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Skills

  • Regulatory compliance
  • Data entry
  • Patient discharge process improvement
  • Document filing
  • Business operations
  • Front Desk Operations Management
  • Complaint handling and issue escalation
  • Interpreting physician orders
  • Documenting and tracking patient concerns
  • First Aid/CPR

Work Experiences

  • Addressed patient complaints.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Contributed to the clinic being awarded for operational integrity in 2022.
  • Achieved a 54% increase in patient satisfaction scores.
  • Achieved 3 in collection improvements.
  • Created a recognition program for frontline staff, improving team morale and resulting in an President's Club for customer service excellence.
  • Collaborated with internal IT teams.
  • Boosted repeat visitation by 40%.
  • Achieved Employee of the Year award for exceptional service standards.
  • Conducted consistent audits.

Summaries

  • Awarded for outstanding service.
  • German is a second language for me.
  • Lead Patient Service Representative is a multi-talented Lead Patient Service Representative who is consistently rewarded for planning and operational improvements.
  • Lead Patient Service Representative with 14 years of successful budget management and strategic planning experience.
  • Achieved a department-wide retention rate of 34% over metric.
  • 18 years of experience as a patient service representative.
  • Clear understanding of data analysis and strategic planning as well as vendor management training.
  • Achieved Excellence Award for contributions to clinic operations.
  • Committed to continuous improvement.
  • Adhered to HIPAA regulations.

Accomplishments

  • Led a 4-member front office team in achieving the team award for customer service excellence, attributed to program.
  • Supervised patient billing reviews and coordinated with financial departments, improving revenue cycle management and reducing claim rejections by 38%.
  • Improved account processing accuracy, recovering $153,000 in unpaid patient balances through diligent review and follow-up.
  • Optimized reception workflows by reviewing and improving processes, reducing wait time per patient by 78% minutes.
  • Designed and implemented patient engagement initiatives that enhanced patient education and adherence to follow-up care by 24%.
  • Assured patient compliance with personal data protection regulations (HIPAA), achieving ITIL within the department.
  • Collaborated with clinical departments to streamline check-in and discharge procedures, positively impacting clinic throughput by 27%.
  • Spearheaded project to redesign front desk layout, resulting in a 18% improvement in patient throughput and overall flow.
  • Developed and maintained a patient education initiative to improve understanding of billing and insurance coverage for over 13 patients annually.
  • Documented and resolved method which led to procedure.

Affiliations

  • American Health Information Management Association (AHIMA)
  • Certified Patient Account Manager (CPAM)
  • Patient Service Representative Certification (PSRC)
  • Hospitals, Healthcare Systems & Patient Advocacy Associations Membership
  • American Society of Safety Professionals
  • Member of Georgia Healthcare Association
  • Healthcare Contact Center Times (HCCT) Membership
  • American College of Healthcare Executives (ACHE)
  • Human Resources Certification - Focus on Healthcare Systems
  • National Association of Social Workers

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Professional Coder (CPC)
  • Salesforce
  • Certified Nonviolent Crisis Intervention (CPI) Instructor
  • Certified Professional in Patient Service (CPPS) Vantage
  • CompTIA Network+
  • Healthcare Compliance Certification (CHC)
  • Medical Terminology Certificate - Beacon Labs
  • SHRM Certified Professional (SHRM-CP)
  • Certified Professional in Healthcare Quality (CPHQ)

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