April Smith
Lubbock,TX
Summary
Dynamic Senior Patient Services Specialist at Covenant Medical Group with a proven track record in appointment scheduling and insurance verification as well as some clinical knowledge. Known for delivering exceptional customer service and building strong patient relationships. Adept at managing complex fertility processes while ensuring patient confidentiality and adherence to ethical standards. Committed to enhancing patient experiences through compassionate support.
Overview
23
23
years of professional experience
Work History
Senior Patient Services Specialist
Covenant Medical Group
09.2015 - Current
- Serve as the primary point of contact for patients, delivering compassionate, high-level support throughout complex fertility treatment processes.
- Manage patient check-in/check-out, verify demographics and insurance, and ensure completion of required consents and documentation.
- Communicate time-sensitive treatment instructions, clinic protocols, and appointment requirements with clarity and professionalism.
- Respond to high-volume patient calls, providing accurate information and empathetic support.
- Schedule new patient appointments, follow-ups, monitoring ultrasounds and surgical procedures.
- Educate patients on clinic workflows, lab hours and preparation for appointments/procedures.
- Verify insurance benefits and eligibility, obtain prior authorizations for surgical procedures, and explain financial responsibilities.
- Process copays, balance collections, surgical pre-pays and ensure accurate posting of patient payments.
- Receive and process internal and external referrals in a timely manner.
- Maintain accurate EMR documentation, prepare charts, and ensure proper routing of order, messages and clinical information.
- Support clinical team by coordinating lab work instructions, specimen-related communications (non-clinical), and time-sensitive scheduling needs.
- Ensure strict adherence to HIPAA and confidentiality standards for sensitive reproductive and genetic information.
- Assist will clinical duties that are within my scope of practice.
Receptionist/Phlebotomist/Fit Tester
Pforym Well
12.2013 - 09.2015
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Developed and maintained filing systems, improving document retrieval and organization.
- Verify patient identity and create/review requisition forms.
- Perform venipunctures and finer sticks safely and accurately.
- Prepare and label blood samples according to protocols.
- Maintain sterility and follow infection-control and safety procedures.
- Properly centrifuge, store, transport and document specimens.
- Maintain phlebotomy equipment, supplies and work areas.
- Conduct qualitative and/or quantitative respirator fit tests for contracted company employees.
- Explain testing procedures, respirator models and sizes for each individual.
- Explain testing procedures, respirator use and safety requirements.
- Instruct employees on proper seal-check techniques.
- Document test results.
- Clean and disinfect equipment.
EMT-Basic
Shallowater EMS
04.2003 - 04.2005
- Responded promptly to emergency calls, delivering critical care and support to patients in distress.
- Operated medical equipment and tools effectively, ensuring readiness for diverse emergency scenarios.
- Collaborated with team members during high-pressure situations, enhancing patient outcomes through coordinated efforts.
- Provide basic life support, including CPR, airway management, and bleeding control.
- Administer approved medications.
- Assist with patient immobilization using backboards, splints, and cervical collars.
- Monitor vital signs and patient status throughout care.
- Communicate patient information clearly to dispatch, paramedics, nurses and receiving facilities.
- Safely lift, move and transport patients to medical facilities.
- Operate emergency vehicles following safety regulations and company protocols.
- Maintain readiness of equipment, supplies and the ambulance.
- Document patient assessments, treatments and incident details accurately.
- Follow infection-control, safety, and confidentiality standards.
- Provide compassion and support to reassure patients and families.
Education
No Degree - Emergency Medicine
South Plains College
Levelland, TX05-2003
High School Diploma -
Frenship High School
Wolfforth, TX05-2002
Skills
- Appointment scheduling
- Patient confidentiality
- Insurance verification
- Professionalism and ethics
- Medical terminology
- Customer service
- Friendly and outgoing
- Customer follow-up
- Money handling
- Relationship building
- Phone and email etiquette
Timeline
Senior Patient Services Specialist
Covenant Medical Group
09.2015 - Current
Receptionist/Phlebotomist/Fit Tester
Pforym Well
12.2013 - 09.2015
EMT-Basic
Shallowater EMS
04.2003 - 04.2005
No Degree - Emergency Medicine
South Plains College
High School Diploma -
Frenship High School