Customer Service Representative

Shirley J. Conway

Lithonia, GA ***** 404-***-**** **********@*****.***

Professional Summary

System-oriented Front Desk Coordinator with outstanding knowledge of patient access representative and financial counselor role and a commitment to the highest-quality customer service. Extremely successful at multitasking and remaining professional over the phone, in person and through email. With the responsible for marketing, advising, and admitting efforts for an assigned program (s). Services may include enrollment services, new student recruitment, community outreach, public information, and program specific promotional events. Eager to bring innovative processes and Leadership to office drive functionality.

Skills Microsoft Office Payment Collection

Medical Records Management Database Administration

Visitor Check-In Skills Account Reconciliation

HIPAA Regulations Financial Services/ Insurance Billing Insurance Knowledge Payment Collection

Patient Scheduling Patient Admission

Patient Information Verification Patient Privacy

Work History

Patient Access Representative, 03/2024 to Current

Piedmont Hospital Eastside-Snellville, GA

**Generated streamlined system of organized patient and client accounts through integrating computer and spreadsheet with greeted visitors and customers upon arrival, helped and answered questions to build rapport and retention. Collected and entered patient demographic and insurance data into computer database to establish patient's medical record. Obtained patient's insurance information and determined eligibility for benefits for specific services rendered. Performed patient scheduling and registration functions to serve as initial contact point for medical office visits. Resolved patient financial problems with guidance from documented guidelines and procedures. Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.

Admission Specialist, 09/2021 to 03/2024

Institute of Medical Ultrasound- Atlanta, GA

**Assisted applicant with admission packet and served as point of contact throughout admission process as with the interview process orientation program and Implementation of admission policies as all application were considered and members selected. consulting, and marketing for clients as well as assisting and admission coordinator with development, recruiting strategies, and implementing duties involving clients. handle multiple clients and their concerns in a coordinated and professional manner.

Front Desk Coordinator/Patient Access Representative, 08/2009 to 09/2021

Emory Decatur Hospital – Decatur, GA

** Generated streamlined system of organized patient and client accounts through integrating computer and spreadsheet with greeted visitors and customers upon arrival, helped and answered questions to build rapport and retention. Collected and entered patient demographic and insurance data into computer database to establish patient's medical record. Obtained patient's insurance information and determined eligibility for benefits for specific services rendered. Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.

Patient Access Representative, 05/2006 to 08/2009

Rockdale Medical Center – Conyers, GA

**Collected and entered patient demographic and insurance data into computer database to establish patient's medical record. Obtained patient's insurance information and determined eligibility for benefits for specific services rendered. Performed patient scheduling and registration functions to serve as initial contact point for medical office visits. Resolved patient financial problems with guidance from documented guidelines and procedures. Identified insurance payment sources and listed payers in proper sequence to establish chain of payment. Helped address client complaints through timely corrective actions and appropriate referrals. Offered simple, clear explanations to help clients and families understand hospital policies and procedures. Received patient deductibles and co-pay amounts and discussed options to satisfy the remainder of patient financial obligations. Explained estimated cost for medical treatment and answered patients question to promote good understanding of proposed services.

Administrative Assistant -Mental Health Specialist, 04/1996 to 05/2006

Palmetto Health Richland– Columbia, SC

**Executed record filing system to improve document organization and management.

Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors. Evaluated patients and implemented comprehensive treatment plans to enhance mental health. Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion. Maintained office supplies inventory by checking stock and ordering new supplies as needed. Handled daily scheduling tasks and provided administrative support for the entire department. Provided clerical support to company employees by copying, faxing, and filing documents. Determined patient financial needs and referred eligible patients to proper county, state, or federal agencies to obtain financial assistance.

Collected and entered patient demographic and insurance data into computer database to establish patient's medical record. Performed patient scheduling and registration functions to serve as initial contact point for medical office visits. Applied administrative knowledge and courtesy to explain procedures and services to patients. Delivered exceptional level of service to each customer by listening to concerns and answering questions. Resolved problems, improved operations, and provided exceptional service. Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.

Education

Diploma: 05/1979

AC Flora High School - Columbia, SC

Certificate: MOA 1994

Beta Technical College - Columbia, SC

Contact this candidate