Lead Patient Services & Front Office Specialist

Christina Gallaher

Lead Patient Services Rep

Hollywood, FL +1-865-***-**** *********.*********@*****.*** Professional Summary

Detail-oriented patient services professional with extensive experience in medical front office operations, insurance verification, and scheduling across radiology and specialty clinics. Demonstrated leadership by mentoring and coaching teams of up to 60 in a call center environment. Skilled in EMR systems, payment processing, and delivering high-quality service in fast-paced healthcare settings.

Willing to relocate: Anywhere

Work Experience

Staff Assistant

New Horizons of the Treasure Coast, Inc. Fort Pierce, FL September 2023 to Present

• Performs a wide variety of typing and clerical assignments.

• Running reports and auditing weekly activity for all prevention specialist.

• Consistently completes all typing assignments accurately; final copies have been corrected for spelling, grammar and in an attractive and easy-to-read format.

• Consistently demonstrates thorough knowledge of English grammar, punctuation and composition in the preparation of correspondence, reports and other documents.

• Promptly completes clerical assignments (i.e., photo-copying) as needed and as requested.

• Maintains adequate supply of program forms and other record keeping documents.

• Enters into the electronic data processing system, client data, program policies and procedures and other various data, as required.

• Collects and enters into the computer, various program and client information and data.

• Consistently performs data entry tasks in an efficient, accurate and thorough manner.

• Always exercises care in entering data to prevent incorrect information.

• Always gives accurate attention to detail.

• Answers telephone, takes messages and communicates messages to the appropriate person.

• Always demonstrates good judgment in screening and/or routing calls.

• Always takes accurate telephone messages and relays appropriate information in a timely manner.

• Receives, places and transfers calls in a tactful and professional manner; handles telephone information requests with courtesy, accuracy and respect.

• Opens, sorts, reviews and distributes incoming mail; routes outgoing mail.

• Demonstrates good judgment in reviewing incoming mail; responds appropriately as necessary; forwards mail to appropriate person.

• Maintains strict confidentiality of sensitive material and/or information.

• Routes outgoing mail to proper commitment.

• Shares responsibility for office reception functions.

• Receives, greets and directs visitors, clients and staff; is pleasant and courteous at all times.

• Offers assistance and provides direction to visitors, clients and staff in a concise and informative manner.

• Performs other duties as requested.

• Miscellaneous duties are performed according to instruction. Scheduling/Front desk

Hope Imaging Vero Beach, FL

February 2023 to September 2023

• Assisted with daily front desk operations to ensure smooth patient flow

• Scheduled all radiology testing offered using EMR, optimizing appointment efficiency

• Verified insurance coverage to minimize claim denials and expedite patient processing

• Obtained all prescription orders and lab work needed for testing, ensuring compliance with protocols

• Managed medical records to maintain accurate and up-to-date patient information

• Performed front desk duties including checking in/out, collecting payments, creating documents, and delivering high- quality service

Patient Services Specialist

SOUTHEASTERN RETINA ASSOCIATES Knoxville, TN

October 2018 to January 2023

• Managed medical front office operations, including patient check-in and check-out, to streamline clinic workflow

• Scheduled appointments according to doctor directives, ensuring efficient clinic operations

• Prepared current and future charts for upcoming clinics, supporting provider readiness

• Coordinated outside referral appointments and labs/testing, improving patient care continuity

• Followed up on previously scheduled tests with outside facilities to obtain timely results

• Posted payments received and balanced end-of-day reports to maintain financial accuracy

• Monitored inventory and placed orders for office supplies, ensuring uninterrupted operations

• Researched billing issues and requested corrections to resolve discrepancies

• Updated and verified insurance information to reduce claim errors Lead Patient Services Rep

McKesson Port Saint Lucie, FL

May 2014 to October 2018

• Registered new patients and verified insurance, expediting onboarding for 30-60 daily callers

• Supported Pulmonology, Gastroenterology, Cardiology, Ophthalmology, Endocrinology, Internal Medicine, and Infectious Disease offices daily, enhancing cross-specialty collaboration

• Scheduled new and established patient office visits and procedures, optimizing provider schedules

• Handled inbound calls and routed patients to appropriate departments, improving response times

• Faxed and scanned documents as needed to maintain accurate records

• Completed projects and assignments within deadlines, supporting team objectives

• Collaborated remotely with practice managers to address physician and staff needs

• Assisted a team of 30-60 individuals in a call center, ensuring quality service and doctor satisfaction

• Reviewed weekly OKRs/KPIs to monitor and improve team performance

• Conducted audits to improve accuracy rate and compliance

• Coached and trained team members on real-time errors, enhancing service quality

• Mentored new hires in all phases of training, accelerating onboarding

• Identified areas of opportunity within published client directives to drive process improvement

• Updated attendance and schedule adherence daily to support workforce management

• Analyzed and recommended solutions to correct performance issues, increasing team effectiveness

• Generated reports for team and client interactions to inform decision-making

• Assisted with all duties in a manager role, supporting leadership as needed Patient Care Advocate

Express Scripts Port Saint Lucie, FL

March 2009 to October 2013

• Assisted Medicare Part D recipients with questions regarding prescription drug plan benefit stages, improving member understanding

• Ensured all HIPAA regulations were followed to maintain patient confidentiality

• Explained plans offered and benefits of Express Scripts for new and existing members, supporting informed decision- making

• Specialized in open enrollment, guiding members through plan selection and enrollment processes Education

General Studies (High school or equivalent)

Port St. Lucie High School Port Saint Lucie, FL

Upper secondary education

Skills

Quality control EHR systems Mentoring KPI analysis Private practice experience Ophthalmology Experience Computer operation Administrative experience Medical scheduling Interpersonal communication Windows Medical records Appointment scheduling ICD-10 Medical office experience Research Community care (work setting) Office experience Clinic administrative experience English Relationship management Microsoft Excel Clerical experience Professionalism Google Workspace EMR systems Organizational skills Intelligence experience Attention to detail Computer skills Data collection Cold calling Teamwork EPIC Epic Inventory management Clear verbal communication Data entry Insurance verification Managing patient records Interpersonal skills Administrative experience within healthcare Client inquiry handling Medical receptionist Front desk EMR Systems Phone etiquette Guest relations Customer service Documentation review Writing skills Salesforce Order processing Outbound calling Time management Presentation skills MICROSOFT OFFICE AVAYA Leadership Patient service Availity Microsoft Outlook HIPAA Microsoft Word Patient interaction Multitasking 45 WPM Filing Individual consumer customer service Medical administrative support CISCO SharePoint Medical terminology Call center experience Communication skills Medical Terminology Ophthalmology Records management Training & development Employee relationship building Typing Call center operations Report generation Languages

English

Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

• Microsoft office

• Salesforce

• Send secure

• Outlook

• Verint

• Epic

• Avaya

• Echo

• Type 45 WPM

• Cisco Unified Intelligence Center

• Humanify

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