Dana Haynes
Paris,TN
Summary
Dynamic Patient Support Team Lead at HCA Patient Account Services with a proven track record in coaching and team development. Expert in resolving customer complaints and enhancing workplace professionalism. Achieved a significant reduction in average handle time through targeted coaching, fostering a collaborative environment that drives performance and satisfaction.
Support professional prepared to deliver impactful results through effective team leadership and strategic problem-solving. Extensive experience in optimizing support processes and boosting team productivity. Known for fostering collaboration and adapting to changing needs, while excelling in communication and critical thinking.
Overview
19
19
years of professional experience
Work History
Patient Support Team Lead
HCA Patient Account Services
05.2023 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
Patient Support Specialist
HCA Patient Account Services
08.2020 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Medical Billing and Collections Specialist
MSCB
06.2014 - 06.2019
- Reduced claim denials by diligently reviewing patient records for correct coding and billing information.
- Provided exceptional customer service to patients regarding their account balances, addressing concerns and answering questions in a professional manner.
- Compiled and tracked outstanding balances owed to medical facilities.
- Monitored outstanding invoices and performed collections duties.
- Handled account payments and provided information regarding outstanding balances.
Manager
Subway
08.2006 - 01.2014
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Approved regular payroll submissions for approximately 25 employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Increased community engagement by participating in local events and sponsoring youth sports teams, raising store's profile.
Education
GED -
Austin Peay State University
Clarksville, TN01.1992
Skills
- Team leadership
- Coaching individuals
- Workplace professionalism
- Customer complaint resolution
- Collaborative team development
- Conducting performance evaluations
- Clear communication
- Effective listening
- Supportive leadership style
Timeline
Patient Support Team Lead
HCA Patient Account Services
05.2023 - Current
Patient Support Specialist
HCA Patient Account Services
08.2020 - 05.2023
Medical Billing and Collections Specialist
MSCB
06.2014 - 06.2019
Manager
Subway
08.2006 - 01.2014
GED -
Austin Peay State University
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