Patient-focused Receptionist with over 3 years of experience working in a busy medical office and emergency medicine, working with diverse populations. Dedicated call center customer service representative focused on bettering a customer's experience, with over 6 years of helping customers. Skill Highlights
• Strong medical ethic
• Problem resolution ability
• Alphabetical/numerical filing mastery
• Chart preparation/filing aptness
• Entering consults
• Paging on call providers
• Obtaining Insurance information and collecting co-pays.
• Verifying patient’s demographics
• Scheduling new patient appointments, procedures, and follow-up appointments
• Submitting new referrals and checking the status of previous referrals
• Nurses station clerk experience
• Meets and exceeds productivity goals
• Resolves issues quickly
• Critical thinker
• Service and Support
Documented patient information obtained from admitting process. Documenting customer’s accounts each interaction.
Educated patients in regards to office policies, billing procedure steps.
Educated customers on what to expect
Ensured quality control through admissions, assessment, treatment, and referral for a broad range of patients.
Provided support to patients and patients families suffering from trauma, respiratory failure, and drug overdoses.
Ensured charting accuracy through precise documentation.
Delivered compassionate care that exceeded hospital requirements.
Successfully provided quality care hundreds of patients in St Josephs Family Physicians and Upstate University Hospital.
Upstate University Hospital 09/2016 – 03/2017
Patient Access Representative, Registration, Admitting and Nursing Station Clerk
Assisted Physicians by placing consults for patients who suffered from trauma, stroke and many other patients who needed a higher level of care. Answering phones and directing them to the correct department. Printing patient labels and stickers for labs that needed to be sent and setting off and documenting all trauma codes. Signing patients into our track board to be seen. Registering all patients, verifying and updating their demographics, collecting multiple types if insurance information such as health coverage, worker’s compensation and third party as in motor vehicles and others and obtaining co-pays. Ensuring all patients sign all necessary forms i.e. consent to treat, HIPAA, access to medical records and forms if the patient was being admitted or in the observation status. Admitting process was also one of my responsibilities. Answering incoming calls from the other floors in the hospital who had patients coming in to be admitted from home or other facilities. I would reserve the bed and room, receive faxes from the transferring facility containing patient’s information, updating the information or inputting the patient into the EMR for the first time creating a new MRN, scan the information received and uploading it to their account and putting the paper work aside to keep in the patient’s medical record. Very fast paced, busy environment. Working in both the adult and pediatric emergency department.
Comforce Temp Agency 08/2015-11/2015
Patient Access Representative
This was a temp agency that placed me at the Syracuse Community Health Center. I was responsible for checking patients in and out for appointments. Other duties included were copying all paper work brought in from the patients and keeping a copy for our records and one for the physician to complete and to log all paperwork into a spread sheet, opening and sorting mail by physicians, updating demographics and running their current health insurance. I was responsible to call all patients where there was a scheduling error and rescheduling their appointments, sending messages to the providers and handling prescription refills.
CPS Professionals 06/2015-08/2015
Placed at the Upstate University Hospital call center. Inbound calls from patients to schedule appointments and from patient’s family members to see where they were admitted and connect the calls to the floor the patients were on. Handled calls from multiple Upstate providers to submit a referral by phone or faxes, entering chartmaxx the updates of when the referral was received, if we got an appointment and the date time location and provider they would be seeing. Calling insurance providers and confirming if they needed a prior authorization dealing with medical diagnosis codes and mailing out any pre appointment information that needed to be completed and sometimes calling the referring provider to fax over their health records. The system we used was EPIC. We handled many calls for pre-registration and central appointments and connecting patients to the correct departments. I was also assigned to work on anything that needed corrections in the work que.
St Joseph’s Family Physicians 06/2014-03/2015
Checking patients in and out for appointments and scheduling follow up appointment. Verifying demographics, entering insurance information, collecting co-pays when applicable, pulling medical charts, directing patients to correct locations, checking on statuses of referrals, answering phones and entering messages into the system for the provider and their teams, signing for and sorting mail and packages. Scheduling meetings with the pharmaceutical reps, printing encounter forms.
Sutherland Global Services 12/2013-06/2014
Customer Service Representative.
Helping customers with their cell phone accounts via inbound chat support service. Assisting with any billing questions or issues, adding an additional line or updating equipment and account information and showing customers how to use our online services.
Medical Answering Services LLC 08/2011-04/2013
Customer Service Representative
Answering inbound calls to schedule Medicaid enrollee’s transportation to and from medical appointments. Confirming availability with vendors to ensure they can accommodate and faxing over paperwork both the vendor and medical facilities require.
Sutherland Global Services 02/2009-03/2011
Answering inbound assist with billing, transferring services to, making changes to accounts. Selling bundled packages with TV, internet, home phone, cell phone service or upsell current products.
Education and Training
Sydney Johnson Center 2008