lead patient access specialist resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Customer Service Specialist with demonstrated skills in interactions, with both external and internal customers. Social and communicative with high regard for sensitive and confidential information. Clear understanding of HIPAA rules and insurance protocols. Supportive Team Lead with experience leading teams. Skilled in following detailed schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency. Detail-oriented with strong work ethic. Excellent communications skills and empathetic nature with achievement of positive outcomes. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Seasoned Customer Service Supervisor with strong working relationships with teams to boost performance and meet objectives. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Educated professional offering years of experience streamlining processes, managing talented team members. Dependable Customer Service Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success. Self-motivated bringing proven leadership, organizational and customer relations skills.
Skills
Microsoft Office
Quality Standards and Protocols
Advance EPIC
Payment Navigator
Registration and Scheduling
Caring and Empathetic
Providing Information and Resources
Organized and Efficient
Knowledge of Community Services and Programs
Documenting and Recording Information
Verbal and Written Communication
Calm and Effective Under Pressure
Patient Confidentiality and Data Security
Professional Bedside Manner
Reliability and Dedication
Time Management and Prioritization
Conflict Resolution
Insurance Authorizations
Patient Registration
Attention to Detail
Benefits Explanation
Forms and Spreadsheet Creation
Quality Assurance
Coaching and Mentoring
Performance Management
Complex Problem Solving
Staff Development and Training
Team Building
Motivational Leadership
Decision Making
Schedule Coordination
Handling Customer Complaints
Microsoft Office Suite
Work History
02/2019 to CurrentLead, Patient Access SpecialistEmerus | Horizon City, TX,
Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Managed schedules, accepted time off requests and found coverage for short shifts.
Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Performed patient pre-admission, admission, transfer and discharge activities.
Resolved patient financial and insurance problems with guidance from documented guidelines and procedures.
Audited team performance and compliance with company and department standards.
Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
Took on additional job duties during unexpected backlog, resulting in meeting project target date.
Trained new team members by relaying information on company procedures and safety requirements.
Adapted plans and adjusted equipment to maintain high standards of functionality and safety.
Contacted insurance companies for patient medical billing operations.
Instructed junior team members on protocols and procedures of each station to maximize contributions.
Coached team members in techniques necessary to complete job tasks.
Prepared patient identification band and completed admissions papers.
Worked different stations to provide optimal coverage and meet production goals.
Collected and validated patient demographics and insurance information.
Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Participated in cross-functional team-building activities.
Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Received patient deductibles, co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance.
04/2017 to 12/2018Dental Insurance Customer ServicePrometric | Lexington, KY,
Provided primary patient and provider support to internal and external customers.
Documented patient and provider contact to maintain record of customer interactions and elevate quality of service.
Maintained current product knowledge to meet patient and provider needs and increase sales.
Answered incoming phone calls to articulate state issued insurance product and details.
Liaised with customers and management to better understand patient and provider needs and recommend appropriate solutions.
Verified and updated customer contact details to build and maintain accurate customer database.
Shared knowledge and expertise with co-workers to foster awareness and increase staff productivity.
Responded to customer requests for services and information.
Adhered to HIPPA and privacy compliance criteria and guidelines to determine risks.
Communicated professionally with colleagues, patients and providers.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Exhibited high energy and professionalism when dealing with all levels of patients, providers and staff.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Responded proactively and positively to rapid change.
09/1999 to 04/2017Customer Service Call Center SupervisorConnectwise | Harlan, IA,
Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for mortgage business.
Trained staff on operating procedures and company services.
Followed up with customers about resolved issues to maintain high standards of customer service.
Exhibited high energy and professionalism when dealing with all levels of clients and staff.
Trained new personnel regarding company operations, policies and services.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Implemented and developed customer service training processes.
Met all customer call guidelines including service levels, handle time and productivity.
Facilitated inter-departmental communication to effectively provide customer support.
Provided excellent customer care.
Educated customers about billing, payment processing and support policies and procedures.
Followed-through on all critical inter-departmental escalations to increase customer retention.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
01/1992 to 01/2000Office ManagerC & E Transportation | City, STATE,
Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
Coordinated special projects and managed schedules.
Evaluated employee records and productivity to complete employee evaluations.
Managed office operations.
Developed standard operating procedures for all employees.
Coached new hires on company processes while managing employees to achieve maximum production.
Maintained computer and physical filing systems.
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
Maintained computer and physical filing systems
Oversaw office inventory activities, including ordering and requisitions.
Compared vendor prices and negotiated for optimal savings
Coordinated projects and managed schedules.
Education
Expected in 05/2023 to to Bachelor of Arts | Business ManagementMATC, West Allis, WI, GPA:
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