SHANIAH BOWEN
Garland,TX
Summary
Compassionate healthcare support professional with established background in diverse care environments, including direct patient support, administrative duties, and coordination of care services. Skilled in effective communication, patient education, and fostering positive relationships with patients and team members. With demonstrated ability to improve patient satisfaction through personalized support and efficient resolution of concerns. Adept at managing patient care and administrative duties, my tenure at UT Southwestern honed my skills in EPIC and team leadership, significantly enhancing scheduling efficiency. My background merges technical prowess with a strong commitment to maintaining confidentiality and improving customer service, showcasing a proven track record of fostering productivity and compliance.
Overview
2
2
years of professional experience
Work History
Access Services Representative I - CPAS
UT Southwestern
Dallas, TX
09.2024 - Current
- Supports at least one clinic or service line as a first point of contact by answering calls and/or making outbound calls, according to established guidelines.
- Provides exemplary customer service with courtesy and discretion while communicating professionally with patients, patients' families, physicians' office staff, nursing units’ management, ancillary departments, and insurance companies.
- Schedules patient appointments based on clinical protocols regarding services for the designated clinical area, with a high degree of accuracy.
- • Completes detailed and accurate patient demographic and insurance information in the electronic medical record (EMR) system regarding the purpose of the appointment request, clinic visit, symptoms, or diagnosis, and selects the appropriate insurance and payors.
- Follows Managed Care Office guidelines to verify insurances that are currently accepted, and provides resources for patients regarding their insurance coverage.
- • Serves as a liaison for the patient, and works closely with physician offices to obtain referrals for the patient.
- Partners with, and escalates to, the Referral Nurse Team as a resource to ensure the patient receives the right level of care at the appropriate time.
- Documents and routes patient communications appropriately, including escalating according to established guidelines, and directing calls to other departments, as needed.
- Collects clinic-specific medical records needed for all specialty clinic appointments, and releases information requests on the patient's behalf. Sorts received medical records to external record types and scans medical records into the EMR.
- Accurately transcribes external referrals, patient demographics, and clinical information. Into the electronic medical record (EMR) system.
- Answers questions regarding specialty programs and clinics, promotes UT Southw services to callers, and mails pamphlets and other materials to patients.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Scheduled appointments for customers or clients who required access to restricted areas of the building.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
Clinical Staff Assistant
UT Southwestern
06.2023 - 09.2024
- Ensured HIPPA rules and regulations are followed when handling confidential patient information
- Verified customer insurance information and maintained clean customer records
- Provided patients with information regarding insurance coverage and billing
- Mentored incoming new staff and assisted with the creation of team building exercises
- Boosted overall productivity for scheduling appointments/follow-up calls
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Verified insurance eligibility prior to patient visits; processed claims accurately according to established guidelines.
- Assisted administrative departments with paperwork, errands and other clerical duties.
- Ensured that all required paperwork was completed accurately before submitting it to the appropriate department or personnel.
- Monitored inventory levels of medical supplies used in the clinic on a regular basis.
- Coordinated communication between patients and healthcare providers regarding test results or follow up instructions.
- Assisted with patient education materials such as pamphlets, brochures, handouts or videos about various diseases or treatments.
- Managed front desk operations including check-in and check-out processes, scheduling of appointments, answering phones.
- Performed general office duties such as copying documents, sorting mail, ordering supplies or preparing reports.
- Greeted patients upon arrival and checked them in for their appointment; verified insurance coverage and collected co-pays.
- Provided assistance with filing of medical records; maintained confidentiality of protected health information.
Animal Care Attendant
UT Southwestern
10.2022 - 06.2023
- Upheld a high level of sanitization for multiple support areas (storage rooms, restrooms, breakrooms, procedure labs)
- Demonstrated punctuality and ability to work on multiple tasks in a timely manner
- Followed appropriate safety procedures when dealing with lab equipment and animals
- Request, sort, and organized routine supplies to meet area needs
- Assisted with grooming tasks such as bathing, brushing, and nail trimming.
Education
High School Diploma -
Naaman Forest Highschool
Garland, TX06.2016
Some College (No Degree) - Nursing
Midwestern State University
Wichita Falls, TXSkills
- Patient Care
- CNA Training
- Scheduling
- Managerial Experience
- EPIC
- Customer Service
- Medical Records
- Data entry proficiency
- Cross-functional coordination
- Registration management
- Patient check-in
- Patient identity verification
- Insurance company billing
- Registration and admissions
- Medical billing
- Health insurance knowledge
- Privacy regulations knowledge
- Patient feedback management
- Scheduling diagnostic procedures
References
References available upon request.
Timeline
Access Services Representative I - CPAS
UT Southwestern
09.2024 - Current
Clinical Staff Assistant
UT Southwestern
06.2023 - 09.2024
Animal Care Attendant
UT Southwestern
10.2022 - 06.2023
High School Diploma -
Naaman Forest Highschool
Some College (No Degree) - Nursing
Midwestern State University
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