Patient Services Specialist

Melinda Richter Reeves

**** ** **** **, *** #****, Texas City, Texas 77591

Phone: 409-***-**** Email: ***************@*****.*** or ********@****.***

Stellar performance in "WOW" customer service both internally and externally with exceptional skills as a recruiter and trainer. Innovative, forward-thinking, progressive “Change Agent." Adept at improving office functionality with additional expertise as follows:

Time Management

Records Management

Scheduling

Decision making

Prioritization

Conflict Resolution

Detail oriented

Report and document preparation

Records management

Inventory management

Facilities management

Space management

Quality & Performance Improvement

Personnel Development and Communications

Customer Relationship Management

Cultural Change Management

PROFESSIONAL EXPERIENCE:

HealthCare Systems Staffing, Galveston, TX October 2021 - Present Patient Services Specialist

Provide high level customer service in all interactions with internal and external customers.

Provide direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.

Answer calls accurately and with exceptional customer service at all times.

Ensures caller’s needs are met and accurate information is obtained.

Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety. Completes telephone encounter process if appropriate.

Act as patient advocate and liaisons with various departments to meet mutual goals.

Maintain patient confidentiality regarding access to patient and other clinical information via email, computer, fax and mail

Address concerns of patients, provide service recovery, and escalates issues as needed.

Apply the policies of the clinical entity to schedule appointments.

Coordinate financial counseling for day surgery and

Complete reminder calls to patients for scheduled appointments.

Educate patient/responsible parties regarding billing process and any additional financial responsibilities including third party benefits information.

Provid out of pocket cost estimates to patients and counsel patients about unpaid bills.

Obtain future appointments at time of service for clinic follow-up, referrals, and ancillary services.

Arrive patients and prepare paperwork/chart for visit.

Appropriately receipt all monies collected, tokens distributed, and deferments authorized.

Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounter.

Obtain and document information required for third party reimbursement and ensure compliance with Medicare and third party coverage.

Communicate with patient, referral source, UTMB physician and clinical staff regarding any obstacle to access or authorization.

Fully dispositions each patient within the designated timeline.

Galveston County DA’s Office Galveston, TX March 2017 – May 2021 Administrative Assistant

Responsibilities: Perform word processing duties for preparation of memoranda, letters, departmental procedures, agendas, resolutions, Maintains the departmental calendars. Responds to inquiries from the public in person and by telephone. Answers telephones: provides information and assistance, takes messages or forwards to appropriate personnel; greets and assists visitors. Inventory upkeep and ordering of supplies as necessary. Prepare and file petitions. Coordinate with local law enforcement agencies regarding service of documents. Draft orders for statutory hearings and final orders, as necessary. Develops and prepares a variety of reports as requested or required. Maintains files and records for the department. Prepares monthly reports of case filings and dispositions. Create and file criminal court cases. Coordinates with court coordinator on case settings. Pull daily court dockets. Receive and review business records and redact and file as directed. Responsible for creating, filing, and assigning to court prosecutors daily. Responsible for running criminal background checks (TLETS) through the Texas Law Enforcement telecommunications systems for all defendants and new interns. Coordinate with personnel on all matters handled by the DA’s office. Coordinate all documentation to Victims’ Assistant coordinator on complaining witnesses. Performs related work as assigned.

Galveston County Justice Administration, Galveston, TX June 2015 – March 2017 Collections Clerk

Responsibilities: Generates and mails pre-trial court notices. Enter offender payment plan data into software collections database(s) and keep data current and up to date. Has a working knowledge of collection rules, regulations, policies and procedures, and maintains strict adherence to all applicable rules and regulations. Prints daily reports of delinquent cases and ensures telephone contact with defendant for payment. Prints and mails collection demand letters. Interviewed defendants for eligibility for payment agreements and, if approved, inputs payment schedules. Answer telephone and greets visitors, provides information and assistance, and directs to appropriate personnel. Processes returned mail, interviews defendants on misdemeanor jail docket and sets up payment agreements. Able to report regularly for work and be on time. Responsible for cash payments. Performs other duties as assigned by supervisor.

Heart to Heart Hospice, Houston, TX April 2014 – June 2015 Volunteer Coordinator

Responsibilities: Recruitment and retention of volunteers and Liaison between hospice and families. Public relations with the community, ensured compliance with local, state, and federal laws relating to utilizing volunteers, coordinated with the Interdisciplinary Team (doctors, social workers, volunteers, chaplain, nurses, volunteer, CAN’s) to develop care plans for patients on a weekly basis. Provided volunteer training and maintained volunteer employee files, performed employee evaluations, investigated complaints, conducted background checks on new hires.

Texas Home Health, Galveston, TX October 2004 – April 2014 HR Supervisor / PHC Field Staffing Supervisor & Intake Liaison Responsibilities: Confirmed/obtained eligibility benefits, pre-certifications, and authorizations with insurance carriers as well as with Medicaid/Medicare for patients prior to receiving skilled and home health services. Data entry on all patient demographics upon intake process, documentation of all correspondences related to patient’s care until admitted on to service with the agency. Appointment scheduling and answering incoming calls from patients and healthcare providers. Assisted in obtaining referrals and orders from physicians and collaborating with facility case management for services. Maintained chart audits, performed employee evaluations, investigated complaints, conducted background checks on new hires. Coordinated with the Texas of Aging and Disability Services regarding the authorization of service, client’s admission to agency, and any requests clients may have regarding questions about approved service. Assessed client’s functional status and took necessary action to ensure client’s well-being. Promoted, reviewed, and evaluated the quality and appropriateness of client care practices. Ensured services were delivered in full compliance with the DADS/Contractor/HMO regulations, contract standards, and agency policy and procedures. My leadership role required me to function independently and participate in the back-up supervisory casework both in giving and receiving new client's, recruits, interviews, hires, trainings, supervisions, evaluations, and terminations (if needed) to ensure qualified attendants could provide proper services to clients. Conducted initial visits to each client’s home with the attendant on or before initiation of service for the purpose of developing a plan of care, orientation, and the placement and hiring the attendant. Assisted in the billing process and financial functions as needed. Completed all paperwork belonging in client charts, employee files, and payroll log. Reviewed on- going evaluation of performance on attendants, and actively researched referral sources. Established a public relations program for interpretation of the agency’s services and fostered good working relationships with physicians and community agencies. Responsible in assisting with all office functions and processes including clerical, personnel, medical records, and office machine. Displayed commitment, demonstrated professional growth, and competencies in this leadership role with the agency by staying current with the changes in provider services regulations. Promoted agency philosophy and mission by presenting a positive image to internal and external customers. Supervised over 300 staff members, investigated complaints, conducted background checks on new hires, and all other duties and special projects as assigned.

SKILLS:

• Epic

• Kronos

• Onesource Passport

• Availity

• Texas Law Enforcement

Telecommunications Systems (TLETS)

• Supervision

• Employee Relations

• Public Relations

• Microsoft Office Applications OpCenter

• JMS and RMS

• Interdepartmental Coordination

• Genetec

• Data Entry

• Kinnser Software / Medical Terminology

• Windows / Mac OS

• Communications

EDUCATION, CERTIFICATIONS & CONTINUING PROFESSIONAL EXPERIENCE:

• Master of Arts in Christian Counseling

• High School Diploma

REFERENCES:. Furnish upon request.

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