Courtney Sisson
Summit
Summary
Results-driven healthcare administrator with expertise in conflict resolution and team leadership. Skilled in operational oversight and enhancing productivity through effective communication and problem-solving. Focused on fostering positive work environments and maximizing employee engagement through targeted training and morale-building initiatives. Resourceful in implementing changes that drive organizational success.
Overview
12
12
years of professional experience
Work History
New Patient Experience Record Collector
City of Hope
Duarte
03.2024 - Current
- Procured, tracked, and audited medical records, pathology slides, radiology reports, and imaging for new patients to ensure readiness for initial appointments.
- Communicated with physician offices, labs, and medical records departments to obtain and verify essential documentation for new patients.
- Collaborated with clinical teams to identify and escalate missing records, preventing delays in patient appointments.
- Meet procurement and quality metrics to ensure first-appointment readiness.
- Maintain HIPAA compliance by auditing and indexing patient records using multiple identifiers.
- Utilize Microsoft Office and critical thinking skills in a fast-paced, high-volume environment.
- Support continuity of care through accurate documentation and interdepartmental coordination.
Patient Service Representative
VillageMD
Chicago
11.2022 - 11.2023
- Managed high call volumes, demonstrating effective communication skills and maintaining patient engagement.
- Scheduled appointments and resolved patient inquiries, enhancing patient satisfaction and access to care.
- Ensured confidentiality and accuracy in registration and scheduling processes.
- Collected and updated patient demographics and insurance information.
- Maintained accurate EMR documentation, ensuring compliance with HIPAA standards and safeguarding patient information.
Customer Service Representative
Senture (Humana Medicare)
London
05.2021 - 05.2022
- Provided tailored support to Medicare members, addressing inquiries about benefits and claims.
- Verified and updated customer information; processed prior authorizations and pharmacy claims.
- Facilitated payments, grievances, and appeals, ensuring timely resolution of customer issues.
- Resolved complex account issues by efficiently navigating multiple systems.
- Maintained compliance with corporate and regulatory confidentiality standards.
Marketplace Team Supervisor
GDIT
Bogalusa
08.2014 - 11.2019
- Led and developed a team of 30 customer service representatives, enhancing team skills and performance.
- Ensured productivity, quality, attendance, and service level goals were met.
- Facilitated training and onboarding programs, conducting performance reviews to support employee growth.
- Implemented operational improvements to increase efficiency and accuracy.
- Collaborated with HR on recruitment and employee development.
- Cultivated a culture of accountability and teamwork, strengthening team dynamics and collaboration.
Education
GED -
SMCC
Summit, MS04-2009
Skills
- Patient registration
- EMR documentation
- Medical records management
- HIPAA compliance
- Record procurement
- Workflow optimization
- Process improvement strategies
- Operations management
- Microsoft Office proficiency
- Phone systems operation
- Time management skills
- Team leadership and supervision
- Staff training
- Attention to detail
- Customer service excellence
- Conflict resolution techniques
References
Available upon request.
Timeline
New Patient Experience Record Collector
City of Hope
03.2024 - Current
Patient Service Representative
VillageMD
11.2022 - 11.2023
Customer Service Representative
Senture (Humana Medicare)
05.2021 - 05.2022
Marketplace Team Supervisor
GDIT
08.2014 - 11.2019
GED -
SMCC