ANILA EAPEN
Philadelphia,PA
Summary
Dedicated patient services expert with a strong track record in facilitating seamless coordination of patient care. Successfully enhances patient experiences through effective schedule management, insurance verification, and meticulous record-keeping. Recognized for collaborative teamwork and a results-driven approach, with proven ability to adapt to evolving needs in fast-paced environments. Proficient in communication, organization, and problem-solving, ensuring optimal support for both patients and healthcare teams.
Overview
15
15
years of professional experience
Work History
Patient Services Coordinator
Penn Medicine: University of Pennsylvania Health System
Phoenixville, PA
11.2024 - Current
- Coordinated patient appointments and managed scheduling to optimize clinic workflow.
- Developed and maintained patient records in electronic health record systems for accuracy and compliance.
- Facilitated communication between patients, healthcare providers, and administrative staff to enhance service delivery.
- Implemented process improvements that reduced patient wait times and streamlined check-in procedures.
- Led initiatives to improve patient engagement through educational programs and resource distribution.
- Analyzed patient feedback to identify areas for service enhancement and implemented corrective actions accordingly.
- Trained new staff on office protocols, customer service standards, and software systems for operational efficiency.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Collected patient co-pay and issued receipt to confirm payment.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Used EPIC to maintain electronic patient files.
- Established strong relationships with referring physicians'' offices by maintaining open lines of communication for seamless coordination of care across providers.
- Organized administrative workflows within the office space to improve overall efficiency among team members while minimizing disruptions during busy periods.
- Supported billing department efforts by accurately collecting co-payments, verifying insurance coverage, and addressing financial concerns for patients.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
Client Relations Specialist
Philips Healthcare
Malvern, PA
02.2016 - 11.2024
- Answered and triaged incoming telephone calls to maximize personnel and resource effectiveness
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Evaluated health education needs of patients and provided necessary training and instruction
- Addressed customer service inquiries quickly and accurately
- Documented conversations with customers to track requests, problems and solutions
- Recommended improvements to products and services to mitigate complaints
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Reviewed customer data to assess current issues and determine potential solutions
- Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes
- Upheld strict quality control policies and procedures during customer interactions
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
Quality Improvement Analyst
AMERICAN RED CROSS
Philadelphia, PA
11.2010 - 02.2016
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Developed system of staff communication, enabling quicker implementation of treatment plans and improved comprehensive patient care.
- Documented and reported issues with compliance, standards of care and quality assurance requirements.
- Checked patient conditions and records to evaluate care.
- Assessed ongoing operations against standards.
- Developed quality improvement plans, policies and operational guidelines.
- Implemented new quality assurance and customer service standards.
- Initiated audit process to evaluate thoroughness of documentation and maintenance of facility standards.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Education
MBA - Health Administration
Eastern University
05-2026
B.S - Architectural Engineering
University of Mumbai
2008
Skills
- Efficient patient scheduling
- Electronic health record management
- Experience in HIPAA compliance practices
- Exceptional customer service
- Operational efficiency enhancement
- Data organization
- Process improvement
- Team development
- Quality assessment proficiency
- Effective communication
- Patient relationship management
- Billing assistance
- Skilled in troubleshooting challenges
- Administrative support
- Cultivating collaborative partnerships
- Patient intake management
- Healthcare operational systems
- Follow-up care coordination
- Healthcare systems navigation
- Effective phone and email communication
- Experienced in medical terminology usage
- Record keeping
- Medical coding
- Post-discharge care coordination
- Health insurance knowledge
- Prior authorization processing
- Healthcare compliance standards
- Clinical documentation improvement
- Experienced in ICD-10 coding practices
- CPT coding proficiency
Timeline
Patient Services Coordinator
Penn Medicine: University of Pennsylvania Health System
11.2024 - Current
Client Relations Specialist
Philips Healthcare
02.2016 - 11.2024
Quality Improvement Analyst
AMERICAN RED CROSS
11.2010 - 02.2016
MBA - Health Administration
Eastern University
B.S - Architectural Engineering
University of Mumbai