Michelle Thrift
Stanley
Summary
Dynamic Lead Patient Care Coordinator at Novant Imaging with 18 years of experience in enhancing patient satisfaction and streamlining appointment scheduling. Extensive knowledge and hands on experience with Epic software. Proven ability in relationship building and critical thinking, achieving reduced wait times and improved patient satisfaction through exceptional service and effective communication. Committed to delivering high-quality patient care and support.
Overview
18
18
years of professional experience
Work History
Lead Patient Care Coordinator
Novant Imaging
11.2005 - 11.2023
- Enhanced patient satisfaction by managing appointment scheduling and streamlining check-in processes.
- Developed strong relationships with referring providers, facilitating prompt scheduling of patients and getting reports back in a timely manner.
- Reduced patient wait times through effective coordination of appointments, maximizing provider availability to serve more patients in a timely manner.
- Over a decade of hands on experience with Epic software.
- Increased patient retention by providing exceptional customer service and addressing concerns with empathy and understanding
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Communicated with patients, ensuring that medical information was kept private
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of patient.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with onboarding new clients and securing paperwork completion.
- Improved appointment scheduling system, reducing wait times and increasing
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
- Enhanced visitor experience by providing detailed information and assistance as needed.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Improved workflow by introducing more efficient document handling and organization practices.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit.
- Handled assignments independently with good judgement and critical thinking.
Education
South Point High School
Belmont, NC06.1985
Skills
- Attention to detail
- Multitasking
- Patient care
- Critical thinking skills
- Organizational skills
- Relationship building
- Appointment scheduling
- Policy compliance
- Patient satisfaction
- Teamwork
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
Timeline
Lead Patient Care Coordinator
Novant Imaging
11.2005 - 11.2023
South Point High School
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