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Skills

  • Eligibility Determination
  • Appointment reminder system implementation
  • First Aid/CPR
  • Team management
  • Relationship development
  • CMS (Centers for Medicare & Medicaid Services) guidelines knowledge
  • Electronic Health Records (EHR) systems management
  • Document filing
  • Problem resolution
  • Customer service excellence in healthcare settings

Work Experiences

  • Achieved a 72% improvement in efficiency.
  • Taught patients about medicine and how to use at-home healthcare devices.
  • Assessed patient eligibility for financial assistance programs, helping 68% of patients reduce their out-of-pocket costs.
  • Was in charge of patient scheduling and registration in order to serve as the first point of contact for medical office visits.
  • Explained the estimated cost of medical treatments and answered patient questions to ensure that the proposed services were well understood.
  • Achieved results within three years.
  • Was in charge of compiling and reviewing medical records.
  • Boosted patient collections by 5%.
  • Achieved recovery in under standard.
  • Used Salesforce to make appointments.

Summaries

  • Excellent communication skills and a commitment to patient satisfaction lead to the best possible outcomes.
  • Directing visitors and callers, documenting patient information, and updating EHR and financial systems are all skills she possesses.
  • Patient Service Representative with 10 years of healthcare experience.
  • Adept at training and mentoring new staff.
  • Assessed patient eligibility accurately.
  • Customer-focused Patient Access Liaison with a history of enhancing patient satisfaction scores by 82%. Known for clear communication regarding billing and insurance, as well as a firm understanding of Medicare/Medicaid guidelines.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Patient Access Liaison with 16 years of experience.
  • 7 years of experience as a patient service representative.

Accomplishments

  • Tracked data on missed appointments and initiated a call-back program that increased appointment attendance by 26% among high-risk populations.
  • Designed and administered customer feedback survey tool, resulting in actionable insights that raised patient satisfaction by 67%.
  • Led a patient access improvement project that reduced wait times by 16% while improving overall patient satisfaction.
  • Collaborated with team of 3 in the development of initiative.
  • Collaborated with healthcare providers to ensure accurate ICD-10 coding, facilitating an 42% reduction in claim denials.
  • Resolved 43% of patient inquiries and complaints at the point-of-service within 24 hours, improving service excellence scores.
  • Utilized patient data analytics tools to identify trends in no-show appointments, cutting the no-show rate by 15% over the past year.
  • Resolved product issue through consumer testing.
  • Orchestrated efforts to realign department workflows with payer-specific protocols, reducing payment denials by 79%.
  • Successfully trained 5 new hires on industry-standard ICD-10 coding and compliance with CMS guidelines.

Affiliations

  • Medical Group Management Association (MGMA)
  • Society for Healthcare Consumer Advocacy
  • Association for Computing Machinery
  • Community Health Accreditation Partner (CHAP)
  • Member of Insurance Billing & Coding Special Interest Group
  • Jaycees
  • Active Participant in CMS Webinars & Seminars
  • Professional Association of Health Care Office Management (PAHCOM)
  • Contributing Member at Advisory Board for Revenue Cycle Improvement, 2024
  • Association for Patient Experience (AfPE)

Certifications

  • Certified Electronic Health Records Specialist (CEHRS)
  • Insurance Verification Specialist Certification
  • Certified Outpatient Coder (COC)
  • Certified Professional in Healthcare Quality (CPHQ)
  • First Aid/CPR Certified
  • Certified Medical Office Manager (CMOM)
  • American Association of Healthcare Administrative Management (AAHAM) Certification
  • Certified Public Accountant
  • Certified Specialist in Patient Communication (CSPC)
  • Certified Professional Coder (CPC)

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