Audra Smith
Paxton,MA
Summary
Dynamic Patient Service Specialist with extensive experience at Reliant Medical Group, excelling in electronic health records and insurance verification. Proven ability to enhance patient satisfaction through exceptional customer service and conflict resolution. Adept at managing high call volumes while maintaining HIPAA compliance and fostering positive relationships with patients and staff.
Overview
25
25
years of professional experience
Work History
Patient Service Specialist
Reliant Medical Group
Paxton, MA
09.2018 - 07.2021
- Answered incoming calls and responded to inquiries in a timely manner.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Provided general customer service support by answering questions about services provided by the practice.
- Scheduled appointments and managed patient records using electronic health record software.
- Verified patient coverage prior to appointment scheduling.
- Applied HIPAA privacy and security regulations while handling patient information.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Verified demographics and insurance information to register patients in computer system.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
Office Manager/Billing Manager
Behavioral Healthcare Services
Worcester, MA
01.2012 - 07.2018
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delegated work to staff, setting priorities and goals.
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Responded to customer inquiries via phone or email in a professional manner.
- Assisted in recruiting, onboarding and training new employees.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Recruited and trained new employees to meet job requirements.
- Maintained confidential records relating to personnel matters.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Processed the payroll hours accurately ensuring all employees were paid on time.
- Completed day-to-day duties accurately and efficiently.
Dental Administrative Assistant
Peter Drob, D.M.D., P.C.
Worcester, MA
01.1997 - 11.2010
- Prepared invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Resolved patient inquiries while providing excellent customer service.
- Collected payments from patients and arranged payment schedules.
- Answered phone calls, responded to emails and provided customer service to dental patients.
- Reconciled daily deposits against total payments received from patients.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Processed insurance claims for payment from insurance companies or other third parties.
- Took customer payments and billed insurance companies for remaining balance.
- Arranged documents for insurance claims.
- Performed basic clerical tasks such as typing up reports or letters, filing paperwork and organizing charts.
Education
Associate of Arts - Foundations of Business
University of Phoenix
Phoenix, AZ10-2011
Skills
- Electronic health records
- Insurance verification
- Customer service
- Appointment scheduling
- Patient documentation
- Data entry
- HIPAA compliance
- Conflict resolution
Timeline
Patient Service Specialist
Reliant Medical Group
09.2018 - 07.2021
Office Manager/Billing Manager
Behavioral Healthcare Services
01.2012 - 07.2018
Dental Administrative Assistant
Peter Drob, D.M.D., P.C.
01.1997 - 11.2010
Associate of Arts - Foundations of Business
University of Phoenix
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