Arlene Crenshaw
Rome,PA
Summary
Accomplished in patient services coordination and insurance verification, I leveraged strong organizational skills and empathetic customer service at Evolent Health to enhance patient satisfaction and streamline billing processes. Expert in HIPAA compliance and team collaboration, I significantly improved efficiency and patient trust through meticulous attention to detail and effective conflict resolution.
Developed strong problem-solving abilities and interpersonal communication skills in healthcare environment. Demonstrates capacity to manage patient interactions and ensure smooth administrative operations. Looking to transition into new field, leveraging and coordinating processes to drive positive outcomes.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Patient Services Coordinator
Evolent Health
Virginia
09.2018 - Current
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Respected patients by recognizing their rights and maintaining confidentiality.
- Demonstrated exceptional customer service to foster welcoming and professional conversations with the patients.
- Increased patient understanding of their bill by providing clear explanations of our process and their benefits.
- Worked with patients to ascertain issues by researching each case and providing a resolution.
- Collected patient payments and created payment plans.
- Detail-oriented by documenting each case with all pertinent information.
- Handled incoming and outgoing calls.
- Mentored and trained new employees.
- Assisted the manager with write off reviews and other tasks.
- Assisted Authorization Department by contacting insurance companies to verify patient coverage, pulling EBV and updating the demographics.
Collector
Change Health Care
Norcross
02.2017 - 08.2018
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Maintained high volume of calls and met demands of a busy and productive group.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Negotiated settlement in a timely manner, reducing the number of long-term delinquent accounts.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Entered client details and notes into system for interdepartmental access and review.
Patient Account Specialist
Emory University Hospital
Atlanta
04.2016 - 02.2017
- Maintained high levels of data accuracy with meticulous attention to detail in processing insurance claims and updating patient records.
- Collaborated with interdisciplinary teams to optimize billing procedures and ensure timely reimbursements from insurance providers.
- Promoted a culture of continuous improvement within the Patient Accounts team by participating in regular staff meetings, offering constructive feedback on department processes, systems, tools for achieving objectives more effectively.
- Responded to patient, family and external payer inquiries.
- Safeguarded patient confidentiality while handling sensitive financial information by adhering to strict HIPAA regulations and organizational privacy policies.
- Scheduled upcoming procedures and follow ups.
- Maintained accurate records of collected payments.
Patient Account Access Specialist
Northside Hospital
Atlanta
05.2011 - 04.2016
- Assisted patients in navigating complex insurance plans, helping them maximize their benefits and minimize out-of-pocket expenses.
- Efficiently managed waiting lists for services with limited availability by prioritizing cases based on urgency and need.
- Maintained strict confidentiality of sensitive patient data in compliance with HIPAA regulations, safeguarding personal information from unauthorized access or disclosure.
- Addressed concerns raised by patients or caregivers promptly, fostering strong relationships built on trust and mutual respect.
- Facilitated communication between providers, patients, and insurance companies to resolve any issues related to coverage or authorization requests effectively.
- Greeted and assisted patients with check-in procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Contributed to a positive work environment by actively participating in team meetings, sharing best practices, and providing constructive feedback when necessary.
Insurance Verification Specialist
Northwest Georgia Oncology
Marietta
03.2007 - 04.2011
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Coordinated with care teams across various departments to ensure seamless integration of verified coverage information into overall treatment planning.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Patient Access Specialist
WellStar Kennestone Hospital
Marietta
10.2000 - 02.2007
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collected and validated patient demographics and insurance information.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Prepared patient identification band and completed admissions papers.
- Educated patients on available resources, programs, and financial assistance options to optimize their healthcare experience.
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Answered incoming calls, scheduled appointments and filed medical records.
Education
No Degree - Human Services
Southern New Hampshire University
New HampshireCertification - Certified Professional Medical Coder And Billing
National Medical Coding Institute
Georgia04-2007
Skills
- Strong organization
- Appointment scheduling
- Patient confidentiality
- Insurance verification and EMR update
- Customer service and follow up
- Knowledge of various Evolent applications
- Patient education
- Conflict resolution
Certification
- Prior Authorization Certificate 2024
- Basic Training Medical Billing and RCM Certificate 2024
- Excel Spreadsheet Certificate 2023
- AAPC: Certified Professional Medical Coder Certificate 2020
- National Certified Professional Medical Coder and Billing 2007
Timeline
Senior Patient Services Coordinator
Evolent Health
09.2018 - Current
Collector
Change Health Care
02.2017 - 08.2018
Patient Account Specialist
Emory University Hospital
04.2016 - 02.2017
Patient Account Access Specialist
Northside Hospital
05.2011 - 04.2016
Insurance Verification Specialist
Northwest Georgia Oncology
03.2007 - 04.2011
Patient Access Specialist
WellStar Kennestone Hospital
10.2000 - 02.2007
No Degree - Human Services
Southern New Hampshire University
Certification - Certified Professional Medical Coder And Billing
National Medical Coding Institute