April Hawley
Kokomo,IN
Summary
Proven in enhancing patient satisfaction and streamlining registration processes at Ascension Hospital, I excel in patient confidentiality and regulatory compliance. My adeptness in healthcare systems and strong organizational skills have significantly improved operational efficiency. Committed to fostering positive patient experiences, I bring a track record of problem-solving and effective relationship building. Organized Patient Service Representative with 24 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. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
Work History
Patient Service Coordinator
PT Solutions/Ascension Physical Therapy
2022.07 - 2024.03
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Collected patient co-pay and issued receipt to confirm payment for Aftercare Program
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
- Used Soarian/Athena/Sovera/NetHealth to maintain electronic patient files, successfully maintaining over numerous patient files.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Maintained accurate patient records by diligently updating information in the electronic health record system.
- Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
- Verified patient's insurance eligibility and benefits coverage.
- Contributed to a positive clinic environment by consistently displaying compassion, empathy, and professionalism when interacting with patients.
- Respected patients by recognizing rights and maintaining confidentiality.
- Established strong relationships with referring physicians'' offices by maintaining open lines of communication for seamless coordination of care across providers.
- Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
- Reduced wait times for patients through effective coordination of appointment schedules with providers.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Communicated with primary care offices and insurance companies to obtain authorization.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Facilitated the onboarding process for new clinical staff members by providing comprehensive training and support in navigating administrative tasks within the clinic environment.
- 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.
- Contacted insurance company to verify patient coverage before visit.
- Optimized the use of resources within the clinic through careful inventory management and supply ordering processes.
- Ensured timely and accurate completion of all required documentation for regulatory compliance, contributing to the overall quality of patient care services provided by the clinic.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Assisted in improving overall clinic efficiency by managing patient flow during peak hours and high-volume situations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Delivered support to medical staff in completion of patient paperwork.
- Resolved customer complaints using established follow-up procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Organized patient records and database to facilitate information storage and retrieval.
- Responded to inquiries by directing calls to appropriate personnel.
Patient Access Representative
Ascension Hospital Physical Therapy
2003.02 - 2022.07
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Ensured seamless operation of front office, efficiently handling multiple administrative tasks simultaneously.
- Enhanced patient experience, ensuring welcoming environment from first point of contact.
- Optimized resource allocation by effectively managing patient flow and scheduling.
- Enhanced data accuracy with meticulous verification of patient information and insurance details.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
- Assisted in reducing no-show rates by implementing reliable follow-up and reminder system for appointments.
- Facilitated smoother patient visits, coordinating with healthcare providers to ensure timely service.
- Improved operational efficiency, organizing patient documentation and streamlining access to information.
- Streamlined appointment scheduling for optimal clinic flow, reducing wait times significantly.
- Contributed to revenue cycle improvements by identifying and rectifying billing discrepancies.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Strengthened relationships with insurance providers, facilitating swift resolution of coverage queries.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Facilitated communication between patients and various departments and staff.
- 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.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
HIM Clerk
Ascension Hospital
2000.02 - 2003.02
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Maintained confidentiality of sensitive information, adhering strictly to privacy policies.
- Optimized office space usage, arranging workstations to maximize productivity.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Streamlined document retrieval, meticulously filing documents both physically and electronically.
- Improved office efficiency by digitizing paper files and organizing digital records.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Utilized office management software to record and track customer information.
- Edited and proofread documents for accuracy and completeness.
Education
Certification - Administrative Medical Specialist
Indiana University Kokomo
Kokomo, IN04.1999
GED -
Twin Valley South High School
West Alexandria, OH05.1983
Skills
- Patient Registration
- Strong Organization
- Appointment Scheduling
- Healthcare Systems Knowledge
- Insurance Verification
- Patient confidentiality
- Regulatory Compliance
- Medical Billing
- Multitasking and Organization
- Problem-Solving
- Patient check-in
- Registration and Admissions
- Relationship Building
- Phone and Email Etiquette
- Insurance Billing
- Quality Assurance
- EMR
- Pre-Admission Requests
- System Updating
- Call Screening
- EMR Updating
- Registration management
- Documenting and Recording Information
- Medical insurance
- Registration and Scheduling
- Multi-Line Telephone Systems
- Patient Confidentiality and Data Security
Timeline
Patient Service Coordinator
PT Solutions/Ascension Physical Therapy
2022.07 - 2024.03
Patient Access Representative
Ascension Hospital Physical Therapy
2003.02 - 2022.07
HIM Clerk
Ascension Hospital
2000.02 - 2003.02
Certification - Administrative Medical Specialist
Indiana University Kokomo
GED -
Twin Valley South High School
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