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customer service patient services representative resume example with 10+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Service- oriented and well-organized healthcare professional with varied background skills and strong customer service ethics with 25+ years of experience. Dedicated to providing superior support for patients and medical staff. Excels at identifying patient needs and concerns to improve engagement strategies and overall service. Meticulous and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.

Skills

Proficient in all areas of medical office procedures both front/back and hospital settings.
Performed patient registration, admission, and discharge duties in both medical office/hospital settings.
Knowledgeable of medical terminology

Strong written, verbal, and interpersonal communication
Ability to multi-task, set priorities and manage time effectively

  • Exceptional customer service
Work History
09/2016 to Current Customer Service/Patient Services Representative Acclara Solutions | City, STATE,
  • Liaison between patients, patients' relatives, and healthcare organization; manages patients' questions and concerns in confidential and professional manner
  • Manages high volume of inbound and outbound calls promptly with record of over-achieving quota of 100 calls and patient accounts or more daily in fast paced, call center setting
  • Obtains supporting documentation to assist and resolve patient inquiries/requests within 24-48- hour period while delivering high-quality patient experience through inbound and outbound calls within established protocols and first call resolution
  • Accurately collects and processes electronic payments from patients securely or via payment center
  • Identifies insurance payments/adjustment to ensure proper account resolution while reviewing, interpreting patient statements/EOB and balances with basic knowledge of Client Contractual Terms/Agreements (as needed)
  • Provides excellent data entry skills to meet personal/team qualitative and quantitative metrics.
09/2015 to 09/2016 Medical Front Office Receptionist/Billing Assistant East Ocean Podiatry | City, STATE,
  • Provided office support to physicians and all clinical staff
  • Summary of Billing Duties include: Responsible for collecting, posting and managing account payments, follow up with insurances, prepare and submits clean claims to various insurance companies either electronically or by paper, answers questions from patients, clerical staff and insurance companies, identified and resolved patient billing complaints, reviewed/prepared and sent patient statements, performed various collection actions including contacting patients by phone, corrected and resubmitted claims, processed and posted payments from insurance companies and patients and prepared daily deposit.
  • Checked patient insurance, demographic and health history to keep information current
  • Coordinated patient scheduling, check-in, check-out and payments for billing
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
  • Helped patients complete necessary medical forms and documentation
  • Managed multi-line phone system and pleasantly greeted patients
  • Enhanced office productivity by handling high volume of callers per day
  • Transcribed phone messages and relayed to appropriate personnel
  • Maintained current and accurate medical records for patients
  • Adhered to strict HIPAA guidelines to protect patient privacy
  • Organized paperwork such as charts and reports for office and patient needs
  • Responded to correspondence from insurance companies to verify patient's coverage
04/2013 to 08/2016 Medical Front Office Assistant/Medical Assistant/Office Manager Cancer Healthcare Associates | City, STATE,
  • Provided leadership, direction, administration, and coordination of all medical office activities of assigned physician office and maintained flow on day-to-day basis under e direction of Practice Manager
  • Provided office support to physicians and all clinical staff
  • Front office duties included but not limited to check in/out, patient registration, assisted patients with completion of necessary paperwork, scheduling appointments and surgical procedures, insurance verification via telephone/online, obtained authorizations and referrals, maintained medical records, billing and coding, data entry, collected/posted copay's, fees, and any outstanding balances
  • Administrative duties included but not limited to answered multi-line phones in professional and courteous manner, managed correspondence (mail, relayed messages, greeted patients/ visitors), copying, filing, scanning, faxing, typing memos (patients, physician offices, attorneys)
  • Clinical duties included but not limited to: Prepared patients for examination and surgical procedures
  • Measured and recorded vital signs, height, and weight
  • Also administered medications and injections, assisted with in-office procedures under direction of physician.
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs
05/2011 to 10/2012 Medical Front Office Assistant/Medical Assistant Palm Beach Brain & Spine | City, STATE,
  • Provided office support to physicians and all clinical staff
  • Front office duties included but limited to check in/out, patient registration, assisted patients with completion of necessary paperwork, scheduling appointments and surgical procedures, insurance verification via telephone/online, obtained authorizations and referrals, maintained medical records, billing and coding, data entry, collected/posted copay's, fees, and any outstanding balances

Clinical duties included but not limited to: Prepared patients for examination and surgical procedures

  • Also administered medications, assisted with injections, and performed basic x-ray techniques under direction of physician.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment
  • Performed clerical duties, such as word processing, data entry, answering phones and filing
  • Documented vital signs and health history for patients in clinic and hospital environments
  • Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes
  • Called and faxed pharmacies to submit prescriptions and refills
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs
  • Gathered forms and copied insurance cards to collect patient information for billing and insurance filing
  • Completed clinical procedures and gathered patient data for interpretation by physician
  • Taught patients about medications, procedures and care plan instructions
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens
  • Collected and documented patient medical information such as blood pressure and weight
  • Obtained client medical history, medication information, symptoms and allergies
  • Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms
Education
Expected in 06/2025 to to Master of Divinity | South Florida Bible College And Theological Seminary, Deerfield Beach, FL, GPA:
Expected in 12/2021 to to Bachelor of Arts | Biblical & Theological Studies South Florida Bible College And Theological Seminary, , GPA:
Expected in 06/2015 to to Bachelor of Science | Healthcare Administration Barry University, , GPA:
Expected in 03/2012 to to Associate of Science | Medical Assisting City College, , GPA:
Expected in 06/1991 to to Nursing Assisting/Home Health Aide | Nursing Assistance Concorde Career Institute, Lauderdale Lakes, FL, GPA:
Accomplishments
  • Medical Assistant, Patient Care Technician/Nursing Assistant/Home Health Aide, American Heart Association BLS, EKG, Phlebotomy, Basic X-Ray, HIV/AIDS, and OSHA
Additional Information
  • Experienced health care professional with varied background skills and strong customer service ethics.

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Resume Overview

School Attended

  • South Florida Bible College And Theological Seminary
  • South Florida Bible College And Theological Seminary
  • Barry University
  • City College
  • Concorde Career Institute

Job Titles Held:

  • Customer Service/Patient Services Representative
  • Medical Front Office Receptionist/Billing Assistant
  • Medical Front Office Assistant/Medical Assistant/Office Manager
  • Medical Front Office Assistant/Medical Assistant

Degrees

  • Master of Divinity
  • Bachelor of Arts
  • Bachelor of Science
  • Associate of Science
  • Nursing Assisting/Home Health Aide

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