Bianca Massie
Hopkinsville,KY
Summary
Adept at enhancing patient satisfaction and streamlining clinic operations, my tenure at Jennie Stuart Health showcased my ability to maintain HIPAA compliance and deliver exceptional customer service. Skilled in appointment scheduling and problem-solving, I effectively trained teams, improving efficiency by 30%. My expertise in healthcare systems and empathetic patient interactions fostered a positive, efficient work environment. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Patient Service Specialist
Fast Pace
09.2023 - Current
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
Patient Access Representative
Jennie Stuart Health
08.2023 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Patient Services Representative
Jennie Stuart Health
08.2021 - 08.2023
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Took copayments and compiled daily financial records.
- Used [Software] to schedule appointments.
- Balanced deposits and credit card payments each day.
Patient Services Representative
Carle
03.2021 - 07.2021
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up care.
- Used [Software] to schedule appointments.
- Supported clinic managers in implementing new policies or procedures for improved patient care delivery.
Referral Specialist
Dr. Geeta Chavda, MD
07.2020 - 02.2021
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
- Streamlined referral processes for increased efficiency, resulting in timely appointments for patients.
- Verified insurance benefits and eligibility for radiology procedures before referring clients.
On Call Coordinator
All Ways Caring HomeCare
10.2020 - 12.2020
- Maintained detailed records of caregiver availability, skill sets, and certifications to ensure appropriate staff placement per case requirements.
- Reduced scheduling conflicts by proactively identifying potential challenges and implementing effective solutions.
- Streamlined communication between clients and caregivers by efficiently managing scheduling adjustments and updates.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Direct Support Professional
Sunrise Community Inc
02.2020 - 05.2020
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Guided patients to restroom to support bladder and bowel relief requirements.
Medical Assistant
Bell Clinic
09.2010 - 08.2011
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collected and documented patient medical information such as blood pressure and weight.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed EKGs and other tests based on patient presentation in office.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Education
Certification - Medical Assisting
Brown Mackie College
Hopkinsville, KY09.2010
Certification - Medical Billing And Coding
Brown Mackie College
Hopkinsville, KY09.2010
High School Diploma -
Hopkinsville High School
Hopkinsville, KY05.1991
Skills
Appointment Scheduling
Patient confidentiality
Healthcare Systems Knowledge
Insurance Verification
Medical Terminology
HIPAA Compliance
Customer Service
Patient Registration
Regulatory Compliance
Medical Billing
Eligibility Determination
Patient Education
Multitasking and Organization
Patient check-in
Registration and Admissions
Phone and Email Etiquette
Flexible Schedule
Quality Assurance
EMR
Pre-Admission Requests
Call Screening
EMR Updating
Communicating to Patients and Families
Referral Coordination
Calm and Effective Under Pressure
Medical insurance
Schedule Coordination
Registration and Scheduling
Attention to Detail
Multi-Line Telephone Systems
Insurance verifying
Payment Collection
Timeline
Patient Service Specialist
Fast Pace
09.2023 - Current
Patient Access Representative
Jennie Stuart Health
08.2023 - Current
Patient Services Representative
Jennie Stuart Health
08.2021 - 08.2023
Patient Services Representative
Carle
03.2021 - 07.2021
On Call Coordinator
All Ways Caring HomeCare
10.2020 - 12.2020
Referral Specialist
Dr. Geeta Chavda, MD
07.2020 - 02.2021
Direct Support Professional
Sunrise Community Inc
02.2020 - 05.2020
Medical Assistant
Bell Clinic
09.2010 - 08.2011
Certification - Medical Assisting
Brown Mackie College
Certification - Medical Billing And Coding
Brown Mackie College
High School Diploma -
Hopkinsville High School
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