Christina Franks
Highland
Summary
Dedicated professional with extensive experience in customer relationship management and appointment scheduling. Known for resolving conflicts and streamlining processes to ensure smooth patient experiences while maintaining meticulous attention to detail.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Central Scheduler
Loma Linda University Shared Services
San Bernardino
01.2022 - Current
- Managed appointment requests and confirmations using electronic scheduling systems.
- Resolved scheduling conflicts, enhancing appointment flow and reducing patient wait times.
- Resolved scheduling conflicts to improve operational efficiency.
- Processed appointment changes promptly to minimize disruptions.
- Communicated appointment details effectively with patients.
- Ensured accuracy of patient information by verifying demographic details before each visit.
- Performed data entry of patient demographics into the practice management system.
- Eliminated process discrepancies, streamlining scheduling procedures for better accuracy.
- Organized and managed patient appointments to ensure efficient service. and maintained appointment records.
- Conducted patient satisfaction surveys, gathering feedback to inform service enhancements.
Customer Service Representative
Loma Linda University Shared Services
Loma Linda
12.2016 - 01.2022
- Registered patients using electronic health record systems efficiently.
- Verified insurance information and collected necessary documentation accurately.
- Answered patient inquiries regarding services and registration processes promptly.
- Maintained confidentiality of patient records and adhered to privacy regulations.
- Coordinated with medical staff to ensure smooth patient transitions throughout visits.
- Greeted patients and answered questions regarding registration process.
- Gathered patient demographic data, confirmed insurance coverage, and recorded updates.
- Updated patient information in database regularly to ensure accuracy of records.
- Entered patient data into electronic medical record system accurately and efficiently.
- Verified insurance eligibility through online portals or by phone calls.
- Answered general questions about hospital policies and services provided.
- Assisted patients with completion of forms needed for admission process.
- Maintained confidentiality of patient information in accordance with HIPAA regulations.
- Processed payments for services rendered in a timely manner.
Financial Counselor
Loma Linda University Shared Services
Loma Linda
06.2007 - 12.2016
- Assisted patients with financial inquiries and insurance coverage options.
- Explained billing processes and payment plans to patients clearly.
- Reviewed financial assistance applications for eligibility and completeness.
- Educated patients about government assistance programs and resources available.
- Provided compassionate support to patients navigating financial challenges in healthcare.
- Collaborated with healthcare providers to verify patient information efficiently.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Obtained informed consent and payment documentation from patients and filed in system.
- Obtained informed consent and payment documentation from patients and filed in the system.
- Created monthly reports summarizing collections activity and billing trends.
Central Scheduler
Loma Linda University Shared Services
San Bernardino
04.2003 - 06.2007
- Managed appointment requests and confirmations through electronic scheduling systems.
- Coordinated scheduling for multiple departments, ensuring optimal resource allocation.
- Resolved scheduling conflicts, improving operational efficiency across departments.
- Scheduled patient appointments and maintained appointment records.
- Processed appointment changes promptly, ensuring minimal disruption to patient schedules.
- Collaborated with healthcare providers to enhance patient flow and increase access to care.
- Collaborated with healthcare providers to streamline patient flow and access.
- Assisted patients with canceling and rescheduling appointments.
- Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
- Answered phone calls in a professional manner while providing excellent customer service.
- Supported training of new schedulers on system usage and best practices.
Medical Assistant
Loma Linda University Health Care
Loma Linda
04.2001 - 04.2003
- Assisted healthcare providers with patient examinations and procedures.
- Collected and processed patient vital signs and medical histories accurately.
- Measured vital signs and took medical histories to prepare patients for examination.
- Administered injections, medications and treatments as directed by the physician.
- Supported clinical staff during minor surgical procedures and diagnostic tests.
- Educated patients on treatment plans and medication instructions effectively.
- Managed patient scheduling and coordinated appointments for multiple departments.
- Utilized electronic health record systems to document patient information promptly.
- Maintained cleanliness of examination rooms for patient readiness., stocked with necessary supplies and prepared for incoming patients.
- Administered injections, medications, and treatments per physician instructions.
- Maintained cleanliness and organization of exam rooms and medical equipment.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Sorted and arranged patient charts for daily clinic sessions. before each day's clinic sessions began.
Education
High School Diploma -
Barstow High School
Barstow, CA06-1995
Skills
- Schedule management
- Data entry
- Scheduling conflict resolution
- Patient interaction techniques
- Strong organizational skills
- Appointment scheduling
- Time management techniques
- Attention to detail
- Problem solving strategies
- Customer relationship management
- Effective communication skills
Certification
- Medical assistant
Timeline
Central Scheduler
Loma Linda University Shared Services
01.2022 - Current
Customer Service Representative
Loma Linda University Shared Services
12.2016 - 01.2022
Financial Counselor
Loma Linda University Shared Services
06.2007 - 12.2016
Central Scheduler
Loma Linda University Shared Services
04.2003 - 06.2007
Medical Assistant
Loma Linda University Health Care
04.2001 - 04.2003
High School Diploma -
Barstow High School