Angela Ford
Houston,TX
Summary
Dependable Patient Affairs Coordinator recognized for consistency in productivity and attendance while exhibiting a positive attitude in light of challenging situations. Exhibits exemplary work ethic and willingness to learn new processes and techniques which enhance business and team efforts. Professional at all times. Excellent written and verbal communication skills. Demonstrating a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment. Has a positive demeanor and strong multi-tasking abilities. Very strong organization skills and detail-oriented nature Professional handling of exposure to confidential/sensitive information Proficient in computer skills for documentation Strong customer service, phone and scheduling skills
Overview
22
22
years of professional experience
Work History
Patient Financial Services Representative
Houston Behavioral HealthCare Hospital
12.2022 - Current
- Improved patient satisfaction by providing timely and accurate financial information.
- Streamlined billing processes for increased efficiency and accuracy in payment collections.
- Enhanced revenue recovery with diligent follow-up on outstanding accounts and insurance claims.
- Reduced errors in billing, conducting thorough audits of patient accounts and identifying discrepancies.
- Assisted patients in understanding their financial responsibilities, guiding them through available payment options and resources.
- Maintained compliance with industry regulations, ensuring proper handling of sensitive patient data during the billing process.
- Educated patients about their benefits eligibility, helping them make informed decisions regarding their healthcare services.
- Managed high volume of daily tasks while maintaining attention to detail and accuracy in all areas of responsibility.
- Demonstrated adaptability by staying current with changes in healthcare policies and regulations affecting patient financial services operations.
- Negotiated payment arrangements with self-pay patients, offering flexible solutions that aligned with their financial capabilities.
- Responded to customer inquiries and provided detailed account information.
- Entered client details and notes into system for interdepartmental access and review.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
- Worked with customer to create debt repayment plan based on current financial condition.
Administrative Representative II
Houston Methodist
05.2019 - 01.2022
- Coordinates staff schedules, as appropriate, to promote/maintain smooth department operations
- Fully register numerous new patients daily for two departments both XRAY and MRI on different interfaces
- Orients, guides, and mentors team members to help build confidence and competency in skills, knowledge, and abilities for various department tasks
- Serves as preceptor, mentor, and resource to less experienced staff
- Verify insurance coverage and eligibility, balancing daily charges to obtain the most accurate payment due at time of service
- Resolves routine patient billing inquiries and communicates with patient and/or third parties about covered and non-covered charges
- Obtaining authorizations or referrals to ensure financial objectives are met
- Schedule all appointments for XRAY and MRI, in addition to handling add-ons, reschedules, and cancellations appropriately and as per department protocol
- Promotes a positive work environment and leads the team to be dynamic and a focused work unit that actively helps one another to achieve optimal department results
- Identifies/anticipates potential customer problems and resolves visitor and/or patient issues with highest level of customer service, professionalism, and compassion
- Responds promptly to requests by staff, patients, physicians, and other members of the patient care team
- Prepare patients for procedures
- (Explain what is allowed to eat/drink and when, what to wear and escort patient to dressing room)
- Promptly updates needs added daily through the work que
- Communicates openly in a non-judgmental manner and in a professional demeanor, during all interactions with customers
- Interprets and effectively communicates compliance requirements, and insurance guidelines, stipulations, and payment processes, as well as necessary forms and signatures
- Provided exceptional customer service, resolving client inquiries promptly and professionally.
- Managed multiple projects simultaneously, meeting deadlines while maintaining attention to detail and quality of work.
- Maintained strict confidentiality when handling sensitive information, ensuring the privacy of employees and clients alike.
- Played a key role in onboarding new hires, facilitating orientation sessions and providing ongoing support during their transition period.
- Collaborated with various departments to optimize workflow processes, resulting in increased productivity across the organization.
- Handled all incoming calls professionally, directing callers to appropriate personnel or taking detailed messages as needed.
- Served as the primary point-of-contact for clients visiting the office location, welcoming them warmly upon arrival and addressing any questions or concerns they may have had throughout their visit.
- Utilized industry-specific software programs effectively during the completion of everyday tasks, continually staying up-to-date with new features and functionalities.
- Communicated factual and procedural information clearly, orally and in writing.
- Designed and implemented policies and procedures to manage administrative and personnel-related functions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Assisted development and implementation of new administrative procedures.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Developed strategies to streamline and improve office procedures.
- Maintained a clean and organized office environment, contributing to an overall sense of professionalism within the workplace.
- Contributed to a positive work environment by assisting colleagues with various tasks as needed.
Patient Business Representative
Dean’s Professional Services
05.2016 - 05.2019
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity
- Acknowledged customer issues and resolved their problems quickly and efficiently
- Assisted clients in understanding their available options and helped them select the right services plans for their needs
- Collaborated with Department, team or personnel to plan, develop and implement projects, programs or process
- Effectively communicated with other employees and upper management to ensure complete care of customers
- Evaluated the customers' needs and provided service options to meet their requirements
- Fulfilled administrative duties, including completing and filing paperwork, directing a multi-line phone and setting appointments
- Greeted customers and offered them assistance where possible.
- Facilitated prompt resolution of billing disputes, ensuring patient satisfaction and loyalty.
- Collaborated with clinical staff to ensure timely communication with patients regarding appointments and treatment plans.
- Enhanced patient satisfaction by providing efficient and professional customer service.
- Handled high volume of incoming calls professionally, directing inquiries to the appropriate department or individual.
- Ensured compliance with HIPAA regulations through proper handling of sensitive patient information.
- Coordinated referrals and pre-authorizations for specialty care services, improving access to necessary treatments for patients.
- Developed positive relationships with insurance representatives to facilitate accurate claim processing and payment resolution.
- Contributed to practice growth by effectively converting prospective patients into scheduled appointments during phone consultations.
- Managed daily cash reconciliation accurately, ensuring proper accounting practices were followed at all times.
- Processed claims efficiently by staying current on payer requirements and guidelines.
- Provided compassionate support to patients experiencing financial hardship by setting up payment plans or directing them to available assistance programs.
- Proactively addressed potential conflicts between patients'' needs and clinic schedules by consistently monitoring appointment availability and facilitating adjustments as necessary.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Handled customer service inquiries in person, via telephone and through email.
- Built and maintained positive working relationships with patients and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Used Software to schedule appointments.
- Assisted patients in filling out check-in and payment paperwork.
- Balanced deposits and credit card payments each day.
- Developed and implemented customer service policies and procedures.
- Resolved billing inquiries and disputes in timely fashion.
- Investigated insurance claims denials and appeals.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Organized patient records and database to facilitate information storage and retrieval.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Responded to inquiries by directing calls to appropriate personnel.
- Attended industry conferences and workshops regularly to stay informed on best practices within the healthcare administration field.
- Maintained organized filing system for easy retrieval of patient records when needed.
- Reduced billing errors by maintaining accurate and up-to-date patient records.
Front Office Specialist
Texas Children’s Hospital
06.2007 - 12.2015
- Assembled, operated, cleaned and properly stored medical equipment and accessories
- Assisted doctors and other care providers with any tasks that they needed done
- Communicated clearly and effectively with patients regarding their appointments and their health concerns
- Handled prescription information and refills
- Kept in strict compliance with HIPAA standards and all patient confidentiality regulations
- Processed and organized medical billing and insurance information
- Scheduled appointments and dealt with cancellations and scheduling changes
- Recorded all relevant medical data in a charting system
- Performed a variety of administrative tasks for a medical office with over 60 regular patients.
Medical Assistant
Gastroenterology and Liver Associates
10.2001 - 12.2001
- Assisted doctors and other care providers with any tasks that they needed done
- Collaborated with other team members and care providers to assess a patients’ health status and determine a course of action
- Communicated clearly and effectively with patients regarding their appointments and their health concerns
- Educated patients regarding their procedures or treatments
- Handled prescription information and refills
- Kept in strict compliance with HIPAA standards and all patient confidentiality regulations
- Measured patients’ vital signs
- Prepared and checked up on patient examination rooms
- Readied patients to be seen by medical care provider
- Recorded all relevant medical data in a charting system
- Scheduled appointments and dealt with cancellations and scheduling changes
- Assembled, operated, cleaned and properly stored medical equipment and accessories
- Administered basic medical necessities and treatments.
Education
Diploma - Medical Assistant
Education America
Houston, TX07.2001
Diploma - High School
Kashmere HS
Houston, TX05.1997
Skills
- Customer service
- Insurance verification
- Excellent communication abilities
- Issues resolution
- Outstanding people skills
- Documentation and reporting
- Epic Trained
- Muli-tasking and negotiation
- Dependable
- Transcibing X-Ray/MRI orders
- Medical Terminology
- Customer Service
- Filing and Data Archiving
- Conflict Resolution
- Medical Billing Knowledge
- Data Entry Proficiency
- Active Listening
- Effective Communication
- Financial Counseling
- Payment Collection
- Computer Literacy
- Problem Solving Abilities
- Interpersonal Skills
- Empathy and Compassion
- Insurance Verification
- Software Proficiency
- HIPAA Compliance
- Claims Processing
- Professionalism
- Teamwork Orientation
- Patient Registration
- Automated Account Review
- Investigative Research
- Automated Document Scanning
- Paperwork Processing
- Account Monitoring
- Account Investigation
- Financial Documentation
- Payment Processing
- Insurance Company Communication
- Basic Mathematics
- Persuasive Negotiation
- Payment Scheduling
- Payment Solicitation
- Pleasant Telephone Demeanor
- Relationship Building
- Codes Reviewing
- Work Planning and Prioritization
- Debt Repayment Negotiation
- Documentation and Recordkeeping
- Delinquent Account Notification
- Updating Customer Accounts
- Negotiation and Resolution
- Accurate Payment Posting
- Microsoft Office
- Cash Application
- Office Supplies and Inventory
- Letter of Appeal Writing
- Administration and Management
References
- Andy Abad, 832-282-9667
- Sarah Wetcher, 330-284-5902
- Adamma Simon, 210-749-1143
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Timeline
Patient Financial Services Representative
Houston Behavioral HealthCare Hospital
12.2022 - Current
Administrative Representative II
Houston Methodist
05.2019 - 01.2022
Patient Business Representative
Dean’s Professional Services
05.2016 - 05.2019
Front Office Specialist
Texas Children’s Hospital
06.2007 - 12.2015
Medical Assistant
Gastroenterology and Liver Associates
10.2001 - 12.2001
Diploma - Medical Assistant
Education America
Diploma - High School
Kashmere HS