Service Representative Medical Assistant

LaToya M. Hickman

Healthcare Management

*****************@*****.*** • 832-***-****

LinkedIn Profile • Spring, TX

SummA top-performing Healthcare Manager with extensive experience in human resources, team leadership, and strategic planning. Highly skilled in overseeing all facets of daily operations, communicating with patients to facilitate care, treatment, and regulatory compliance. Proven ability in evaluating existing operations, innovating process improvements to optimize workflow, maintain internal controls, and drive business retention. Recognized for delivering solution-focused, holistic care to serve patients and families with care and compassion.ary

SKILLS

Management Eligibility & Benefits

Strategic Planning & Analysis Chart pulling

Patient Care & Treatment Medical insurance Verfying

Healthcare Administration Payment collection

Communication & Education Interpreting physician orders

Charting & Reporting System updates

Regulatory Compliance Complex Problem Solving

Professional Experience

Houston Methodist Hospital, The Woodlands, TX

Practice Lead/Patient Service Representative/Medical Assistant/PRN Clinical Assistant Hospitalist -Present

Facilitated under the supervision of the Director Manager of Operations in the openings of new Primary Groups Clinics.

Assisted patients in filling out check-in and payment paperwork.

Reviewed and corrected claim errors to facilitate smooth processing.

Compiled and reviewed medical charts.

Patient Service representative responsible for communication with patients regarding complaints, treatment planning, and insurance coordination

Explained plans for treatment and payment options.

Generated monthly statements to check outstanding balances.

Used EPIC to schedule appointments.

Educated patients on medicine and at-home healthcare tools.

Provides administrative support to 30+ combined physicians and locum providers including assisting with weekend distribution of all admitted patients, calculating, and recording census for the hospitalist. Responsible for sending out weekend communication to the hospitalist team.

Texas Children’s Pediatrics, The Woodlands, TX

Clinical Lead- Jan 2019-Dec 2021

Completed Title XIX's forms for insurance purposes

Assessed children's developmental progress, specializing in perceptual/sensory motor skills, fine motor skills and activities of daily living.

Updated patients' charts in electronic medical records with encounter information, prescriber notes and orders.

Prescribed medications such as antibiotics and topical ointments for different issues.

Remained knowledgeable in CPT and ICD-10 coding principles, government regulations and third-party billing rules.

Onboarded new temps by entering employee information into systems.

Devised treatment plans for disorders involving cardiovascular, endocrine and other internal systems.

Helped patients obtain advanced treatment by referring to specialists.

Ran successful practice with robust patient load and high satisfaction scores due to quality of care.

Texas Children’s Hospital, The Woodlands, TX

Clinical Lead Supervisor-Aug 2014-Dec 2019

Supported daily operations, customer service, patient assignment, and insurance verifications

Monitored issue resolution to ensure streamlined fulfillment

Attended classes for EPIC upgrades as the superuser to share with clinical staff

Manage organization and the seamless operation of the practice overall by coordinating the schedules of the office employees in EPIC

Ensures that agreed-upon deadlines are met by communicating with program directors, management, master planning, quality, and operations to make required schedule changes

To ensure the prompt and effective completion of the advice products, clients have received coordinated strategic direction and project supervision.

Delivered superior customer service in every interaction and skillfully resolved conflicts.

Forecasted department labor requirements and established accurate budgets to cover expected demands.

Educated workers about proper safety procedures to prevent accidents and injuries.

Led production management as senior supervisory member by offering technical support and guidance to less experienced managers.

Instructed employees on proper cleaning and sanitation of equipment and surfaces.

Deployed corrective actions quickly to maintain strong quality standards and protect consumers.

Chicago State University, Chicago Ill

Administrative Assistant August 2011-May 2014

Devoted to executing innovative requests in a wide range of ways to enhance the department's and organization's reputation

Organizes, coordinates, and implements high-level, operational, and strategic initiatives and procedures, either by highly independent work or by leading work teams

Enabling the achievement of objectives efficiently and promptly

Explored for providing value to my job successes and joined professional groups to help me advance

Forecasting requirements, scheduling spending, developing an annual budget, implementing corrective actions, and assessing variations are all ways to meet financial goals

Administered and called student databases to achieve continuity goals.

Restocked supplies and submitted purchase orders to maintain stock levels.

Executed record filing system to improve document organization and management.

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Maintained company handbook to outline policies and provide insights to company mission and values.

Leveraged accounting software to manage expenses and keep track of finances.

Generated reports and typed letters in Word and prepared PowerPoint presentations.

Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.

Managed relational database to store information for reference, reporting and analysis.

Created presentations to inform, motivate and persuade internal and external audiences.

Changes Home Health Private Duties, Chicago Ill

Supervisor Jan 2007-April 2011

Tracked and prepared quarterly reports to present to leadership.

Identified individual employee's unique work styles and adapted management methods.

Worked with management team to implement proper division of responsibilities.

Prepared, calibrated and monitored production levels to achieve targets.

Interviewed, hired and trained new employees for production positions.

Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.

Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.

Kids Start Pediatrics, Lithia Springs Ga.

Supervisor Sep 2005-Jan 2007

Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

Delegated high volumes of work to empower team, build trust and assist with professional development.

Maintained compliance with company policies, objectives and communication goals.

Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

WellStar Pediatrics, Marietta Ga.

Lead Medical Assistant Jan 2002-Dec 2005

Precepted newly hired medical assistants to train each on office procedures and important tasks.

Met operational targets consistently by guiding and motivating medical assistant team to effectively handling administrative and clinical needs.

Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.

Audited samples and refrigerated medications to verify freshness and remove any expired packages.

Monitored office procedures to correct problems and implement proactive improvements for better patient flow.

Coordinated work of junior staff to keep team performance high and effectively handle needs of Number+ patients per day.

Collected co-payments from patients for visits and completed daily cash deposits to secure funds.

Protected patients and staff from infection risks by routinely cleaning and disinfecting common areas and patient rooms.

Education

Master of Health Leadership

Western Governors University, Salt Lake City, UT, 2021

Bachelor of Science in Health Studies

Chicago State University, Chicago, IL, 2014

Associate of Arts in Health Sciences

Kennedy – King College, Chicago, IL, 2011

Affiliations

Member, Order of the Eastern Star

Volunteer, Madge Buch Transitional for Women and Children

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