Angelia Armstrong
Clarksville,TN
Summary
Dynamic Patient Service Specialist with extensive experience at Vanderbilt Medical Center, excelling in patient scheduling and insurance verification. Proven ability to enhance patient satisfaction through exceptional customer service and effective communication. Skilled in HIPAA compliance and conflict resolution, ensuring confidentiality and streamlined care delivery in fast-paced healthcare environments.
Overview
7
7
years of professional experience
Work History
Patient Service Specialist
Vanderbilt Medical Center
Nashville, Tennessee
01.2023 - Current
- Scheduled patient appointments and maintained accurate records in electronic system.
- Assisted patients with insurance verification and benefit inquiries.
- Provided exceptional customer service to enhance patient experience and satisfaction.
- Coordinated communication between patients and medical staff for timely care delivery.
- Managed incoming calls, directing inquiries to appropriate departments for resolution.
- Collected and updated patient information while ensuring confidentiality standards.
- Educated patients on clinic services, procedures, and payment options clearly.
- Collaborated with multidisciplinary teams to streamline patient intake processes effectively.
- Performed administrative tasks such as filing, faxing documents, copying materials, and other clerical duties as needed.
- Processed payments from patients, including cash, check, or credit card transactions.
- Maintained strict confidentiality when dealing with sensitive information.
- Verified patient coverage prior to appointment scheduling.
- Applied HIPAA privacy and security regulations while handling patient information.
Front Desk Receptionist
Legacy Health Care
Nashville, TN
10.2019 - Current
- Cleaned and organized lobby and reception areas to maximize guest comfort.
- Handled incoming and outgoing phone calls and routed callers to appropriate personnel.
- Prepared conference rooms and common areas for meetings and appointments.
- Received, organized and distributed company mail and important documents.
- Provided guests with company information and addressed questions and complaints.
- Updated customer contact and appointment information in company computer system.
- Performed copying, faxing and printing tasks to organize and distribute important documents.
- Trained new employees regarding office processes and meeting guest needs.
- Answered telephone calls to provide information, take messages and set up appointments.
- Communicated with all levels of personnel to resolve problems and support daily functions.
- Supported office workflow by providing skilled clerical assistance.
ER Admissions Clerk
Vanderbilt University Medical Hospital
Nashville, TN
01.2019 - 12.2021
- Coordinated with other practitioners on behalf of patients to transfer paperwork, set up tests and arrange specialist referrals.
- Moved patients through registration process and prepared for clinical staff, maximizing patient flow.
- Completed and processed insurance documentation and other claim forms.
- Compiled complete patient record with admission, transfer and discharge information.
- Safeguarded confidentiality of patient information by consistently following patient protection standards.
- Scanned reports, patient consent forms and chart forms into patient record.
- Admitted patients, recorded assigned room and printed patient labels on admission to hospital.
- Calmed anxious patients by explaining upcoming procedures and answering questions.
- Handled credits and collections, preparing and sending financial statements or bills and keeping financial records.
- Issued intake and new patient forms, office policies and legally-required documents.
- Triaged and routed phone calls, took messages and followed-up to verify receipt of critical information.
- Explained fees and patient financial responsibility, and informed patients of existing balance due.
- Interacted with insurers to verify coverage and collect payments.
- Maintained general filing system and files electronically or manually according to type.
Care Assistant
Legacy Health Care (The Next Door)
- Maintained case notes to document resident progress and condition.
- Recorded patient vital signs and reported significant changes.
- Offered mental and emotional support to patients.
- Worked under RN supervision to support resident care plans.
- Reported unusual incidents to supervisors for review.
- Updated patient medical records in charts and databases.
Education
Associate of Science - Health Administration
Northeast MS Community College
Booneville, MS05.2002
High School Diploma - College Preparatory
Belmont High
Belmont, MS05.1996
Skills
- Co-payment collection
- Patient service management
- Phone reception
- Answer telephones
- Appointment setting
- Patient reception management
- Medical charting
- Clerical support
- Clinical support
- Insurance verification
- Patient scheduling
- HIPAA compliance
- Electronic recordkeeping
- Medical billing
- Customer service
- Electronic record management
- Patient intake processing
- Medical billing procedures
- Customer relationship management
- Conflict resolution
- Effective communication
- Time management
- Problem solving
- Emotional intelligence
- Professionalism and ethics
- Appointment scheduling
- Patient confidentiality
- Healthcare systems
- Intake assessment
Professional References
- Elizabeth Moss Evans, (312) 399-4011
- Mary Moore McKay, (615) 364-7739
- Carole Carter, (615) 405-5391
Timeline
Patient Service Specialist
Vanderbilt Medical Center
01.2023 - Current
Front Desk Receptionist
Legacy Health Care
10.2019 - Current
ER Admissions Clerk
Vanderbilt University Medical Hospital
01.2019 - 12.2021
Care Assistant
Legacy Health Care (The Next Door)
Associate of Science - Health Administration
Northeast MS Community College
High School Diploma - College Preparatory
Belmont High