Alisha N Williams
Baltimore,MD
Summary
- Experienced professional with over ten years of customer service, and five years of Supervisory/Management experience.
- Ability to supervise front end operations effectively
- Ability to process information/merchandise through computer system and register system
- Ability to provide outstanding customer service
- Ability to maintain a fair, consistent set of standards as they apply to work force
- Ability to adjust priorities and manage time wisely in a fast-paced environment
- Ability to communicate with associates and customers
- Ability to read, count, and write to accurately complete all documentation
- Ability to operate all equipment necessary to perform the job
Healthcare professional with robust background in patient access services, delivering efficient and compassionate support. Known for fostering collaborative environment and achieving consistent results. Expertise in patient registration, insurance verification, and problem-solving, with reliable and adaptable approach.
Experienced with patient registration, insurance verification, and managing patient inquiries. Uses effective communication to ensure seamless patient interactions and adherence to healthcare protocols. Track record of enhancing patient satisfaction through efficient and compassionate service.
Overview
13
13
years of professional experience
Work History
Patient Access Specialist II
University of Maryland Faculty Physicians Ortho
Baltimore, Maryland
08.2020 - Current
- Responds to a high volume of appointment requests, including telephone calls, emails, and other electronic messages, for scheduling of appropriate medical exams, procedures, and tests with and without demographic collection and insurance registration
- Schedules patient appointments and reminds patients of necessary items to bring including their referral and medications
- Demonstrates knowledge of provider scheduling protocols, and template guardrails, and communicates patient instructions as part of practice pre-visit activities, including insurance requirements and what to bring to the appointment
- Documents complete and clear messages and distributes messages regarding clinical questions and escalation messages promptly and appropriately to ensure technicians, nurses, nurse practitioners, and physicians have appropriate information for response
- Handles inquiries about insurances accepted, office hours, services, locations, exam fees, doctor information, etc
- Accepts, documents, and schedules appointments based on referrals from social workers, discharge planners, physicians, and physicians' offices
- Documents referral information (payer, date, reason for visit, other insurance information) in the appropriate system for verification and follow-up
- Demonstrates a working knowledge of the revenue cycle as it relates to patient encounters and obtaining/verifying patient demographic, contact, and insurance information in order to receive payment for services rendered
- Maintains patient confidentiality at all times
- Cooperates and communicates with all departments
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
Patient Access Specialist I
University of Maryland Faculty Physicians Radiology
Baltimore, Maryland
07.2019 - 08.2020
- Responds to a high volume of appointment requests, including telephone calls, emails, and other electronic messages, for scheduling of appropriate medical exams, procedures, and tests with and without demographic collection and insurance registration
- Maintains patient confidentiality at all times
- Cooperates and communicates with all departments
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Collected and validated patient demographics and insurance information.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
Administrative Assistant
Medstar Union Memorial Pain Management
Baltimore, Maryland
11.2018 - 02.2019
- Assists with maintaining the supply
- Closely monitors patients flow, wait times and patient comfort levels in the reception area
- Collaborates with back office staff in support of optimum patient flow
- Collect patient monies; inputs charges into the system where applicable
- Contributes to the achievements of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards
- Complies with governmental and accreditation regulations
- Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy and adheres to MedStar Code of Conduct and Compliance plan
- Call patients the night before to confirm visit arrival, co-payments and referral required for the visit
- Review and work incoming faxes each day (countertop and Med Connect Fax Que)
- Responsible for posting patient procedures
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Patient Service Coordinator
Medstar Franklin Square Pediatrics Clinic
Baltimore, Maryland
08.2017 - 11.2018
- Assists with maintaining the supply inventory
- Closely monitors patients flow, wait times and patient comfort levels in the reception area
- Collaborates with back office staff in support of optimum patient flow
- Collects patient monies; inputs charges into the system where applicable
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards
- Complies with governmental and accreditation regulations
- Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy and adheres to MedStar Health Code of Conduct and Compliance plan
- Exceeds patient expectations by greeting them, assisting when needed and communicating approximate wait time
- Manages the financial aspects of the front office, including credit card transactions, receipts, cash and checks; logs and reconciles all patient monies in accordance with policy
- Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance and explains patient responsibility to patients; collects copayment prior to care
- Manages the patient discharge process which may include issuing discharge paperwork and prescription slips
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
Operations and Support Service
University of Maryland Medical Center
Baltimore, Maryland
06.2012 - 07.2017
- Responsible for providing 24/7 communication support to patients care staff, and patient support programs, facility building infrastructure, specified alarm management and emergency responses
- Ability to communicate direction for calls received from personnel, visitors, vendors and contractors, connecting them to the appropriate person and/or support service group
- Responsible for utilizing standard operational procedures, and escalation process as designated for each support group
- Provide service request communication for various patient care and safety support group
- Receive, prioritize and log incoming requests for service during emergent and non-emergent scenarios
- Transmit requests via multi-line telephone console, multi-channel dispatch computer system various alarm systems/ panel (fire alarm system, kinder guard, elevator, entrapment system, security access system's oxygen, medical air and nitrogen) etc
- Process and maintain customer service requests/patient care support group's data in various, computer systems (work order data system patient care food /medication data system), etc advise service request status to customer and support service group
- Maintain logs of all emergency call
- Records data time, caller and operator responsible for activating emergency call protocol
- Performs data entry of changes in department numbers, pager numbers, and medical and surgical schedule into AMCOM according to departmental procedure
- Uses AMCOM to query patient information and provides information according to departmental procedures and HIPAA guidelines
- Perform daily test pages according to departmental policy and procedure
- Communicate critical infrastructure, maintenance, security and safety issues to appropriate leadership with service status updates and reports
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Bachelor of Arts - Music Education with a concentration in Communications
Florida Memorial University
Miami Florida04.2010
Skills
- Medical terminology
- Front desk operations
- HIPAA compliance
- Appointment scheduling
- Professionalism and ethics
- Exceptional communication
- Patient scheduling
- Insurance verification
- Patient registration
- Performance standards compliance
Affiliations
- Zeta Phi Beta Sorority Inc.
Timeline
Patient Access Specialist II
University of Maryland Faculty Physicians Ortho
08.2020 - Current
Patient Access Specialist I
University of Maryland Faculty Physicians Radiology
07.2019 - 08.2020
Administrative Assistant
Medstar Union Memorial Pain Management
11.2018 - 02.2019
Patient Service Coordinator
Medstar Franklin Square Pediatrics Clinic
08.2017 - 11.2018
Operations and Support Service
University of Maryland Medical Center
06.2012 - 07.2017
Bachelor of Arts - Music Education with a concentration in Communications
Florida Memorial University
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