate records and compile information for reports

Scheduled QA projects and resources on Microsoft Excel and Microsoft ProjectSupervised, trained, and evaluated the Program Quality Specialist staff (4 full time staff and up to 10 temporary staff offsite and overseas)Established and maintained cooperative working relationships with Programming, Client Services, Writing, and Transcription departments to resolve issues found through testingCreated/maintained Designed Output Grid Template and Error Log

Created PQS guidelines for the new PQS position and I worked on the Order Template TeamConducted functionality testing in a timely and accurate manner Committee Member of Peer Appreciation Team

Reviewed prerecorded offer calls made by production employees to ensure recording quality is acceptable and customer understands the terms and conditions being offered Worked on side projects such IVR Verification and 1800 number testing

Receive and process incoming phone calls for dedicated Bussiness End User for AT&T Cingular Includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, adhering to scripts, and attempting to sell products or make upsells as necessaryTemporary staffing (December 2004 to July 2005) for the Podium at AT&T Cingular Line Group I assisted podium staff supervisors, Team Leads, Training with special projects.