Summary
Overview
Work History
Education
Skills
Timeline
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ARLENE ROCK

Baltimore,MD

Summary

Ddetail-oriented Patient Access Representative with a proven track record at Medstar Union Memorial Hospital. Expert in patient registration and HIPAA compliance, delivering exceptional customer service. Adept at streamlining intake processes, ensuring accuracy and efficiency while fostering a welcoming environment for patients. Committed to enhancing patient experiences through effective communication and problem-solving.

Overview

47
47
years of professional experience

Work History

Patient Access Representative

Medstar Union Memorial Hospital
04.2013 - Current

Greet patients at intake window and process intake information.

Front Desk Receptionist

Chesapeake Urology
04.2017 - 2020
  • To create a positive and professional first impression of the practice and to show the patients a “we care” attitude.
  • Schedule appointments
  • Ensure all required patient paperwork is compiled for that day’s appointments.
  • Collect co-pays and past balances at check-in and enter them into the batch for the day in Practice Management.
  • Reviews for completeness and accuracy and then enters required patient demographics and clinical information into Practice Management
  • Scan the patient’s driver’s license and insurance card(s) .
  • Ensure all required referrals are obtained, scanned
  • Schedule follow-up procedures
  • Assist patients with the completion of the registration system.

Project Manager

Verizon Communications Inc
02.2000 - 12.2003
  • Coordinated project timelines and deliverables across multiple teams to ensure alignment and efficiency.
  • Monitored project progress to maintain schedules and track milestones.
  • Facilitated communication between stakeholders, ensuring clarity on objectives and expectations.

Team Leader

Verizon Communications Inc
03.1997 - 04.2000
  • Led teams in Boston and New York, NY in daily operations, ensuring efficient workflow and adherence to quality standards.
  • Trained new employees to the group in local processes
  • Managed daily HR issues

Customer Service Representative

Verizon Communications Inc
05.1981 - 03.1997
  • Resolved customer inquiries through effective communication and problem-solving techniques and managing account information.
  • Initiated customer account collection procedures
  • Handled and resolved customer complaints

Directory Assistance Operator

New England Telephone
02.1978 - 05.1981
  • Provided accurate directory assistance to callers, ensuring prompt and efficient responses.
  • Utilized telecommunications systems to manage high call volumes effectively.
  • Resolved customer inquiries by researching and confirming contact information swiftly.
  • Maintained comprehensive knowledge of local businesses and services for effective assistance.

Education

No Degree - Emerging Leadership Certificate

Suffolk University
Boston, MA
02-2003

Certificate - Project Management

George Washington University
Washington, DC
06-1996

Skills

  • Customer service
  • HIPAA compliance
  • Patient registration

Timeline

Front Desk Receptionist

Chesapeake Urology
04.2017 - 2020

Patient Access Representative

Medstar Union Memorial Hospital
04.2013 - Current

Project Manager

Verizon Communications Inc
02.2000 - 12.2003

Team Leader

Verizon Communications Inc
03.1997 - 04.2000

Customer Service Representative

Verizon Communications Inc
05.1981 - 03.1997

Directory Assistance Operator

New England Telephone
02.1978 - 05.1981

No Degree - Emerging Leadership Certificate

Suffolk University

Certificate - Project Management

George Washington University
ARLENE ROCK