Patient Services Representative (EPIC & EHR Expert)

LADONNA HORNE

Tacoma, WA 253-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Compassionate, highly experienced, and dedicated Patient Services Representative (PSR) with a distinguished 24-year career at Valley Medical Center (2002 – August 2026). Proven track record of delivering exceptional patient care, optimizing front-desk workflows, and maintaining high accuracy in medical administration. Expert in navigating complex medical scheduling, insurance verification, and electronic health records (EHR) systems. Recognized for outstanding empathy, cultural competency, and a steadfast commitment to patient advocacy and operational excellence. CORE COMPETENCIES

• Patient Care & Advocacy • Insurance & Copay Verification

• EHR & EPIC Systems • Complex Appointment Scheduling

• Medical Terminology • Front Desk Management

• De-escalation & Problem Solving • HIPAA & Regulatory Compliance

• Data Accuracy & Auditing • Digital Faxing & Document Routing (OpenText RightFax) PROFESSIONAL EXPERIENCE

Patient Services Representative 2002 – August 2026 Valley Medical Center (UW Medicine) – Renton, WA

• Managed high-volume front-desk operations, directing patient flow and ensuring an efficient, welcoming environment for a multi-specialty healthcare facility.

• Performed comprehensive patient check-in and check-out processes, verified demographics, and collected copays and balances accurately.

• Utilized EPIC EHR software to manage complex appointment scheduling, coordinate urgent add-ons, and process medical referrals efficiently.

• Managed high-volume electronic documentation utilizing RightFax, securely routing incoming medical records, physician referrals, and clinical updates directly to patient charts.

• Verified commercial, Medicare, Medicaid, and specialized insurance coverage while ensuring strict compliance with HIPAA privacy standards and hospital policies.

• Triaged incoming calls on multi-line phone systems, routing urgent clinical messages precisely to physicians, nurses, and medical staff.

• Audited registration data regularly to resolve billing errors, consistently achieving high data integrity and minimizing administrative backlogs.

• Welcomed and oriented new administrative staff members, sharing institutional knowledge to support consistent front-office clinic operations.

CERTIFICATIONS & TRAINING

• HIPAA Compliance Certification

• Infection Prevention Training

• De-escalation Training

• HOTLIST Training Certification

• Medical Insurance Verification & Billing Training EDUCATION

General Educational Development (GED) January 2002 Washington State Board for Community and Technical Colleges

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