Amanda Caudill
Boonville
Summary
Detail-oriented professional with extensive experience in patient access and front office coordination. Known for strong multitasking and organization skills, effectively managing high call volumes and improving appointment scheduling processes to enhance overall patient satisfaction.
Overview
23
23
years of professional experience
Work History
Patient Access Team Lead
Deaconess Health System Inc.
Evansville, IN
10.2020 - Current
- Supervised patient access operations to ensure efficient appointment scheduling and registration processes.
- Trained and mentored team members on best practices for patient interactions and system usage.
- Implemented workflow improvements that enhanced patient experience and reduced wait times.
- Developed training materials for new hires to ensure consistent knowledge of policies and procedures.
- Evaluated precertification requests to ensure adherence to regulatory standards and policies.
- Collaborated with healthcare providers to obtain necessary documentation for patient care approval.
- Managed a team of Patient Access Specialists, ensuring proper training and adherence to policies and procedures.
- Maintained strict compliance with HIPAA regulations, protecting patient privacy while facilitating access to necessary information for care providers.
- Conducted regular audits of patient accounts to identify errors or inconsistencies, resolving issues before they escalated into larger problems.
Front Office Coordinator
Progressive Health
Evansville, IN
10.2017 - 10.2020
- Coordinated front office operations, ensuring efficient patient scheduling and communication.
- Managed patient inquiries and resolved issues, enhancing overall customer service experience.
- Streamlined appointment booking processes, improving workflow efficiency for medical staff.
- Developed and maintained filing systems, ensuring accuracy of patient records and documentation.
- Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
- Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
- Developed strong relationships with patients, providing empathetic support and assistance throughout their visit.
- Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
Call Center Representative
Deaconess Health System Inc.
Evansville, IN
10.2010 - 04.2016
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized call management systems to track and document interactions effectively.
- Collaborated with team members to enhance process efficiency and improve customer satisfaction scores.
- Trained new employees on best practices for handling customer calls and system navigation.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Housekeeper
Deaconess Health System Inc.
Evansville, IN
03.2008 - 10.2010
- Maintained cleanliness and sanitation standards in patient rooms and common areas.
- Managed inventory of cleaning supplies and equipment efficiently.
- Collaborated with nursing staff to ensure timely room turnovers for patient care.
- Trained new staff on proper cleaning techniques and safety protocols.
- Implemented best practices for infection control, enhancing overall facility hygiene.
- Developed positive relationships with patients, offering support while maintaining privacy and dignity.
Customer Service Manager
Walmart
Vincennes, IN
01.2003 - 04.2007
- Led customer service team to enhance satisfaction and resolve complex issues effectively.
- Developed training programs that improved staff performance and knowledge retention.
- Implemented process improvements resulting in streamlined operations and reduced response times.
- Analyzed customer feedback to identify trends and drive strategic initiatives for service enhancement.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
No Degree - Office Administration
Vincennes University
Vincennes, INHigh School Diploma -
Lincoln High School
Vincennes05-2003
Skills
- Strong leadership
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Effective delegation
Timeline
Patient Access Team Lead
Deaconess Health System Inc.
10.2020 - Current
Front Office Coordinator
Progressive Health
10.2017 - 10.2020
Call Center Representative
Deaconess Health System Inc.
10.2010 - 04.2016
Housekeeper
Deaconess Health System Inc.
03.2008 - 10.2010
Customer Service Manager
Walmart
01.2003 - 04.2007
No Degree - Office Administration
Vincennes University
High School Diploma -
Lincoln High School