Jayme Johnston
Helena
Summary
Organized and detail-oriented professional with over 14 years of experience in patient access and insurance services. Expertise in managing sensitive situations, ensuring accurate data entry, and facilitating seamless communication across departments. Ready to enhance patient experiences through exceptional service and teamwork.
Overview
19
19
years of professional experience
Work History
Patient Access Specialist
St Peters Health
Helena, MT
11.2011 - Current
- Provided exceptional customer service by addressing patient inquiries and concerns promptly.
- Collected and entered patient demographic and insurance data into computer database to establish patients' medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Facilitated communication between patients and various departments and staff.
- Performed patient pre-admission, admission, and discharge activities.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Coordinated insurance verification to ensure accurate eligibility determination for patients.
- Assisted in training new staff on patient access procedures and systems usage.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Managed multi-line phone system, directing calls efficiently to appropriate departments.
Insurance Representative
Blue Cross and Blue Shield
Helena, MT
05.2010 - 11.2011
- Provided exceptional customer support, resolving inquiries and complaints efficiently.
- Processed insurance claims accurately, ensuring compliance with company policies.
- Educated clients on coverage options, enhancing their understanding of insurance products.
- Collaborated with the underwriting team to streamline policy issuance workflows.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer retention through personalized service and attention to individual needs.
- Improved customer satisfaction by efficiently addressing and resolving health insurance inquiries.
- Monitored changes in health insurance laws and regulations to verify continuous compliance.
Book Department Manager
Hastings Inc
Helena, MT
10.2009 - 07.2013
- Led cross-functional teams to implement strategic initiatives, improving overall department performance.
- Streamlined departmental workflows to enhance operational efficiency and reduce lead times.
- Developed training programs to enhance staff competencies and foster professional growth.
- Monitored key performance indicators, ensuring alignment with company objectives and standards.
- Spearheaded process improvement initiatives that optimized productivity and minimized waste across the department.
- Facilitated effective communication between departments, promoting teamwork and collaboration on projects.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Championed customer-first approach, significantly enhancing customer experience and loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Insurance Customer Service Representative
ACS / Montana Medicaid
Helena, MT
01.2008 - 09.2009
- Cultivated relationships with healthcare providers to enhance collaboration and service delivery.
- Resolved complex customer inquiries, ensuring high levels of satisfaction and retention.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Collaborated with team members to share knowledge and develop best practices for customer support.
- Assisted customers in navigating online portals and applications, maximizing utilization of digital resources.
- Delivered prompt service to prioritize customer needs.
- Facilitated timely claim adjudication by collaborating with cross-functional teams to streamline processes.
- Resolved complex provider claims discrepancies through detailed analysis and effective communication.
- Acted as a liaison between providers and other departments within the organization, fostering collaboration and coordination for better claim outcomes.
- Examined claims forms and other records to determine insurance coverage.
Education
No Degree - Accounting
Helena College of Technology
Helena, MTHigh School Diploma -
Helena High School
Helena MT1994
Skills
- Medical terminology
- HIPAA compliance
- Customer service
- Professionalism and ethics
- Multitasking and organization
- Problem-solving
Timeline
Patient Access Specialist
St Peters Health
11.2011 - Current
Insurance Representative
Blue Cross and Blue Shield
05.2010 - 11.2011
Book Department Manager
Hastings Inc
10.2009 - 07.2013
Insurance Customer Service Representative
ACS / Montana Medicaid
01.2008 - 09.2009
No Degree - Accounting
Helena College of Technology
High School Diploma -
Helena High School