Angela Kennedy
Colonial Heights,VA
Summary
Dynamic Patient Service Representative with a proven track record at Appomattox River Medical, excelling in appointment scheduling and insurance verification. Recognized for enhancing patient satisfaction through exceptional customer service and effective communication. Committed to maintaining HIPAA compliance while fostering a welcoming environment, ensuring seamless patient experiences and operational efficiency.
Overview
17
17
years of professional experience
Work History
Patient Service Representative
Appomattox River Medical
Colonial Heights, VA
06.2023 - 11.2025
- Managed patient scheduling and appointment confirmations efficiently.
- Assisted patients with inquiries regarding medical services and insurance coverage.
- Coordinated communication between patients and healthcare providers to enhance service delivery.
- Maintained accurate patient records in electronic health systems to ensure compliance.
Patient Service Representative
Family Vision Care
Colonial Heights, VA
09.2022 - 03.2023
- Streamlined check-in processes to reduce waiting times for patients significantly.
- Provided support during patient intake procedures, ensuring thorough data collection.
- Educated patients on clinic policies, procedures, and available resources effectively.
- Collaborated with team members to resolve patient concerns and improve overall satisfaction.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
Patient Service Representative
Bon Secour OBGYN
Colonial Heights, VA
04.2015 - 09.2022
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Software to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
Patient Service Representative
Appomattox River Medical
Hopewell, VA
05.2009 - 04.2015
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Patient Service Representative
Southside Regional Medical Center
Petersburg, VA
12.2008 - 04.2009
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Education
High School Diploma - General Studies
Petersburg High School
Petersburg, VA06.1983
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Patient intake
- Payment collection
- Scheduling appointments
Timeline
Patient Service Representative
Appomattox River Medical
06.2023 - 11.2025
Patient Service Representative
Family Vision Care
09.2022 - 03.2023
Patient Service Representative
Bon Secour OBGYN
04.2015 - 09.2022
Patient Service Representative
Appomattox River Medical
05.2009 - 04.2015
Patient Service Representative
Southside Regional Medical Center
12.2008 - 04.2009
High School Diploma - General Studies
Petersburg High School