Patient Access Customer Service
Resume:
Martha Ousley-Harris
*************@*****.***
Summary:
● Capable Patient Access Coordinator with over 5 years of experience working with various hospital and healthcare settings.
● Experienced in handling Inbound/Outbound calls, verifying insurance coverage, benefits, and eligibility for Medicare and Medicaid and maintaining accurate financial records and patient account information.
● Expertise in assisting patients in understanding their coverage, co-pays, and financial responsibilities.
● Skilled in Identifying and resolving outstanding registration, insurance verification, and billing issues flagged in work queues.
● Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
● Well-known with Medicare, Medicaid, and HIPAA guidelines. Utilized EPIC and Citrix System.
● Proficient in MS Office Suite (Word, Excel, PowerPoint) and has data entry skills with typing speed of 50 wpm.
● Local to Milwaukee, WI and can start immediately. Education:
● Associate of Applied Science in Applied Science Business - MATC - Milwaukee, WI - Aug 2024 Skills:
● HIPAA Compliance
● Patient Registration
● Office Support
● Typing Speed 50 WPM
● Revenue Cycle Management
● MS Office Suite
● Medicare/Medicaid
● Queue Management
● Insurance Verification
● Appointment Scheduling
● Payment Processing
● Diagnostic Procedures
● Financial Recordkeeping
● Administrative Experience
● Medical Records
● Microsoft Outlook/Excel
● Epic
● Medical Office Experience
● Medical Terminology
● Sales
● Communication skills
● Office experience
● Word processing
Professional Experience:
Ascension Columbia St. Mary’s Milwaukee-Milwaukee, WI Aug 2023 to Mar 2025 Patient Access Coordinator
● Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
● Verified insurance coverage, benefits, and eligibility for Medicare and Medicaid. Maintain accurate financial records and patient account information.
● Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
● Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
● Enhanced communication between departments by regularly updating patient information and coordinating schedules. Educate patients on co-pays, deductibles, financial assistance, and payment plans.
● Registered patients using EPIC by verifying demographics, insurance, and medical history.
● Greeted and assisted patients with check-in procedures. RHI/R1 Ascension St Joseph Hospital-Milwaukee, WI Mar 2022 to July 2023 Patient Access Service Representative
● Managed patient registration process, confirming data accuracy and completeness. Filed and maintained patient records in accordance with HIPAA regulations.
● Identify and resolve outstanding registration, insurance verification, and billing issues flagged in work queues.
● Verify Medicare, Medicaid, and commercial insurance eligibility and coverage, Assist patients in understanding their coverage, co-pays, and financial responsibilities.
● Monitor and resolve registration issues flagged in EPIC work queues. Educate patients on co-pays, deductibles, financial assistance, and payment plans.
● Provided exceptional customer service to patients, answering questions and addressing concerns.
● Actively participated in team meetings focused on improving workflows and enhancing overall practice performance. Verified patient insurance eligibility and entered patient information into system and Utilized EPIC.
● Resolved customer complaints using established follow-up procedures.
● Processed payments using cash and credit cards, maintaining accurate records of transactions. RHI/Sixteenth Community Health Centers-Chavez-Milwaukee, WI Dec 2020 to Mar 2022 Patient Access Representative
● Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
● Verify Medicare, Medicaid, and commercial insurance eligibility before appointments.
● Monitor and manage appointment queues to optimize patient flow and reduce delays. Maintain accurate financial records and reconciliation of patient accounts.
● Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
● Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
● Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
● Utilize EPIC to register patients, update demographics, and verify insurance.
● Helped address client complaints through timely corrective actions and appropriate referrals. Reason for gap – Seeking Employment.
Argus Technical Services-Milwaukee, WI Feb 2020 to Sep 2020 Press Operator
● Maintained strict adherence to safety protocols, ensuring a safe working environment for all team members.
● Promptly removed completed loads from the press.
● Ensured timely completion of projects by effectively managing workload and communicating progress updates with supervisors or team leaders as needed.
● Fostered a positive work environment by collaborating closely with fellow team members while maintaining a professional attitude and strong work ethic.
● Reviewed completed orders for quality and accuracy. Restocked workstations with supplies to prevent work delays.
Reason for gap – Seeking Employment.
Trinity Evangelical Lutheran Church, U.A.C.-Milwaukee, WI Sep 2012 to May 2018 Administrative Assistant to Director
● Ensured accuracy in all written communications from the Director's office through meticulous proofreading and editing practices.
● Improved communications within the office through timely distribution of meeting agendas and reports.
● Managed incoming and outgoing calls professionally and directed inquiries to the appropriate staff member.
● Sorted and distributed correspondence and shipments as well as input various donations. Wilson Heartcare-Glendale, WI Mar 2012 to July 2013 Medical Administrative Assistant
● Organized paperwork such as charts and reports for office and patient needs.
● Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
● Managed incoming phone calls efficiently, directing callers to appropriate personnel while always providing courteous service. Verified insurance coverage to prepare for upcoming patient appointments.
● Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
● Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance.
● Anticipated supply needs and placed orders proactively, preventing shortages that could disrupt daily clinic operations or compromise patient care quality.
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