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Patient Service Representative Resume Example

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PATIENT SERVICE REPRESENTATIVE
Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights

Dedicated to process improvement

Strong problem solving ability

Troubleshooting skills

Telecommunications knowledge

Proficient with Microsoft Office Suite

Proficient in customer account software
  • High customer service standards
  • Conflict resolution proficiency
  • Strong problem solving
  • Dedicated to process improvement
Accomplishments

I have over 10 years of outstanding customer service experience. I have worked within the health care industry for over 15 years. I am well organized, focus, hard working and customer loyalty.

Experience
Patient Service Representative 07/2012 to 10/2014 Aurora Health Care Kenosha, WI
  • Greet patients and visitors and responds to routine requests for information.
  • Answers telephone, screens calls, and filter all messages.
  • Registered patients; obtained demographic and insurance information; verified insurance coverage, collected co-pays, deductibles, and previous balances; posted payments and updated demographic and insurance information.
  • Scheduled patient appointments and coordinated cancellations, rescheduled, and additions to schedules.
  • Updated insurance, financial responsibility and other data when changes or additions occur, and communicate to patient as appropriate.
  • Ensured insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements.
  • Monitored patient flow to ensure they are cared for in the most efficient and courteous manner.
  • Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
  • Performed visit closure including checking out patients after visit, scheduled follow-up appointments, and provided patients with a visit summary.
  • Worked in various department and staff, urology, women center, family practice, and rheumatology Created and worked excel spreadsheets, calendars and word documents provided support for a specific individual and staff as needed.
Customer Service Representative 08/2011 to 04/2012 MRI Staffing Leica Microsystems Buffalo Grove, IL
  • Processed service orders, fax, and telephone.
  • Handled 40-60 calls daily Monitored outstanding purchase orders.
  • Used SAP to retrieve customer information, stock status information, and status of purchase orders.
  • Gathered information for record keeping Resolved customer's complaint regarding billing and service provided.
  • Served as liaison between the customer and various departments Provided pricing and product stock status to customer Maintain customer's account, update address, or other information pertaining to record keeping.
  • Maintained files of active orders and post activity such as change notices, return goods, stocked out product, backorders and RGA issues.
  • Achieved and maintained rapport with customers in order to give the best possible service in all types of interactions.
Customer Service Specialist 12/2007 to 08/2010 Baxter Healthcare Inc Deerfield, IL
  • Managed inbound telephone, fax, and electronic or web product orders.
  • Handled a call volume of 50 ­ 100 calls daily.
  • Maintained prescription files on patients, ensures data accuracy between prescriptions received and what is loaded into the system.
  • Handled exceptions as required and handled general inquiries and correspondence for customers.
  • Initiated outbound calls to follow up on transactions.
  • Resolves complex customer questions, complaints and requests, where judgment and initiative are required to resolve and/or make recommendations.
  • For instance tracks codes, investigates and resolves problems related to shipment of products, returns, credits, and new orders.
  • Handled processing and issuing credits for returns.
  • Obtained through the ordering process obtained information on the amount, type, and stock on hand.
  • Expedited product availability and manages the release of back orders.
  • Monitor reorder points and initiate action to replenish stock.
  • Worked with the customer to determine needed quantities and frequency of delivery of product.
  • Sets-up new accounts, documents service requirements, maintains other records, and prepared customer required reports.
  • Required to handle regulatory procedures for federal and state regulations.
  • Provided guidance, training, and new hire phase-in to peers or other non-exempt department employees.
  • Worked on various reports and other duties as assigned by supervisor.
Billing Analyst 07/1999 to 07/2007 Evanston Northwestern Healthcare Highland Park, IL
  • Maintained and processed medical charts for patients within Dialysis and Out-Patient Physical Therapy Unit.
  • Prepared accounts receivable for process on vendors payments, patient's daily charges, medication charges.
  • Responsible for prior authorizations and appeals.
  • Communicated verbally and in writing with patients, vendors, and staff.
  • Fully trained in Federal and State Medical regulations.
  • Scheduled patients for follow up visits, labs, and other medical procedures.
  • Assisted patients and family members with consultation on financial matters.
  • Investigated and documented issue resolutions.
  • Resolved billing issues, contacting outside sources as needed.
  • Understands variety of benefits programs, medical, dental and life insurance.
  • Greeted patients, vendors, guest and staff.
  • Performed various assigned administration in a professional and courteous manner.
  • Provided referral information to doctors, nurses, and medical staff as needed.
  • Entered demographic information upon scheduled appointments.
Education
GED: General Studies 1979 Gentry High School Indianola, MS, USA
Health Information Technology College of Lake County Grayslake, IL, USA
Skills

accounts receivable, benefits, billing, charts, consultation, delivery, fax, financial, government, insurance, JDE, Kronos, Lotus Notes, medical billing, excel spreadsheets, Microsoft Office, word, pricing, rapport, record keeping, SAP, scheduling,

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Resume Overview

Companies Worked For:

  • Aurora Health Care
  • MRI Staffing Leica Microsystems
  • Baxter Healthcare Inc
  • Evanston Northwestern Healthcare

School Attended

  • Gentry High School
  • College of Lake County

Job Titles Held:

  • Patient Service Representative
  • Customer Service Representative
  • Customer Service Specialist
  • Billing Analyst

Degrees

  • GED : General Studies 1979
    Health Information Technology

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