Organized Patient Service Representative with 18 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Skills
MS Office
Inbound and Outbound Calling
Creative problem solving
Staff education and training
Scheduling
New Hire Orientation
Excellent Interpersonal Skills
Medical admissions process knowledge
HIPAA Compliance
Credit card processing
Good listening skills
Administrative support
Rapport building
Data Collection
Spreadsheets
Computer literacy
Understanding of medical terminology
Education
Banneker High SchoolCollege Park, GAExpected in 06/2000 ā āHigh School Diploma: - GPA:
Clark Atlanta UniversityAtlanta, GAExpected in ā āNo Degree:Pre-Medicine - GPA:
Atlanta Metropolitan State CollegeAtlanta, GAExpected in ā āNo Degree:Nursing - GPA:
Certifications
First Aid/CPR Certified
Work History
Nuvance Health - Front Office Coordinator Carmel, NY, 09/2020 - Current
Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.
Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
Produced highly accurate internal and external letters and memoranda.
Prepared and distributed team-based communications to foster collaboration and enhance team morale.
Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Managed scheduling, travel arrangements, communications screening and other administrative support tasks for clinical personnel.
Monitored office supplies by checking inventory on a daily basis and placed orders whenever stock appeared low.
Established positive working relationships with colleagues, manager and customers through regular communication and effective anticipation of needs.
Welcomed patrons and immediately offered assistance by asking open-ended questions.
Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel as point of contact for office.
Managed CRM database, including troubleshooting, maintenance, updates and report generation.
Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
Trinity Health Corporation - Front Office Assistant Lavonia, GA, 12/2013 - 05/2014
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Provided clerical support to 11 company employees by copying, faxing and filing documents.
Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Oversaw efficient patient check-in processes, including verifying insurance and submitting forms to nursing team.
Received and routed business correspondence to correct departments and staff members.
Maintained transaction security by verifying payment cards against identification.
Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
Kept reception area clean and neat to give visitors positive first impression.
Monitored premises, screened visitors, updated logs and issued passes to maintain security.
Decreased customer hold times from 5 minutes to 1 minute through updating office phone call and messaging procedures.
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Greeted 80-100 daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Directed phone inquiries, answered customer questions and scheduled appointments on 45 daily phone calls.
Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Maintained optimal office security by monitoring visitors and following precise procedures.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Maintained financial accuracy by collecting deposits, fees and payments.
Scheduled appointments, forwarded phone calls and completed Prior authorizations on multi-line office phone.
Took more than 45 incoming calls per day, provided information and routed callers to correct personnel across 20-employee company.
Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
Processed credit card and cash payments and informed individuals of further financial responsibility to facilitate timely payments.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Processed patients' payments and informed individuals of further financial responsibility to facilitate timely payments.
Introduced organization systems to keep filed customer documents confidential and increase operational efficiency.
Care New England Health System - Patient Access Associate Warwick, RI, 03/2002 - 06/2013
Compiled and reviewed medical charts.
Assisted patients in filling out check-in and payment paperwork.
Explained plans for treatment and payment options.
Balanced deposits and credit card payments each day.
Reviewed and corrected claim errors to facilitate smooth processing.
Took copayments and compiled daily financial records.
Maintained excellent attendance record, consistently arriving to work on time.
Handled 30-50 calls per day to address customer inquiries and concerns.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
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