Summary
Overview
Work History
Education
Skills
Timeline
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ALICIA EDISON POKU

Summary

Experienced with patient services coordination, ensuring efficient and accurate management of patient schedules and information. Utilizes strong communication and organizational skills to enhance patient satisfaction and office efficiency. Track record of maintaining confidentiality and providing excellent patient service.

Overview

25
25
years of professional experience

Work History

Patient Services Coordinator

Johns Hopkins Surgery Services - Knoll North and Howard County Ambulatory Surgery Centers
05.2024 - Current
  • Managed patient check-in and check-out process, ensuring accuracy of demographic information and insurance verification
  • Scheduled appointments for patients, optimizing provider schedules to maximize efficiency
  • Responded to patient inquiries via phone, email, and in-person, providing exceptional customer service and resolving issues promptly
  • Maintained electronic medical records (EMR) system, accurately documenting patient information and updating records as necessary
  • Assisted patients with completing necessary forms and paperwork, ensuring compliance with regulatory requirements
  • Verified insurance coverage and obtained pre-authorization for procedures or treatments as needed
  • Managed billing processes including collecting co-pays, processing payments, and reconciling accounts receivable
  • Implemented quality improvement initiatives to enhance the patient experience and streamline administrative processes
  • Performed data entry tasks such as entering patient demographics, medical history updates, and test results into the EMR system accurately

Patient Services Representative

Community Radiology Associates
07.2023 - 05.2024
  • Greets and registers patients in a friendly and service-oriented manner
  • Notifies appropriate team member on patient arrival.
  • Obtains proper insurance and patient information, collects signatures and ensures accuracy and completion of necessary documentation
  • Verifies and updates changes in patient, physician, insurance to ensure proper billing
  • Collects and logs all copays and fees Answers and transfer incoming phone calls
  • Schedules, reschedules or cancel new or current patients, confirms appointments and notifies staff of changes when necessary
  • Enters accurate information in the system Pre-registers, submits reports and documents, inputs clinical data as needed for appointment, and requests films as needed
  • Gives patients appropriate orientation for preparatory and safety protocols and provides directions to facilities if needed
  • Responds to patient's minor questions and concerns, and refer to supervisor when necessary, in an expedient manner
  • Maintains awareness of temperature mood of patients in the lobby in order to ensure optimal service experience and curtail any frustrations or communications that could affect the experience of the other patients
  • Communicates delays in appointments in a timely fashion and offers rescheduling in circumstances where delays could be significant Coordinates with the back-office staff for timely and effective care of patients
  • Obtains proper authorization and identification prior to release of confidential medical records
  • Provides management with reports and logs when required

Patient Access Specialist

AstraZeneca Pharmaceuticals
10.2022 - 07.2023
  • Manage day to day activities of patient and health care provider support requests and deliverable across multiple communication channels in a contact center, via phone, fax, chat and email etc
  • Ensure all support requested is captured with the case management system
  • Ensure timely processing and resolution of cases
  • Coordinate all appropriate aspects of patient case management though to completion, using effective interpersonal skills to manage interactions
  • Educate healthcare providers and patients on available access progress, AZIC, Acess360, AZ & ME and INO's Communicate effectively with payers, pharmacies, third party administrators and other departments
  • Perform in-depth research into patients' medication coverage may include benefits investigations, prior authorizations, appeals and available support programs
  • Educate offices on patient support programs and referral process to ensure timely case processing
  • Process incoming cases to the customer support team via Salesforce, telephone and email to ensure courteous, timely and effective resolution of issues regularly communicate case status updates to patient
  • Assume responsibility for reviewing and responding to issues reported to the customer support team via Salesforce, email or phone, including creating cases as necessary
  • Document all support information and actions in the internal case tracking system of Salesforce Resolve customer issues, alone and through collaboration with AstraZeneca internal team and partner support personnel and Medvantx
  • Own the customer experience and drive satisfaction as measured through customer satisfaction survey
  • Collaborate with AstraZeneca customer support SUP, PAN to effectively manage priorities, issues, communication, partner expectations, and progress Provide feedback to management on possible ways to improve product and process Participate and lead team meetings
  • Work with leadership team to develop plans fo networking, utilization of courses available through DEGREED, SABA etc

Patient Service Representative ASC Surgery Center

Shady Grove Fertility
11.2020 - 10.2022
  • Assisted patients in filling out check-in and payment paperwork
  • Managed over 50 patient calls per day
  • Took copayments and compiled daily financial records
  • Used Phressia and NextGen to schedule appointments
  • Balanced deposits and credit card payments each day
  • Reviewed and corrected claim errors to facilitate smooth processing
  • Explained plans for treatment and payment options
  • Generated monthly statements to check outstanding balances
  • Followed document protocols to safeguard confidentiality of patient records
  • Facilitated communication between patients and various departments and staff
  • Applied administrative knowledge and courtesy to explain procedures and services to patients
  • Helped address client complaints through timely corrective actions and appropriate referrals
  • Worked with patients to ascertain issues and make referrals to appropriate specialists
  • Recommended service improvements to minimize recurring patient issues and complaints
  • Checked patients in and out and collected payments Greeted visitors and initiated triage processes for clients to streamline patient flow.

Patient Services Specialist

INOVA Health Systems
03.2017 - 11.2020
  • Provides exceptional customer service Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment
  • Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process
  • Inputted accurate patient insurance, billing and payment information in EPIC
  • Demonstrated exceptional customer service to foster welcoming and professional environment for patients
  • Contacted insurance company to verify patient coverage before visit
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan
  • Verified patient availability during appointment scheduling process to reduce reschedules and cancellations
  • Collected patient co-pay and issued receipt to confirm payment
  • Investigated, triaged and resolved patient issues to encourage positive experience during patient visit
  • Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients
  • Administered billing functions to maintain profitability and meet compliance, quality and productivity standards
  • Assisted patients in filling out check-in and payment paperwork
  • Reviewed and corrected claim errors to facilitate smooth processing
  • Used EPIC to schedule appointments
  • Balanced deposits and credit card payments each day
  • Compiled and reviewed medical charts
  • Explained plans for treatment and payment options.

Front Desk Office Manager

Bethesda Dental Office
12.2014 - 03.2017
  • Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information and maintaining records
  • Managed over 50 patient calls per day
  • Educated patients on dental hygiene, pre-surgical instructions and post-surgical care
  • Explained treatment procedures and instructed patients on home care guidelines
  • Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads
  • Documented patient dental health information, medical history and vital signs for future reference
  • Monitored front areas so that questions could be promptly addressed
  • Improved office operations by automating client correspondence, record tracking and data communications
  • Arranged corporate and office conferences for company employees and guests
  • Organized spaces, materials and catering support for internal and client-focused meetings.

Medical Receptionist

Just In Time Medical Services
04.2013 - 11.2014
  • Excellent customer service/patient care skills Exceptional organization and communication skills
  • Must have the ability to multitask in a fast-paced environment
  • Anticipate and responds to customer needs; follows up until needs are met Performance Improvement/Problem-Solving:
  • Contribute to a positive work environment Demonstrate flexibility and willingness to change Identify opportunities to improve clinical and administrative processes
  • Make appropriate decisions, using sound judgment Provides direct patient care by fitting and instructing DME products to patients pre-operatively, post-operatively, or during a scheduled office visit
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Maintained current and accurate medical records for patients.
  • Educate patients on insurance plans and provisions, financial responsibility, and collection of patient portion
  • Assist staff and physicians in problem solving in regard to type of brace and fitting that best suit the patient and their situation
  • Reports any abnormalities in the claims to the Clinical Director of Operations
  • Responsible for recording the details in the patient's medical record as well as completing all of the necessary documentation in order for the billing department to submit the DME claim to the patient's insurance carrier
  • Interfaces with billing department on issues relating to DME bills, resolves identified problems in a timely manner, reports to Director of Revenue Cycle with any claim issues
  • Adheres to all Federal and State regulations, agency policies and protocols relating to the DME functions
  • Additional duties as assigned by the Clinical Director of Operations to meet department needs.

Medical Receptionist

Dr. Anthony Dunkwu, MD OB-GYN
01.2007 - 03.2013
  • Provide excellent client care and customer service Answer and screen inbound phone calls Manage appointments (scheduling, moving, and canceling appointments) Actively promote the clinic, treatments, services, products, as well as programs, promotions, and/or discounts available
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Maintained current and accurate medical records for patients.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Developed strong relationships with patients, fostering loyalty and trust in the practice's services.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Completed patient referrals to other medical specialists.
  • Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction
  • Accurately complete client transactions Manage multiple responsibilities while maintaining composure, always keeping the clients a priority
  • Perform opening and closing duties of the clinic Laundry service, including washing, drying, and folding sheets and towels or restocking rooms
  • Efficiently provide basic office administrative support tasks, including but not limited to mailing, faxing, sorting, typing and filing
  • Maintain a professional and clean work environment & appearance Maintain complete confidentiality in all guest matters in accordance with company policy Assist with other duties and projects as assigned by management
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Medical Receptionist

Dr. Michael Ivy, MD OB-GYN
06.2000 - 12.2006
  • Greet patients and visitors in a professional manner
  • Schedule patient appointments and answer inquiries about the clinic's services
  • Collect patient information and verify insurance coverage
  • Ensure that all patient records are accurate and up-to-date
  • Maintain a safe and secure environment for patients and staff
  • Coordinate with other departments to ensure efficient patient flow
  • Provide administrative support to the ob/gyn staff
  • Being able to multitask and manage a high-volume workload, and be knowledgeable about medical terminology
  • Appreciate on the job training and mentoring
  • Responsible for scheduling appointments, verifying insurance coverage, collecting payments, and managing patient records, amongst other tasks
  • Ability to travel between the 3 locations in Falls Church, Arlington and Alexandria
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Maintained current and accurate medical records for patients.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
  • Completed patient referrals to other medical specialists.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Streamlined appointment scheduling for improved patient flow and reduced wait times.
  • Supported office staff and operational requirements with administrative tasks.
  • Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.

Education

High School Diploma -

Falls Church High School
Falls Church, VA
06.2000

Skills

  • EPIC Organization Salesforce Empathy
  • ERAD Risk
  • Ability to work under pressure
  • Availity
  • Attention to detail
  • Phreesia
  • Active Listening
  • Next Gen
  • Adaptability
  • Artworks
  • Webex
  • All Scripts
  • Q & A
  • Athena Health
  • Insurance Verification
  • Care Credit
  • Patient Registration
  • Degreed
  • Appointment Scheduling
  • Saba
  • Patient confidentiality
  • Knowledge Article
  • HIPAA Compliance
  • Concur
  • Customer Service
  • Microsoft Teams
  • Eligibility Determination
  • MS Office
  • Patient Education
  • Workday
  • Problem-Solving
  • Nucleus
  • Multitasking and Organization
  • Nice CX One
  • Team Collaboration
  • Effective Communication Skills
  • Team Leadership Critical Thinking & Problem Solving Money Handling

Timeline

Patient Services Coordinator

Johns Hopkins Surgery Services - Knoll North and Howard County Ambulatory Surgery Centers
05.2024 - Current

Patient Services Representative

Community Radiology Associates
07.2023 - 05.2024

Patient Access Specialist

AstraZeneca Pharmaceuticals
10.2022 - 07.2023

Patient Service Representative ASC Surgery Center

Shady Grove Fertility
11.2020 - 10.2022

Patient Services Specialist

INOVA Health Systems
03.2017 - 11.2020

Front Desk Office Manager

Bethesda Dental Office
12.2014 - 03.2017

Medical Receptionist

Just In Time Medical Services
04.2013 - 11.2014

Medical Receptionist

Dr. Anthony Dunkwu, MD OB-GYN
01.2007 - 03.2013

Medical Receptionist

Dr. Michael Ivy, MD OB-GYN
06.2000 - 12.2006

High School Diploma -

Falls Church High School

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ALICIA EDISON POKU