Front Desk Access Rep
Resume:
Tyneshia Thomas
*** **** ****** **** ** Chicago, IL 60657
*********@*****.***
Summary
●Exceptional customer service, communication and interpersonal skills.
●Ability to assume ownership of multiple processes and procedures and act independently in order to maximize the quality and efficiency of operations.
●Strong organizational skills, a high level of attention to detail, and the ability to follow through with assignments to completion with or without supervision.
●Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel; basic level skills in the use of PowerPoint.
●Proficient in the EPIC application.
Rush University Medical Center 2019- present
Clinic Coordinator for Pulmonary Medicine & Critical Care, Palliative Care, RUMG Cancer Center and the South Loop and River North Multi-Specialty clinics
Assist with the training and onboarding process for new clinic coordinators and the refinement of methods and workflow for existing clinic coordinators to improve efficacy and efficiency.
Greet patients at the front desk, check patients in and out of the clinic, schedule testing and follow up appointments, and collect copayments and outstanding balances.
Place reminder calls and collects pertinent information, including insurance information, from patients prior to their appointment date, verify and accurately enter insurance information.
Collect throughout the day, and distribute to the appropriate recipients, incoming faxes including medical records, referrals, and orders.
Order supplies needed for the front desk, staff, and kitchen area.
Address patient calls transferred from the Access Center and nursing staff with alacrity, efficiency, and compassion. Take accurate, clear and concise messages that provide vital information for the clinical staff.
Manage, update, and monitor the doctor’s and fellow’s clinical template.
Assist patients with coordinating transportation to and from clinic visits.
RUMG Specialty Call Center 2019- 2019
Patient Access Rep.
Answer all telephone calls for multiple practices with the goal of accurately scheduling patients within guidelines, taking messages utilizing templates, assessing clinical status and routing clinical inquiries to appropriate clinical or administrative pools and managing patient referrals.
Assess the caller’s needs and respond with critical judgment to ensure the appropriate resolution for the inquiry or issue. Understand when to escalate calls to physician/practice manager, nurse, and/or RUMG Access Center leadership.
Proactively monitor and escalate areas of concern or uncertainty relating to the practice and suggest possible resolutions around access, capacity management, disposition of medical questions, workflows and/or Epic build issues.
Adhere to service specialized workflows for multiple specialty departments. Follow protocols built in Epic and documented practices scheduling requirements.
Maintain a high level of understanding and act as a patient resource for the clinical staff and ancillary services offered.
Exhibit sensitivity to patient health information and follow the guidelines of HPAA.
Work cooperatively in a team environment and support a flexible structure to ensure the success of the RUMG Access Center. Demonstrate adaptability in providing coverage for multiple practices via practice assignment adjustments for unexpected absences, events or call volume variances.
NOGC/ Northwestern OB.GYN Consultants 2015- 2019
Medical Front Desk Receptionist
●Answer phone lines promptly and with a pleasant demeanor.
●Assist patients with scheduling, cancelling, and altering appointments and sending messages to the appropriate doctors.
●Check patients in and out and verify and update their demographics in eclinical works.
●Accurately determine when it is necessary to escalate a call and page a physician.
●Extensive communication with patients to assist with their needs and facilitate communication with their doctors.
CLSMA/ Northwestern Medicine Call Center (Temporary) 2015- 2015
Pre-Services Specialist (temporary position)
●Answer phone lines promptly and in a polite and professional manner.
●Obtain and enter accurate demographic information into EPIC.
●Use sound judgment in handling calls, especially with upset patients.
●Schedule appointments correctly - review appointment date, time, location, and provider name with patient.
●Understanding of when to escalate calls to physicians/practice manager/triage nurse.
●Direct calls to other departments as needed.
●Inform patients of items to bring to appointment.
●Maintain knowledge of procedures and requirements to accurately schedule patients.
A Safe Haven Foundation 2014-2015
State and Federal Certified Affordable Care Act In-Person Counselor
Assist individuals and small businesses with enrollment in health insurance through Illinois’ Health Insurance Marketplace
Maintain expertise in eligibility, enrollment, and program specifications.
Provide information to consumers on available insurance plans in a fair, accurate and impartial manner.
Facilitate selection of a Qualified Health Plan or, when appropriate, a public insurance plan – specific to small business and consumers.
Provide referrals to the Illinois Department of Insurance, or any other appropriate State agency or agencies, for any enrollee with a grievance, complaint, or question regarding their health plan, coverage, or a determination under such plan or coverage.
Provide information in a manner that was culturally and linguistically appropriate to the needs of the population being served by the Illinois Health Insurance Marketplace, including individuals with limited English proficiency, and ensure accessibility and usability of In-Person Counselor tools and functions for individuals with disabilities in accordance with the Americans with Disabilities Act and section 504 of the Rehabilitation Act and recent federal regulations that include guidance on the IPC program.
Complete required state and federal training (both on-line and in-person), maintain certification, and participate in on-going professional development to maintain expertise in eligibility and enrollment policies and procedures.
Maintain regular and effective communication regarding program operations with the Regional Supervisor.
Regularly prepare and submit performance and activity reports to the Regional Supervisor.
NorthShore University Health System 2004-2014
Patient Accounts Specialist (Emergency Room)
●Facilitated the support functions related to reception, patient registration, and financial pre-clearance and insurance eligibility by obtaining and verifying patient demographic and insurance information. Determined payment sources by identifying necessary authorization requirements and resolved insurance issues to ensure maximum reimbursement to the hospital.
●Admitted, transferred and discharged patients in the emergency room and throughout the hospital. Managed the communications between the emergency room, clinical staff and ancillary services to facilitate the flow of patients. Assisted in training new staff on work flows and operational protocols at all four hospitals.
●Accurately collected, analyzed and recorded demographic, insurance/financial, and clinical data from multiple sources, and obtained other information and signatures necessary for scheduling, registration, and billing.
●Screened patients for compliance with payer requirements for medical necessity and pre-certification and completed third-party eligibility and benefit verification to ensure accurate payment is secured.
●Interacted in a patient-centered and compassionate manner to ensure patients and their representatives' needs are met, and that they understand the hospital's operational protocols including revenue cycle expectations and the resolution of personal liabilities through various payment options.
Technical Abilities:
Patient Management and Insurance Verification Systems:
EPIC, ECARE/NEBO,
Education
Truman College
Academic Affiliation
Phi Theta Kappa- Nu Lambda Chapter (Truman)
Psi Beta Honors for Psychology (Truman)
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