April Wallace

• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
• Demonstrated empathy and understanding toward patients facing difficult medical situations, offering support when needed.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Exceeded monthly performance metrics consistently, contributing success call center operations.

• Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
• Prioritized patient needs by effectively organizing back-to-back appointments and managing waitlist requests for urgent care situations.
• Assisted in reducing no-shows by implementing reminder calls and appointment confirmation protocols.
• Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.

• Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
• Conducted interviews with patients and family members and answered questions regarding insurance benefits.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Responsible for verifying benefits and eligibility on admission inquiries, preparing admission folders, collecting co-pays/deductibles from patients, assisting with establishing effective and timely payment plans, coordinating with utilization review and discharge planning efforts to limit risk of non-payment, providing ongoing patient benefit information, participating in patient discharge procedures, and coordinating financial arrangements with collection personnel.

• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Generated, posted and attached information to claim files.
• Posted payments to accounts and maintained records.
• Reviewed applications for different aid programs and determined which qualification criteria for individuals.
• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Carried out front office duties utilizing data entry skills in framework of medical database.

• Complete authorizations and referrals for services, including appointments and procedures

• Consult with presiding doctors or nurse managers to obtain clearance for the necessity of treatment

• Look through insurance plans in a detailed manner and process required referrals

• Keep medical staff in the loop about any delays or problems in obtaining authorizations

• Contacting insurances by phone, e-mail for eligibility, benefits, network status and authorization, documenting information

• Ascertain that insurance carriers' documentation requirements are completed and that all copies are placed in patients' medical records files

• Verify patients' benefits and ensure that proper prior authorization and re-authorization is obtained for additional treatment

• Assist with other clerical tasks as needed

• Reviewed 175 patient cases per week and verified insurance coverage information.

• Provided a friendly, welcoming experience by greeting guest as they entered the hotel.
• Verified and collected guest payments and identification. Completed shift check list to ensure hotel information is updated.
• Trained new hires as front desk agents.

• Organized, confirm the check-in and out process for guest. Made sure files were kept up to date.
• Answered guest calls and recorded details of each conversation for future follow-up.
• Awarded employee of the month awarded three consecutive months following exceptional customer service.
• Awarded employee of the year within eight months of hire.
• Trained new hires as front desk agents.

• Recorded insurance information and obtained pre-approval for treatment if needed.
• Prioritized the order of care so that the most critical patients are seen first.
• Provided information to insurance companies in order to assist with billing.

Worked chair-side as dentist examine and treat patients. Scheduled appointments along with verifying insurance eligibility.

• Supervised 2 receptionist and 4 dental assistants.
• Modernized clinic by encouraging introduction of new dental materials, equipment, and administration technology.