Arlene Erwin
Patient Services Associate
Philadelphia,PA
Summary
Patient Services Specialist with exceptional communication skills offering patient-centric approach to comprehensive administrative support in healthcare clinics and facilities. Demonstrated to deliver outstanding customer service and leverage technology to manage patient scheduling and registration processes to facilitate patient care. Skilled in fostering positive patient experiences while maintaining cost-efficiency and compliance.
Overview
15
15
years of professional experience
Work History
Patient Services Associate
University Of Pennsylvania Health System
04.2018 - Current
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Assisted with insurance verification, ensuring accurate coverage information for each patient visit.
- Maintained strict confidentiality of patient records in compliance with HIPAA regulations at all times.
- Managed high call volumes while maintaining professionalism and providing accurate information to callers.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices in patient services management.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Used EPIC to schedule appointments.
- Verified patient insurance eligibility and entered patient information into system.
Patient Services Associate
Drexel University
11.2013 - 03.2018
- Maintained clean, safe, and well-organized patient environment.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Reduced wait times for patients by streamlining the check-in process and updating demographic information.
- Maintained strict confidentiality of patient records in compliance with HIPAA regulations at all times.
- Contributed to a positive team environment by assisting colleagues as needed during busy periods or staff shortages.
- Managed high call volumes while maintaining professionalism and providing accurate information to callers.
- Increased patient retention by consistently providing friendly, empathetic assistance during interactions.
- Efficiently processed incoming faxes from referring physicians'' offices, enabling prompt review of pertinent medical records.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- 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.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Inputted accurate patient insurance, billing and payment information in [Software].
- Contacted insurance company to verify patient coverage before visit.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Owner
Big Alz Cafe
06.2011 - 10.2013
- Managed day-to-day business operations.
- Trained and motivated employees to perform daily business functions.
- Fostered a welcoming atmosphere by maintaining a clean, organized, and visually appealing cafe environment.
- Managed financial aspects of the business, including budgeting, forecasting, and controlling costs.
- Bulk ordering.
- Expanded menu offerings to cater to diverse dietary needs, increasing overall appeal of the cafe.
Patient Account Rep 1V
Thomas Jefferson Hospital
12.2008 - 04.2011
- Worked with outside entities to resolve issues with billing, claims and payments.
- Posted payments and processed refunds.
- Contacted patients after insurance was calculated to obtain payments.
- Electronically submitted bills according to compliance guidelines.
- Reconciled statements with patient records.
- Monitored flags and resolved urgent items with accuracy and efficiency.
- Responded to patient, family and external payer inquiries.
- Enhanced patient satisfaction by promptly addressing inquiries and resolving account issues.
- Streamlined billing processes for increased efficiency in managing patient accounts.
- Maintained accurate records of all transactions, ensuring timely payments from patients and insurance providers.
- Ensured compliance with healthcare regulations while processing claims and managing patient accounts.
- Identified trends in unpaid accounts, developing targeted solutions for improved revenue recovery.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Achieved a significant reduction in aged accounts receivable through diligent follow-up efforts with both patients and insurers.
- Researched billing errors and discrepancies to initiate corrective action.
Education
High School Diploma -
Strawberry Mansion High School
Philadelphia, PA06.1984
Skills
- Professionalism
- Patient Confidentiality
- Organizational Skills
- Stress Management
- Empathy and Compassion
- Problem Solving
- Excellent Communication
- Office Equipment Operation
- Adaptability and Flexibility
- Telephone Etiquette
- Attention to Detail
- Healthcare Knowledge
- Medical Terminology
- Customer Service
- Computer Proficiency
- Appointment Scheduling
- Insurance Verifying
- Patient Greeting
- HIPAA Compliance
- Scheduling Appointments
- Registration and Scheduling
- Resolving Problems
- Database Search and Data Entry Skills
- Claims Handling and Coverage Verification
Timeline
Patient Services Associate
University Of Pennsylvania Health System
04.2018 - Current
Patient Services Associate
Drexel University
11.2013 - 03.2018
Owner
Big Alz Cafe
06.2011 - 10.2013
Patient Account Rep 1V
Thomas Jefferson Hospital
12.2008 - 04.2011
High School Diploma -
Strawberry Mansion High School