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Skills

  • Insurance Verification Processes
  • Active listening and communication
  • Follow-up Call Procedures
  • Front Desk Workflow Streamlining
  • Quality improvement initiatives
  • Handling sensitive patient information
  • Multitasking in fast-paced environments
  • Performance goal achievement
  • Cross-departmental communication
  • Data entry and accuracy

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with cross-functional team members.
  • Looked for industry trends on social media and through online sources.
  • Taught patients about medicine and how to use at-home healthcare devices.
  • Was in charge of compiling and reviewing medical records.
  • Achieved 25% accuracy in financial transactions monthly.
  • Achieved dispute resolution within 11 days.
  • Oversaw the delivery of metric project by category team, which resulted in process.
  • Went over the doctors' daily care slips.
  • Achieved improvement over 17 months.

Summaries

  • Consistently achieved operational goals and standards.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 51% compliance with HIPAA regulations.
  • Adept at managing multi-line phone systems and patient service scripts, contributing to a seamless scheduling process for 4 appointments daily with 29% accuracy.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Detail-oriented and proactive, with strong interpersonal skills, a hardworking nature, and a flexible approach.
  • Achieved exceptional accuracy.
  • Patient Service Representative with extensive knowledge of initiative.
  • Advanced communication, planning, and problem-solving abilities.
  • Within Healthcare, senior Patient Service Representative and outstanding performer in vendor management and cross-functional collaboration.

Accomplishments

  • Acted as a key liaison between medical billing and insurance providers, correcting 13 claim discrepancies monthly.
  • Resolved patient scheduling conflicts by engaging in proactive communication with both patients and healthcare providers, leading to fewer no-show appointments.
  • Supported patients utilizing the online portal for appointment scheduling, ensuring seamless navigation and reducing call volume by 75%.
  • Trained and supervised a team of 7 front office staff, ensuring a smooth daily workflow and optimal patient service.
  • Managed front desk operations, greeting and registering an average of 18 patients daily while maintaining a client-focused service approach.
  • Streamlined the patient intake process via automation, reducing paperwork delays by 85% and increasing operational efficiency.
  • Utilized Salesforce to introduce a new call center automation system, decreasing average response time on patient inquiries from 2 minutes to 9 minutes.
  • Partnered with the billing department to identify and correct recurring invoicing errors, reducing overall billing discrepancies by 82%.
  • Collaborated with IT to develop an online patient portal, increasing online bookings by 35% within several months.
  • Trained new hires on patient management systems, enhancing team efficiency and reducing onboarding time by 67%.

Affiliations

  • American Health Information Management Association (AHIMA)
  • Health Information and Management Systems Society (HIMSS)
  • Association for Computing Machinery
  • Health Outreach and Marketing Association (HOMA)
  • Health Workforce Recruitment and Retention Network
  • Toastmasters
  • Project Management Institute
  • Patient Experience Institute (PXI)
  • International Association of Administrative Professionals
  • American College of Healthcare Executives (ACHE) – Affiliate Member

Certifications

  • Medical Scheduler Certification (MSCS)
  • Certified Public Accountant
  • Certified Professional in Healthcare Quality (CPHQ)
  • Patient Advocacy Certification (PAC)
  • Healthcare Financial Counselor Certification (HFCC)
  • Salesforce
  • Certified Specialist Physician Practice Management (CSPPM)
  • Certified Specialist in Insurance Verification (CSIV)
  • Certified Professional Coder (CPC)
  • Medical Administrative Specialist Certification (CMAS)

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