Business Service Representative Medical Records

JOANNE CASIANO

Bristol, CT *****, USA +1-860-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Results-oriented Administrative Receptionist holds high level of professionalism and courtesy at all times. Manages high- volume of inbound and outbound customer calls to assist callers with various issues. Always willing to take on any task. Adapts quickly to new needs and policies.

SKILLS

• Calm under pressure • Rapport building • Document and records management

• Reliability • Understanding customer needs • Multitasking

• Problem-solving aptitude • LiveChat messaging • Billing adjustments and refunds

• Team building • Remote office availability • Positive Language Use

• Computer skills • Multitasking and prioritization • Policy adherence

• Professional demeanor

EXPERIENCE

Business Service Representative January 2024 - Current Trinity Health Of New England Farmington, CT, USA

• Documented all call information according to standard operating policies and procedures.

• Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.

• Determined charges for services requested, collected deposits and payments, or arranged for billing.

• Navigated multiple computer systems and utilized search tools to find information.

• Facilitated smooth communication between patients and medical staff to improve care coordination.

• Printed patient forms and reviewed charts to prepare for upcoming appointments.

• Greeted patients and visitors upon arrival, providing welcoming environment.

• Managed front desk operations during busy clinic hours efficiently.

• Filed paperwork and organized charts for easy accessibility by medical staff.

• Conducted patient pre-visit preparations, including reminder calls and verification of information.

• Updated patient medical records with direct intake information and transcribed practitioner messages.

• Managed registration desk by answering telephones and transferring calls to designated department.

• Trained new reception staff in office procedures and patient service standards.

• Collected patient co-pays and processed billing transactions accurately.

• Obtained payments directly from patients or through insurance reimbursement by completing and filing forms.

• Transmitted medical records and correspondence on behalf of patients and practitioners.

• Supported healthcare providers by scheduling diagnostic tests and referrals.

• Coordinated patient admissions through proactive communication with hospital personnel.

• Assisted patients with completing necessary forms and documentation.

• Scheduled appointments for patients using medical office software. Registration Representative May 2023 - August 2023 HCA Healthcare Richmond, VA, USA

• Represented medical data with narrative reports and graphic presentations.

• Prepared for upcoming appointments by pulling case records.

• Identified forms requiring client signature and obtained signatures.

• Provided ongoing support for hospital-based services.

• Maintained confidentiality of data by following strict information security protocols.

• Prepared accurate files by collecting patients' personal and billing information.

• Obtained patient signatures and processed referral and pre-authorization paperwork.

• Keyed in new data from patients, staff and forms with high accuracy.

• Maintained working knowledge of policies and procedures pertaining to registration.

• Ensured compliance with HIPAA regulations while handling sensitive patient information.

• Monitored waiting area, keeping it clean and organized for patients' comfort.

• Resolved minor issues and informed managers of significant visitor complaints.

• Managed appointments for clinical staff, balancing schedules, and avoiding overbooking.

• Avoided errors and delays by maintaining well-organized and current files for registration department.

• Minimized payment issues, verifying insurance credentials and collecting timely payments.

• Updated records in EHR system, carefully protecting patient information and verifying data.

• Assisted with admitting and discharging, coordinating records, and paperwork to carry out smooth processes.

• Assisted clients with questions and completion of forms.

• Scheduled reservations into EPIC information systems. Front Desk Receptionist June 2022 - March 2023

Hartford Gyn Center Bloomfield, CT, USA

• Greeted and attended to patients in person and over the phone

• Professionally assisted doctors, staff, visitors, and patients

• Maintained business inventory such as checking supplies, scheduling equipment, and maintenance repairs

• Answered all phone calls in a professional and courteous manner

• Performed all duties within HIPAA regulations

• Maintained confidentiality of all doctors, staff, and patient information

• Scheduled appointments between doctors and patients

• Liaised between medical departments with discretion and professionalism

• Adhered to policy and procedures during all appointments

• Assisted with admissions/treatment as per agreed protocols

• Ensured that stock levels were adequate, and orders were made in a timely manner

• Communicated medical results to patients under clinical supervision

• Completed accurate documentation of patient visits Dietary Aide June 2020 - June 2022

Monsignor Bojnowski Manor New Britain, CT, USA

Reviewing patients' dietary requirements and preferences and discussing them with Dieticians to develop healthy menus and nutritional care plans

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• Preparing individual dietary menus based on patients' medical conditions, physical health, preferences, and distastes

• Assisting with meal preparation and serving

• Inspecting special diet trays to ensure they comply with the dietary restrictions

• Monitoring patients' eating habits and reporting problems with swallowing, chewing, or loss of appetite

• Counseling and educating patients and their families on proper nutrition Assisting the Cook with determining kitchen supplies and stock for the day, as well as checking and maintaining stock levels

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• Assisting with cleaning duties in the kitchen and dining areas

• Maintaining current knowledge of recent health food trends and cooking techniques Physician Support Specialist December 2014 - December 2019 Evicore Healthcare Plainville, CT, USA

Answer telephone calls in the physician line queue, meeting departmental standards for speed of answer and call volume, in a professional and respectful manner

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• Complete understanding of how to research and resolve any issues pertaining to the pre-certification process This includes knowing when and where to refer callers as needed; and full understanding of the appeals/reconsideration policy

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• Able to communicate professionally with the caller as needed

• Responsible for watching the phone queue, to maintain awareness of when the volume of calls is high

• Educate callers about the Health Plan requirements for pre-authorizations, reconsiderations, and appeals Work with sites, patients, and Physicians offices to investigate and resolve any pre-certification issues and know where to transfer calls when appropriate

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• Responsible for giving professional, courteous, and accurate information to all callers Maintain a working knowledge of all process and procedure changes, CPT coding and updated training materials and use these changes and processes accordingly

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Data Collection Specialist May 2012 - December 2014 Triad Healthcare Plainville, CT, USA

• Prepare source data for computer entry by compiling and sorting information; establishing entry priorities Process customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution

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• Maintain data entry requirements by following data program techniques and procedures Verify entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data

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• Maintain operations by following policies and procedures; reporting needed changes

• Contribute to team effort by accomplishing related results as needed Medical Receptionist/Secretary October 2009 - May 2012 Middlesex Hospital Primary Care Durham, CT, USA

Check patients in and out, verified insurance/benefit coverage and collect co-pays and/or payment toward account balances at the time of service

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Ensured that a new patient information sheet is filled out on all patients annually and that necessary information changes are made at each visit, also maintained the computerized appointment schedule;

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Scheduled appointments and ensured patients receive appointment reminders, hospital procedures and/or surgeries following office protocol;

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Advised medical staff and patients of scheduling changes; and maintained a record of physician schedules and days off to avoid scheduling conflicts

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Assisted in managing the patient referral process and recorded information on logs, ledgers and deposits accurately and neatly, and copies logs and records as needed

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Medical Records Clerk October 2001 - October 2009

Middlesex Hospital Middletown, CT, USA

• Preparing patient charts and gathering information and documents from patients

• Ensuring that the medical records are organized, accurate and complete

• Creating digital copies of paperwork and storing the records electronically

• Filing the paperwork and reports of inpatients quickly and accurately

• Safeguarding patient records and ensuring that everyone complies with the HIPAA standards

• Transferring data into the facility's main system database

• Processing the records for admitting and discharging patients

• Preparing invoices

EDUCATION

Diploma - Medical Billing and Coding June 2009

Branford Hall Career Institute-Southington Campus, Southington, CT High school diploma - General Studies May 1994

New Britain High School, New Britain, CT

PERSONAL INFORMATION

• Willing To Relocate: Anywhere

• Authorized To Work: US for any employer

CERTIFICATIONS

• Food Handler Certification

• Driver's License

LANGUAGE

Native

Spanish

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