Angela Mcphail
Bowie,MD
Summary
Organized Patient Service Representative with 25 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Responsible Medical Scheduler with solid experience in supporting patients, families and physicians. Skilled in managing patient information and coordinating and scheduling appointments. Strong organizational and multitasking skills coupled with strong work ethic.
Overview
25
25
years of professional experience
Work History
Patient Service Representative
Kaiser Permanente
09.2017 - Current
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used Health Connect to schedule appointments.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Handled customer service inquiries in person, via telephone and through email.
Licensed Practical Nurse
Heartfields At Bowie
03.2018 - 04.2020
- Cared for wounds, provided treatments, and assisted with procedures.
- Assisted with admissions, appointments, transfers, and discharges.
- Documented accurate and complete patient information to address patient problems and expected outcomes.
- Obtained patient vital signs and input/output measurements from inpatients.
- Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
- Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
- Worked with multidisciplinary team to carry out successful treatment plans for diverse acute and chronic conditions.
- Helped long-term care residents with bathing, dressing, feeding, and other daily living activities.
- Coordinated patient transfers to other facilities.
- Delivered emotional support to patients and families during challenging times.
- Assessed patients' temperature, pulse, and blood pressure and recorded in electronic medical records.
Clinical Assistant
Kaiser Permanente
04.1998 - 08.2015
- Utilized effective communication and active listening skills when interacting with physicians, nursing staff, and patients.
- Assisted patients with basic care needs.
- Collected and documented patient medical information such as blood pressure and weight.
- Reviewed physician's calendar and scheduled patient appointments by telephone and in-person.
- Called and faxed pharmacies to submit prescriptions and refills.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Scheduler
Veterans Affairs Medical Center
04.2011 - 06.2013
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Followed up with patients to reschedule missed appointments.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
- Managed patient flow and triage calls to prioritize patient needs and put efficient use of clinic resources.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Prepared and processed patient referrals and transfer requests.
Education
Associate of Science - General Studies
Prince George's Community College
Upper Marlboro, MD12.2017
No Degree - Nursing
University of The District of Columbia
Washington, DC12.2012
Skills
- Patient Care and Confidentiality
- Insurance Verification
- Coordinate Referrals
- Patient Medical Histories
- Directing Callers
- Appointment Scheduling
- Telephone Triage
- Reliability and Dedication
- Registration Requirements
- Clinic Administration
- Clinical Messaging
- Appointment Confirmation
Timeline
Licensed Practical Nurse
Heartfields At Bowie
03.2018 - 04.2020
Patient Service Representative
Kaiser Permanente
09.2017 - Current
Scheduler
Veterans Affairs Medical Center
04.2011 - 06.2013
Clinical Assistant
Kaiser Permanente
04.1998 - 08.2015
Associate of Science - General Studies
Prince George's Community College
No Degree - Nursing
University of The District of Columbia