Darlena Merritt
Farmington
Summary
Compassionate healthcare professional with a strong background in customer service and patient registration. Expertise in resolving inquiries and improving patient experiences while ensuring compliance with regulations. Committed to fostering positive relationships and enhancing overall satisfaction.
Professional and prepared healthcare access professional with strong experience ensuring seamless patient admissions and registration processes. Proven ability to work collaboratively within team to achieve organizational goals and adapt to changing needs. Skilled in patient communication, insurance verification, and data management, providing reliable support in fast-paced environment. Known for maintaining high standards and delivering results.
Overview
9
9
years of professional experience
Work History
Patient Access Representative
BJC Hospital
02.2024 - Current
- Facilitated patient registration processes, ensuring accurate data entry and compliance with hospital protocols.
- Assisted in resolving patient inquiries, fostering positive relationships and enhancing overall satisfaction.
- Educated patients on various hospital services, promoting awareness of available resources for their needs.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Greeted and assisted patients with check-in procedures.
- Managed incoming calls, providing information on services and assisting patients with appointment scheduling.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using debit cards and credit cards, maintaining accurate records of transactions.
- Engaged with patients to provide critical information.
Rhodes Convenient Stores
Pajco
05.2022 - 02.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
Customer Service Representative
Startek USA
06.2020 - 08.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by providing timely and accurate information regarding services.
- Implemented process improvements to streamline issue resolution and reduce response times.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Pajco
07.2018 - 06.2020
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Patient Care Assistant
DCAI
12.2016 - 05.2017
- Provided compassionate care to patients, ensuring comfort and well-being during treatment.
- Promoted a positive patient experience by actively listening and empathizing with their needs and emotions.
- Enhanced patient comfort by providing compassionate and attentive care.
Education
Bachelor of Science - Criminal Justice/Psychology
Drury University
Springfield, Missouri, MO05-2003
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Phone and email etiquette
- Healthcare systems navigation
- Strong empathy
- Flexible schedule
- Money handling
- Payment processing
- Regulatory compliance
- Paging systems
- Friendly and outgoing
Timeline
Patient Access Representative
BJC Hospital
02.2024 - Current
Rhodes Convenient Stores
Pajco
05.2022 - 02.2024
Customer Service Representative
Startek USA
06.2020 - 08.2022
Customer Service Representative
Pajco
07.2018 - 06.2020
Patient Care Assistant
DCAI
12.2016 - 05.2017
Bachelor of Science - Criminal Justice/Psychology
Drury University