Amanda Havel - Patient Access Representative /Precertification Specialist - Lake Health / University Hospitals

Summary

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Empathetic Patient Access Representative known for high productivity and efficiency in task completion. Specialize in patient registration, insurance verification, and appointment scheduling. Excel in communication, problem-solving, and time management skills, ensuring smooth operations within healthcare settings. Commit to delivering exceptional patient service by utilizing soft skills effectively in fast-paced environments. Flexible hard worker ready to learn and contribute to team success. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.

Overview

22

years of professional experience

Work History

Patient Access Representative /Precertification Specialist

Lake Health / University Hospitals

Willoughby, OH

08.2003 - Current

Collected co-pays and other payments from patients at time of service.
Compiled information from patients and caregivers or family members to identify care concerns.
Greeted patients and visitors in a courteous and professional manner.
Maintained confidentiality of all patient information in accordance with HIPAA regulations.
Managed incoming faxes related to patient registration processes.
Assisted with scheduling outpatient appointments.
Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
Processed insurance verifications and authorizations to ensure coverage of services.
Processed patient admissions, registrations, transfers, and discharges according to established procedures.
Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Explained policies, procedures and services to patients.
Reviewed eligibility responses to assess patient benefit level and prepare estimates.
Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
Processed patient responsibility estimate determined by insurance at pre-registration.
Organized and maintained records by updating and obtaining both personal and financial information from patients.
Created new patient accounts in EMR system as needed.
Maintained confidentiality of patient information in compliance with HIPAA regulations.
Obtained informed consent and payment documentation from patients and filed in system.
Stayed current on community-based resources and services useful to patients.
Answered phones promptly in a professional manner.
Guided patients through the completion of consent and other required medical forms.
Assisted in the implementation of new technologies and processes to improve patient access services.
Scanned documents into electronic medical records system.
Screened patients for eligibility for state, local and federal assistance programs.
Verified insurance coverage for services provided by the facility.
Ensured accuracy of all data entered into computer system.
Received patient inquiries or complaints and directed to appropriate medical staff members.
Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
Provided directions and information to patients and families, enhancing their hospital experience.
Instructed patients on policies and required actions for different types of appointments and procedures.
Assembled registration paperwork and placed identification bands on patient.
Reported liabilities and risk management concerns to supervisor for review.
Supported emergency department registration during peak times, ensuring rapid patient processing.
Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
Collaborated with other departments to ensure quality customer service was delivered.
Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
Facilitated patient registration, verifying all required documentation is collected and filed properly.
Communicated financial obligations to patients and collected fees at time of service.
Verified demographics and insurance information to register patients in computer system.
Utilized hospital systems to update patient records, ensuring accuracy and completeness.
Contributed to team meetings, sharing insights and strategies for improving patient access services.
Applied HIPAA privacy and security regulations while handling patient information.
Explained various admission forms and policies, acquiring signatures for consent.
Implemented patient satisfaction surveys to identify areas for improvement.
Verified patients' insurance and payment methods during admissions or check-in processes.
Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
Participated in training sessions to stay updated on healthcare policies and registration software.
Actively participated in team meetings and training sessions.
Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
Obtained necessary signatures for privacy laws and consent for treatment.
Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Provided support and guidance to colleagues to maintain a collaborative work environment.
Prioritized and organized tasks to efficiently accomplish service goals.
Verified insurance eligibility, coverage levels, and benefit parameters prior to submission of precertification requests.
Communicated with patients with compassion while keeping medical information private.
Identified opportunities for improvement within the precertification process and recommended solutions accordingly.
Maintained detailed documentation of all activities related to the precertification process.
Greeted patients, determined purpose of visit and directed to appropriate staff.
Provided follow-up on pending precertification requests to ensure timely processing.
Scheduled tests, lab work or x-rays for patients based on physician orders.
Compiled and submitted precertification requests for review by payers in accordance with established timelines.
Recognized by management for providing exceptional customer service.
Completed day-to-day duties accurately and efficiently.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Customer Service Cashier / Custom Service /Kitchen Prep Cook

Giuseppe's Pizza

Wickliffe, OH

05.2003 - 05.2005

Refilled and rotated items on shelves to maintain well-stocked inventory.
Processed credit card, EBT and gift certificate payments in electronic computer systems.
Built and maintained productive relationships with employees.
Maintained work area and kept cash drawer organized.
Provided excellent customer service by helping customers locate items they were looking for.
Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
Bagged, boxed or gift-wrapped sold merchandise per customer's request.
Greeted customers and responded to informational requests.
Greeted customers and provided friendly customer service.
Addressed customer questions and concerns regarding products and services.
Complied with all health and safety regulations while performing job duties.
Informed customers of in-store promotions or pricing specials.
Answered phone calls to assist customers with questions and orders.
Built loyal clientele through friendly interactions and consistent appreciation.
Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
Verified that all coupons were valid prior to processing them into the system.
Assisted co-workers with tasks as needed to ensure smooth operations of the store.
Collected credit card and cash payments to complete transactions for customer orders.
Prepped vegetables and ingredients by washing, chopping and dicing.
Set up work stations prior to opening to minimize prep time.
Monitored freshness of food products to help reduce spoilage.
Sanitized workstation at end of shift to minimize risk of salmonella and other food-borne illnesses.
Prepared ingredients for meals according to recipes and menus.
Maintained clean and orderly kitchen by regularly washing dishes, sanitizing surfaces, and taking out trash.
Adhered to regulatory standards regarding safe and sanitary food prep.
Completed special orders according to customer dietary needs.
Operated kitchen equipment in alignment with OSHA protocols and manufacturer instructions.
Chopped and diced vegetables and fruits to stock fridge ahead of busy periods.
Stored food in designated containers and storage areas following wrapping labeling dating and rotation procedures.
Cleaned, washed, and cut raw meats, vegetables, fruits, and other food items prior to cooking or serving.
Recognized by management for providing exceptional customer service.
Identified needs of customers promptly and efficiently.
Completed day-to-day duties accurately and efficiently.

Education

High School Diploma -

Wickliffe High School

Wickliffe, OH

05-2004

Skills

Patient identity verification
Registration management
Patient check-in
Statistical data management
Flexible schedule
Work quality evaluation
Strong empathy
Customer service
Registration and admissions
Health insurance knowledge
Appointment scheduling
Insurance verification
HIPAA compliance
Problem-solving
Eligibility determination
Healthcare systems navigation
Policy understanding

Insurance billing
Pre-admission requests
Conflict resolution
Medical terminology
Relationship building
Multitasking and organization
Friendly and outgoing
Team collaboration
Phone and email etiquette
Fee collection
EMR
Payment processing
Scheduling diagnostic procedures
Privacy regulations knowledge
Data entry
Information collection

References

Young Gallo (Friend - Coworker of 23 years) Cell: (216)210-9705
Tiffany Reynolds (Friend of 6 years) Cell: (440)251-1151
Kristi Szabo (Friend of 4 years) Cell: (216)318-9570
Christopher Stefansky (friend of 7 years) Cell: (440)527-1640

Timeline