Service Representative Customer

CLEVETT E. HANSON

**** **** ***** ****** ● Cleveland, Ohio 44110 ● 216-***-****

QUALIFICATIONS

Strong analytical and organizational skills

Excellent communication skills and strong interpersonal rapport H.E.A.R.T Coach

Computer literate: Word, Internet, Epic, Aspect, Radiology scheduling, Syngo, Athena, Sorian, RevSpring, Cisco and EMR

PROFESSIONAL EXPERIENCE

University Hospital 2019 to 2020

Green Road UH Physicians

Medical Receptionist.USHC Overhead

Perform receptionist, scheduling, registration and medical records duties to support practice operations. Schedules, reschedules, follow up on missed and cancels patients appointments. Greet patients, families and visitors. Obtain and updates demographic, billing and third party coverage information.

Review medical records for patient appointments and insert appropriate forms. Copies and fax medical records and prescriptions as needed. Answers and screens incoming telephone calls, take accurate and thorough messages. Sorts, stamps and distributes incoming and prepares outgoing mail. Call patients remind them of there appointment and balances that they owe prior to there appointment. Take copay and TOS reconcile at end of the day.

University Hospital 2019 to 2019

Landerbrook Family Center, Mayfield Heights, Ohio

Medical Receptionist.UHMSO AIM Overhead

Perform receptionist, scheduling, registration and medical records duties to support practice operations. Schedules, reschedules, follow up on missed and cancels patients appointments. Greet patients, families and visitors. Obtain and updates demographic, billing and third party coverage information.

Review medical records for patient appointments and insert appropriate forms. Copies and fax medical records and prescriptions as needed. Answers and screens incoming telephone calls, take accurate and thorough messages. Sorts, stamps and distributes incoming and prepares outgoing mail. Call patients remind them of there appointment and balances that they owe prior to there appointment. Take copays and TOS reconcile at end of the day.

CLEVETT E. HANSON PAGE 2

Cleveland Clinic

Business Operations Center, Independence, Ohio 2018 to 2019 Account Representative II

● Recommends and executes policies and procedures to the supervisor to ensure the timely resolution of patient service and third party reimbursement issues to foster an environment of total customer responsiveness

● Performs customer service, insurance billing and follow-up processes for commercial and government payers, insurance verification, cash application, credit balance resolution and/or account reconciliation

● Provides input to management obtained from various insurance companies, outside agencies and patients regarding reimbursement and customer service related issues

● Recommends and executes changes to customer service programs in accordance with changes in insurance regulations from data obtained from various groups

● Provides feedback to supervisor to assist the department liaison with various departments and physicians in regards to various issues including diagnosis coding. Complies and assists with the implementation of management reporting systems to ensure accurate and timely reporting of department goals and results

● Assists with the development, implementation and execution of a quality control program for the timely and accurate resolution of patient and insurance inquiries

● Other duties as assigned

Cleveland Clinic

Mentor Rehabilitation and Sports Therapy, Mentor, Ohio 2016 to 2018 Patient Service Representative

● First point of contact: greet patients, visit preparation, check- in, insurance verification, management of co-pays and appointment scheduling

● Maintain and update EPIC patient tracking database, ensuring accuracy of all patient billing information.

● Appointment scheduling through Rehab and Sports Therapy questionnaires and all various areas and satellites

● Process referrals, verify C9 forms and make sure BWC are updated prior to appointment

● Maintain log records for all referral authorizations

● Manage staff message requests and assist patients with health assessments

● Work directly and in conjunction with all other departments

● Serve as patient advocate ensuring all processes and procedures adhere to patient rights, responsibilities, privacy practices, and patient consent protocols.

Cleveland Clinic

Stephanie Tubbs Jones Health Center, East Cleveland, Ohio 2013 – 2016 Office Specialist

● Express Care liaison

CLEVETT E. HANSON PAGE 2

● Point of Service: triage patients, insurance verification, management of co-pays, appointment scheduling for various departments, patient and record management

● Process My Chart requests

● Coordinate patient transportation when necessary

● Manage and direct phone encounters

● Work directly and in conjunction with all other departments

● Maintain company standards of quality and patient experience Cleveland Clinic

Neurological Institute at the Mellen Center, Cleveland, Ohio 2005 – 2013 Patient Service Representative

● Point of Service: visit preparation, insurance verification, management of co-pays, appointment scheduling for various departments, patient and record management

● Appointment scheduling through Neurological and Radiology questionnaires and all various areas and satellites

● Process My Chart requests

● Manage Intranet web appointment requests

● Manage and direct phone encounters

● Work directly and in conjunction with all other departments EDUCATION AND ONGOING DEVELOPMENT

Collinwood High School, Cleveland, Ohio

Medical Terminology, CCF 1993

PROFESSIONAL RECOGNITION

Various Caregiver Awards

Nominee of Caregiver Celebrations

Contact this candidate