Customer Service Representative

DEBRA SPICER

Rehoboth Beach, DE *****

302-***-**** - *****@*****.***

PROFESSIONAL SUMMARY

Driven by a commitment to excellence, I leveraged my HIPAA compliance expertise and empathetic customer service at Delaware Imaging Network to enhance patient satisfaction and streamline registration processes. My leadership in training and process improvement significantly elevated team performance and patient experience, embodying a blend of technical proficiency and compassionate care. Organized Patient Service Representative with 23 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

SKILLS

Customer Service

HIPAA Compliance

Payment Collection

Patient confidentiality and registration

Healthcare industry understanding

Screening and directing callers

Flexible Schedule

Phone and Email Etiquette

Problem-Solving

Multitasking and Organization

Team Collaboration and Leadership

Attention to detail and Hardworking

Caring and Empathetic

Calm and Effective Under Pressure

Reliability and Dedication

Resolving Problems

Clerical and Filing Support

Communicating to Patients and

Families

Interpreting physician orders

Attention to Detail

Documenting and Recording

Information

Appointment Scheduling

WORK HISTORY

09/1999 to 12/2022 Patient Service Representative

Delaware Imaging Network/Radnet Aka Papastavros – Newark, Delaware Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements. Verified insurance eligibility and coverage for patients. Handled sensitive patient concerns with professionalism and empathy. Filed and maintained patient records in accordance with HIPAA regulations. Improved overall patient registration process by implementing new procedures and training team members accordingly.

Promoted positive work environment through effective team collaboration and open communication channels.

Facilitated clear communication between patients, medical staff, and insurance providers to ensure accurate billing and documentation. Developed strong relationships with patients and their families to provide exceptional customer service at all times.

Provided comprehensive training to new team members, ensuring consistent levels of high-quality service across the team.

Coordinated with other departments to ensure seamless delivery of services throughout the patient journey.

Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.

Maintained accurate and up-to-date records of patient demographics, insurance information, and medical histories by consistently verifying data during each visit or interaction.

Served as a liaison between patients, physicians, nurses, and administrative staff to facilitate smooth operations within the clinic or healthcare facility. Verified patient insurance eligibility and entered patient information into system. Provided excellent customer service to patients and medical staff. Greeted and assisted patients with check-in procedures. Answered incoming calls, scheduled appointments and filed medical records. Processed payments using cash and credit cards, maintaining accurate records of transactions.

Facilitated communication between patients and various departments and staff. Engaged with patients to provide critical information. Followed document protocols to safeguard confidentiality of patient records. Responded to inquiries by directing calls to appropriate personnel. Helped address client complaints through timely corrective actions and appropriate referrals.

Trained new staff on filing, phone etiquette and other office duties. Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.

01/1989 to 09/1999 Office Manager/Bookkeeper

Internet Delaware – Newark, Delaware

Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.

Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.

Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets. Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.

EDUCATION

06/1983 High School Diploma

Christiana High School - Newark, DE

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