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patient account analyst resume example with 7+ years of experience

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

Skilled Behavioral Technician proficient in best practices and requirements of behavioral health programs as well as successful support strategies and skill-building exercises. Dedicated to assisting clients with improving daily living through avoidance of harmful substances and ongoing support. Dependable and ethical with superior work ethic.

Skills
  • Health Plan Benefits
  • Excellent Customer Service Skills
  • Knowledge of Medical Terminology
  • Charting and Clinical Documentation
  • Active Listening
  • Interpersonal Skills Development
  • Behavior Observation
  • Verbal and Written Communication
  • Problem Solving
  • Interdisciplinary Collaboration
  • Critical Thinking
  • Adaptability and Flexibility
  • Microsoft Office
  • Rapport Building
  • Coordinating Care
  • Attention to Detail
  • Patient Assessment
  • Admitting and Discharging
  • Health Management Instruction
  • Progress Documentation
  • Patient and Family Education
  • Decision Making
  • Encouragement and Motivation
  • HIPAA Requirements
  • Crisis Intervention
  • Psychological Therapy Treatments
  • Treatment History Review
  • Indirect Patient Care
  • Patient Interviews
  • Clinical Documentation
  • Medical Records Requests
  • Clerical Functions
  • Patient Admission
  • Behavioral Health
  • Intake Assessment
  • Medical Records Maintenance
  • Social Services
  • Mental Health Assessment
  • Social Work
  • Care Coordination
  • Patient Counseling
  • Mental Healthcare
Experience
04/2022 to Current Patient Account Analyst Health Alliance Of Hudson Valley | Stony Point, NY,
  • Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
  • Reached out to patients once insurance was billed in order to obtain payments due.
  • Reviewed flagged items daily and resolved issues.
  • Educated patients on payment and insurance options based on treatments.
  • Performed insurance verification, pre-certification and pre-authorization.
  • Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
  • Assessed billing statements for correct diagnostic codes and identified problems with coding.
  • Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
  • Answered customer questions to maintain high satisfaction levels.
  • Checked claims coding for accuracy with ICD-10 standards.
  • Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
  • Collected, posted and managed patient account payments.
  • Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
12/2019 to 04/2022 Insurance Follow-Up Representative Central Maine Medical Center | Lisbon, ME,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Engaged customers with proactive strategies to understand needs and develop successful solutions.
  • Consistently met service team sales targets and call handling quotas consistently.
  • Educated clients on how to conduct transactions with convenient online solutions.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Collected payments for medical services and updated accounts to reflect new balances.
  • Assessed processing reports each day to effectively submit claims.
  • Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
  • Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
  • Inputted data into the system, maintaining accuracy of provider coding information and reported services.
  • Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
  • Based payment or denials of medical claims upon well-established criteria for claims processing.
  • Sent clinical request and missing information letters to obtain incomplete information.
  • Reviewed administrative guidelines whenever questions arose during processing of claims.
  • Documented file notes clearly and concisely I Epic.
  • Used contract notes and processing manual to correctly apply group-specific classifications to claims.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Verified policy holder data, including age, contact number and physical address.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation
  • Verified patients had proper insurance coverage prior to procedures or appointment scheduling.
  • Updated patient and insurance data and input changes into company's computer system.
  • Corresponded with insurance customers and agents to obtain or relay information on account status changes.
  • Collaborated with fellow team members to manage large volume of claims.
  • Collected payments, processed receipts and informed policyholders of outstanding balances.
  • Created master spreadsheet to record procedures, denials and approvals.
09/2018 to 12/2019 ASC Account Receiveable Rep II Liberty Mutual | Baltimore, MD,
  • Received and processed client payments, and updated accounts.
  • Reached out to customers to assess satisfaction levels and current needs.
  • Reviewed accounts for delinquencies and other ongoing issues.
  • Offered proactive resolution ideas while driving actionable responses to questions, concerns or challenges, boosting client satisfaction ratings.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Collected and processed copayments and out-of-pocket charges using Epic.
  • Compiled and assessed patient medical records to help determine correct plans.
  • Received patient inquiries or complaints and directed to appropriate medical staff members.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Helped patients obtain health care services by setting up referrals.
  • Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
  • Explained policies, procedures and services to patients.
  • Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
  • Reviewed claims for accuracy before submitting for billing.
  • Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
  • Inputted data into the system, maintaining accuracy of provider coding information and reported services.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
04/2016 to 09/2018 ASC Verifier Kelsey-Seybold | City, STATE,
  • Performed verification of Medicare coverage.
  • Identified important patient and demographic information.
  • Assisted 200 patients weekly by reviewing personal cases and insurance coverage information.
  • Pulled patient files and forwarded to appropriate offices for processing.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
  • Updated patient and insurance data and input changes into company computer system.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Followed specific security rules and guidelines to protect patient medical records and payment card information.
  • Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
  • Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
  • Contacted patients to arrange payment arrangements for deductible and out-of-pocket liability.
  • Navigated through multiple online systems to obtain documentation.
  • Created and sent time of service letter to inform patient of estimated self-pay balance.
  • Accessed third-party insurance databases to identify coverage of benefits.
  • Communicated with cross-functional teams to report insurance company trends.
  • Contacted patients to confirm demographic information and communicate financial responsibilities.
  • Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
  • Liaised between physician, site of service and billing department to obtain appropriate documentation.
  • Examined claims, records and procedures to grant approval of coverage.
  • Retained strong medical terminology understanding in effort to better comprehend procedures.
  • Handled billing related activities focused on medical specialties.
  • Entered data in EMR database to record payer, authorization requirements and coverage limitations.
07/2015 to 04/2016 Customer Service Representative Kelsey-Seybold | City, STATE,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Made outbound calls to obtain account information.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Explained benefits, features and recommendations to maximize client retention.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Improved customer service wait times to mitigate complaints.
  • Relayed customer feedback to cross-functional teams to improve products and services.
Education and Training
Expected in 12/2022 to to | Interdisciplinary Studies University of Houston - Downtown, Houston, TX GPA:
  • Minor in Psychology
  • Relevant Courses: Human Behavior in Social Environment, Child Psychology, Social Psychology, and Family Communicaton
Expected in 06/2001 to to High School Diploma | Lawrence E Elkins High School, Missouri City, TX GPA:

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Resume Overview

School Attended

  • University of Houston - Downtown
  • Lawrence E Elkins High School

Job Titles Held:

  • Patient Account Analyst
  • Insurance Follow-Up Representative
  • ASC Account Receiveable Rep II
  • ASC Verifier
  • Customer Service Representative

Degrees

  • High School Diploma

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