Katie Hyde
Springfield
Summary
Patient Access Team Lead at CoxHealth with proven leadership abilities and a strong focus on service excellence.
Skilled in HIPAA compliance and effective task delegation, fostering a collaborative environment that improved patient satisfaction and operational efficiency.
Experienced with leading customer service teams to deliver exceptional service and resolve complex issues. Utilizes conflict resolution and communication skills to enhance team performance and customer satisfaction. Strong understanding of team dynamics and adaptability,
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator,
Known for reliability and proactive approach to meeting customer/Patient and organizational goals.
Overview
19
19
years of professional experience
Work History
Patient Access Team Lead
CoxHealth
01.2024 - Current
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Increased accuracy of patient demographic information by implementing a system for regular updates and validation.
- Managed staff schedules effectively, balancing workloads while ensuring proper coverage during peak hours, resulting in better patient experiences.
- Improved patient satisfaction scores by providing exceptional customer service and addressing concerns promptly.
- Managed a team of Patient Access Specialists, ensuring proper training and adherence to policies and procedures.
- Conducted regular audits of patient accounts to identify errors or inconsistencies, resolving issues before they escalated into larger problems.
- Served as liaison between the Patient Access team and other departments, fostering positive relationships and effective communication.
- Implemented quality control measures to ensure the accuracy of data entry, leading to fewer billing discrepancies.
- Reduced errors in insurance verification by implementing thorough checks on coverage details and eligibility.
- Maintained strict compliance with HIPAA regulations, protecting patient privacy while facilitating access to necessary information for care providers.
Emergency Medical Technician
CoxHealth Hospital
07.2023 - 01.2024
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Continuously improved skills through regular training sessions, workshops, conferences, and staying up-to-date on industry best practices.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to provide quality medical care.
- Ensured accurate documentation of patient information, assessment findings, interventions performed, and overall condition by completing detailed reports in compliance with legal requirements and industry standards.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Enhanced equipment readiness by rigorously inspecting, maintaining, and restocking ambulance supplies and tools as needed.
- Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
Patient Registration Specialist
CoxHealth
01.2023 - 07.2023
- Provided exceptional customer service, addressing patient concerns and answering questions promptly and professionally.
- Improved patient satisfaction by efficiently registering patients and verifying their insurance information.
- Enhanced communication within the team, leading to improved efficiency in handling daily tasks.
- Verified insurance eligibility for patients quickly and accurately, reducing financial discrepancies between patients and providers.
- Reduced registration errors through meticulous data entry and attention to detail.
- Maintained strict compliance with HIPAA regulations while handling sensitive patient information.
- Provided counseling to help patients navigate financial assistance programs for uncovered bills.
Youth Care Specialist
KVC Behavioral Healthcare (Previously Great Circle)
07.2022 - 01.2023
- Enhanced youth development by implementing engaging and interactive activities tailored to individual needs.
- Facilitated group therapy sessions that encouraged open dialogue, mutual support, and personal growth among participants.
- Maintained detailed documentation of each youth''s progress, enabling accurate assessments and informed decisionmaking.
- Developed life skills training curriculum to empower youths in making responsible decisions and preparing for independent living.
- Collaborated with multidisciplinary teams to develop comprehensive care plans for each youth, promoting their overall wellbeing.
Online Personal Shopper
Walmart
07.2020 - 07.2022
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Reviews orders prior to pick up for accuracy and purchase-by dates.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Worked productively with customers to meet order requirements and service expectations.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Customer Service Manager
Walmart
10.2015 - 07.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
TLE Service Writer
Walmart
04.2006 - 09.2015
- Increased repeat business through exceptional customer service and follow-up communications.
- Collaborated with technicians to ensure high-quality repairs and maintenance services.
- Implemented quality control measures to minimize rework and improve overall service standards.
- Maintained up-to-date knowledge of industry trends, facilitating informed recommendations to clients.
- Organized inventory management systems for efficient tracking and reordering of necessary supplies or parts.
- Collaborated closely with sales representatives on warranty claims processing, resulting in smoother transactions for customers.
- Provided ongoing training and support to team members, fostering a culture of continuous improvement.
- Managed work orders, ensuring proper documentation and clear communication between departments.
Education
No Degree - Phycology
Charles Stewart Mott Community College
Flint, MI05-2017
General Studies
Carman Ainsworth
Flint05-1999
Skills
- HIPAA regulations knowledge
- Proficient in task delegation
- Patient information processing
- Proven leadership abilities
- Service excellence
- Creative problem resolution
- Approachable demeanor
- Proficient in task management
- Collaborative team management
- Cash management
- Patient registration
- Professional communication skills
Languages
English
Full Professional
Timeline
Patient Access Team Lead
CoxHealth
01.2024 - Current
Emergency Medical Technician
CoxHealth Hospital
07.2023 - 01.2024
Patient Registration Specialist
CoxHealth
01.2023 - 07.2023
Youth Care Specialist
KVC Behavioral Healthcare (Previously Great Circle)
07.2022 - 01.2023
Online Personal Shopper
Walmart
07.2020 - 07.2022
Customer Service Manager
Walmart
10.2015 - 07.2022
TLE Service Writer
Walmart
04.2006 - 09.2015
No Degree - Phycology
Charles Stewart Mott Community College
General Studies
Carman Ainsworth
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