Brooke Smith
Scranton,PA
Summary
Dedicated professional with a proven track record at Lehigh Valley Physicians Group, excelling in patient confidentiality and customer service. Mastered insurance verification and appointment scheduling, enhancing patient satisfaction. Skillfully balanced HIPAA compliance with approachable patient interactions, achieving a seamless blend of technical proficiency and compassionate care.
Overview
4
4
years of professional experience
Work History
Patient Service Representative
Lehigh Valley Physicians Group
01.2022 - Current
- Used Software to schedule appointments.
- Took copayments and compiled daily financial records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Balanced deposits and credit card payments each day.
- Assisted patients in filling out check-in and payment paperwork.
- Entered patient demographic and insurance data into electronic medical record system.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Verified insurance eligibility and coverage for patients.
- Built and maintained positive working relationships with patients and staff.
- Handled customer service inquiries in person, via telephone and through email.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Developed and implemented customer service policies and procedures.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Providing excellent customer service by promptly answering patient inquiries.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Hotel Front Desk Clerk
Hampton Inn By Hilton
04.2021 - 12.2021
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Resolved service-related problems and documented actions in system.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Managed lost and found items to assist guests with retrieving belongings.
- Completed late check-ins and directed guests to rooms and facilities.
- Answered phone within Number minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Cashier
Kohls
10.2020 - 02.2021
- Answered questions about store policies and addressed customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Addressed customer needs and made product recommendations to increase sales.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed cash, card and check transactions to complete customer purchases.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Education
Mid Valley Secondary Center
Throop, PA06.2020
Skills
- Appointment Scheduling
- Interpreting physician orders
- Document filing
- System updates
- Eligibility Determination
- Insurance verifying
- Patient greeting
- Patient confidentiality
- Medicaid
- Insurance Verification
- Customer Service
- Payment Collection
- Medical terminology knowledge
- Medical insurance
- Scheduling appointments
- HIPAA Compliance
Timeline
Patient Service Representative
Lehigh Valley Physicians Group
01.2022 - Current
Hotel Front Desk Clerk
Hampton Inn By Hilton
04.2021 - 12.2021
Cashier
Kohls
10.2020 - 02.2021
Mid Valley Secondary Center
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