Front Office Assistant

Jessica Lacriola

Mountain Home, AR *****

847-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Proven Front Office Assistant at Optum, adept in file organization and offering exceptional listening skills, enhanced client retention by streamlining check-in processes and improving team collaboration. Demonstrated professionalism in handling sensitive information, contributing to customer satisfaction. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

SKILLS

• Listening Skills

• File Organization

• Problem-solving skills

• Time Management

• Data Entry

• Administrative Skills

• Scheduling appointments

• Cash Handling

• Reception duties

• Billing and Invoicing

• Mail handling

• Appointment Setting

• Scheduling and calendar management

• Schedule Management

• Insurance Verification

• Hospitality services

• Administrative Support

• Strong Problem Solver

• Multi-line phone proficiency

• Supply Restocking

• Teamwork and Collaboration

• Problem-Solving

• Attention to Detail

• Problem-solving abilities

• Multitasking

• Multitasking Abilities

• Reliability

• Excellent Communication

• Organizational Skills

• Active Listening

• Effective Communication

• Self Motivation

• Professionalism

WORK HISTORY

FRONT OFFICE ASSISTANT 02/2024 to Current

Optum Care, Inc. (MedExpress Urgent Care) - Mountain Home, AR Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

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Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.

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• Responded to inquiries from callers seeking information.

• Directed phone inquiries, answered customer questions, and scheduled appointments.

• Reviewed and updated customer information in database for accuracy.

• Increased client retention by providing exceptional service while managing check-in and check-out processes.

Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.

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Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

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Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.

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Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.

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Supported staff members with administrative tasks, improving productivity across various departments.

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Updated client databases regularly while maintaining accuracy in contact details comprehensively.

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Resolved conflicts professionally and efficiently, fostering a positive workplace atmosphere.

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Processed payments and informed individuals of further financial responsibility to facilitate timely payments.

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Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.

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Streamlined office operations for increased efficiency through effective organizational tasks such as filing, scheduling, and data entry.

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Completed patient check-in processes by verifying insurance and submitting forms to nursing team.

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Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.

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• Screened visitors and issued badges to maintain safety and security.

• Restocked supplies and placed purchase orders to maintain adequate stock levels.

• Maintained transaction security by verifying payment cards against identification.

• Provided clerical support, addressing routine, and special requirements.

• Restocked supplies and submitted purchase orders to maintain stock levels. Followed detailed directions from management to complete daily paperwork and computer data entry.

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• Completed daily logs for management review.

• Verifying correct insurance packages for proper billing.

• Drug screens and Verifying proper paperwork and occupational medical services. PATIENT SERVICE REPRESENTATIVE 04/2002 to 07/2023 Advocate Medical Group - Algonquin, IL

Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.

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• Verified insurance eligibility and coverage for patients. Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.

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• Filed and maintained patient records in accordance with HIPAA regulations. Provided exceptional customer service to patients, answering questions and addressing concerns.

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Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.

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• Managed patient registration process, confirming data accuracy and completeness.

• Used Epic to schedule appointments.

Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.

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• Handled customer service inquiries in person, via telephone and through email.

• Assisted patients in filling out check-in and payment paperwork. Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.

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• Entered patient demographic and insurance data into electronic medical record system. Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.

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Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.

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Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.

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• Took copayments and compiled daily financial records.

• Balanced deposits and credit card payments each day.

• Built and maintained positive working relationships with patients and staff. Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.

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Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.

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Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.

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Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.

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Streamlined appointment scheduling for increased patient convenience and reduced wait times.

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Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.

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• Developed and implemented customer service policies and procedures. Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.

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Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.

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Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.

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• Resolved billing inquiries and disputes in timely fashion. Applied administrative knowledge and courtesy to explain procedures and services to patients.

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Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.

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Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.

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Contributed to the resolution of billing disputes by working closely with insurance companies and patients to clarify charges and payment expectations.

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• Investigated insurance claims denials and appeals.

• Stayed calm under pressure to and successfully dealt with difficult situations.

• Resolved patient billing issues in line with established guidelines.

• Educated patients on importance of preventive health care and insurance coverage. Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.

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• Addressed bad debts in line with set protocols.

• Answered incoming calls, scheduled appointments and filed medical records.

• Provided excellent customer service to patients and medical staff.

• Verified patient insurance eligibility and entered patient information into system.

• Greeted and assisted patients with check-in procedures.

• Followed document protocols to safeguard confidentiality of patient records. Processed payments using cash and credit cards, maintaining accurate records of transactions.

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• Trained new staff on filing, phone etiquette and other office duties.

• Facilitated communication between patients and various departments and staff. Compiled and maintained patient medical records to keep information complete and up-to-date.

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Offered simple, clear explanations to help clients and families understand hospital policies and procedures.

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• Engaged with patients to provide critical information.

• Responded to inquiries by directing calls to appropriate personnel.

• Resolved customer complaints using established follow-up procedures. Helped address client complaints through timely corrective actions and appropriate referrals.

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• Worked with patients to ascertain issues and make referrals to appropriate specialists.

• Organized patient records and database to facilitate information storage and retrieval.

• Delivered support to medical staff in completion of patient paperwork.

• Recommended service improvements to minimize recurring patient issues and complaints. EDUCATION

Proviso East High School - Maywood, IL High School Diploma 06/1994

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