Patient Representative Remote Customer

Lesley Halley

***** ****** ******* ****** ****, AR 72211 501-***-**** ********@*****.***

Summary

Tenacious, charismatic healthcare professional desiring to secure a position in customer service that: offers a sense of accomplishment, encourages new skills and methodologies, and offers opportunities for advancement.

Qualifications

–Outstanding time management and organizational skills

–Independent, self-driven requiring minimal direction

–Flexible and capable of managing changing priorities

–Experience organizing and facilitating meetings/presentations

–Effective written communication skills, with the ability to develop written correspondence, policies, procedures, and protocols

–Effective verbal communication skills, with demonstrated ability to negotiate and resolve conflict and produce solutions

–Escalation Resolution

–Ability to work independently or with a team

–Extensive knowledge using Word, Excel, and Access

–Ability to organize workflow for maximum efficiency

–Medical billing, coding, and collections

Experience

Patient Representative, UAMS

10/2018 – present

Little Rock, AR

–Ensure accuracy and integrity of UAMS legal medical records

–Utilize electronic health records in accordance with regulatory guidelines and hospital policy

–Research and resolve insurance, patient, and interdepartmental inquiries

–Verify medical insurance coverage and obtain authorizations for admissions/procedures

–Resolves member and provider escalations via telephone and written correspondence in a timely and appropriate manner

–Collaborate with billing department by researching, identifying, and resolving discrepancies that hinder claim payment or result in denials

–References current materials and systems to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters

–Participates in committees and carries out special projects or detailed account research as needed or requested by leadership

–Prepares and tracks outbound correspondence

–Participates in scheduled meetings with UAMS Department Administrators

–General administrative office support

–Pre-registration

–Works with internal and external partners on cross-functional issues and help identify systematic problems

–Answers incoming escalation calls and make outbound calls to patients and providers

Registered Medical Assistant, UAMS

02/2017 – 10/2018

Little Rock, AR

–Created and implemented clinical workflow for medical assistants with minimal assistance or supervision

–Assists faculty with training of new employees (Epic, vitals, simple procedures)

–Assisted physicians with patient care, procedures, and examinations

–Verified, entered, and maintained patient medical documentation via Epic

–General administrative office support

–Worked with clinic staff to ensure phone and front desk coverage and other duties as assigned by the clinic manager

–Obtained and recorded accurate and reliable data and interpreted results

–Collected and prepared samples/specimens

–Adhered to procedures, policies and health/safety guidelines

Remote Customer Service Supervisor, Frontline Call Center 06/2012 – 02/2017

Orcas, WA

–Train new hires (payment arrangements, electronic troubleshooting)

–Coach/audit employees concerning work performances and meeting daily metrics

–Create training environments via Skype

–Collaborate with HR regarding new hires pay rates, schedules, and any special requests/accommodations

–Monitor and resolve collections of past due invoices

–General administrative office support

–Compile and evaluate weekly, monthly and quarterly labor productivity, cash collections, and billing reports

–Collects documents for employees and maintains multiple department spreadsheets and databases.

–Assists faculty with onboarding/training of new employees

*references are available upon request

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