Courtney Cleveland

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Checking in patients for both mental health appointments and dental clinic.
• Booked appointments over the phone and in person.
• Reconciling cash at end of day.
• Processed payments ( cash, debit, credit) for dental patients after procedure.
• Effective communication with mental health professionals and staff from dental clinic.
• Verified patient demographics
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.

• Verified patient details and insurance coverage information
• Created WCB Claims for patients for work related injuries.
• Calculated amount due for Emergency Room visits for out of country patients and collected payments accordingly.
• Collected patient information from EMS at patient bedside.
• Answered phone calls from unit staff, patients and families.
• Transferred calls accordingly.
• Developed strong rapport with patients and family members, ensuring a compassionate and professional atmosphere during the admissions process.
• Enhanced patient satisfaction with timely and accurate registration of personal information and insurance details.
• Contributed to a positive work environment through strong team collaboration and effective conflict resolution skills.
• Maintained strict confidentiality of sensitive patient information.

• Scanning, indexing of clinical documents
• Record retention, tracking, retrieval, and destruction
• Quality assurance and control of scanned and imported electronic documents
• Processing identified Release of Information (ROI) requests
• Assisting the public with health information request inquiries
• Trained in Connect Care
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to patient inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

Auditing and Remediation

• Assure quality of scanned documents within Connect Care in compliance with provincial process
• Remediate, reassign, and correct scanned documents within Connect Care
• Identify common errors associated with document scanning (i.e. indexing, duplication of electronic data, etc.) and assist in identifying opportunities for end user education and training.
• Identify frequently scanned forms to assist with prioritization of electronic functionality maturation built into Connect Care
• Support HIRM supervisors in completing correction and amendment requests under Health Information Act (HIA) legislation
• Participate in appropriate provincial Scanning and Content Management working groups where relevant or required

Reception Duties

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed and booked appointments for 3 podiatrists.
• 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.
• Resolved customer problems and complaints.
• Handled cash transactions and maintained sales and payment records accurately.
• Balanced cash register at end of day.
• Responded to inquiries from callers seeking information.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, and faxing documents.

Clinical Duties

• Removal of sutures on post-op patients.
• put patients in exam rooms.
• Prepped patient rooms for doctors.
• Assisted nurses with patient procedures (ingrown nails, wart removal).
• Cleaning and sanitized exam rooms
• Restocking of medical supplies.

• Maintained housewares department.
• Stocking of shelves, merchandising and general housekeeping of the department.
• 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.