Carla Perry
Florence,KY
Summary
Patient services representative with a strong focus on enhancing patient satisfaction through effective inquiry resolution and appointment management. Proven ability to streamline patient flow and optimize service delivery while ensuring compliance with industry standards. Expertise in fostering positive patient experiences and improving operational efficiency.
Overview
18
18
years of professional experience
Work History
PATIENT SERVICES REPRESENTATIVE II
ST. ELIZABETH PHYSICIANS
FORT MITCHELL, KY
01.2019 - 04.2026
- Scheduled appointments using electronic health record systems and verified insurance details.
- Managed patient inquiries and resolved concerns promptly to enhance satisfaction.
- Greeted patients and directed them to appropriate areas, enhancing service delivery efficiency.
- Coordinated patient flow and managed waiting times to support medical staff and improve patient experience.
- Educated patients on services and procedures, improving their understanding of health initiatives.
- Maintained confidentiality and compliance with HIPAA regulations when handling sensitive information.
- Collaborated with team members to streamline administrative processes within office environment.
- Performed various administrative duties, including filing, faxing, and maintaining a clean reception area.
TEAM LEAD/ASSISTANT SUPERVISOR
AMERICAN HEALTH ASSOCIATES AKA/MEDLAB
CINCINNATI, OH
10.2017 - 01.2019
- Managed daily operations for a team of 20+ as backup supervisor, ensuring smooth workflow and support.
- Provided leadership training, mentoring, and support for all department supervisors.
- Served as liaison between supervisor and regional director in client solutions department to ensure alignment on departmental goals.
- Oversaw dispatch of orders to assigned cities to ensure timely delivery.
- Demonstrated strong problem-solving skills while maintaining excellent customer service.
- Facilitated independent work and effective communication among coworkers during inbound and outbound calls to enhance collaboration.
HIPAA CONSULTANT/MEDICAL RECORDS SPECIALIST
RECORD REPRODUCTION SERVICES
MEDIA, PA
12.2013 - 05.2017
- Collaborated with doctors and practice managers to enhance patient care processes.
- Traveled to 30 facilities weekly to scan medical records and fulfill release of information requests.
- Received training on the Epic computer system and abstracted data from medical charts.
- Responded to customer service calls and emails to resolve client inquiries.
MEDICAL RECORDS MANAGEMENT OFFICER
HOXWORTH BLOOD CENTER/UC
CINCINNATI, OH
10.2013 - 12.2013
- Maintained high accuracy and speed in completing all forms within shift deadlines to support operational efficiency.
- Entered patient blood donor information accurately to ensure compliance with regulatory standards.
- Assisted with patient blood donor forms in temporary role, enhancing data entry skills and customer service experience.
STUDENT WORKER/ADVISING ASSISTANT
GATEWAY COMMUNITY AND TECHNICAL COLLEGE
EDGEWOOD, KY
06.2010 - 10.2013
- Assisted students at academic advising center, providing guidance in person and over the phone to address academic concerns.
- Responded to inquiries from students and staff at academic advising center, ensuring timely and accurate information delivery.
- Researched information in computer database to schedule classes and retrieve grades for student inquiries.
RECORDS SPECIALIST/ADMISSIONS INTAKE COORDINATOR
ST. ELIZABETH/AMERICAN NURSING CARE
FLORENCE, KY
12.2007 - 03.2010
- Performed insurance verification while coordinating closely with hospital liaisons and visit schedulers to streamline admission processes.
- INPUT REFERRAL INFORMATION INTO HORIZON DATABASE WHICH INCLUDED DETAILED DOCUMENTATION OF NON-CLINICAL NOTES.
- Managed incoming and outgoing phone calls from referral sources, ensuring clear communication and timely follow-up.
- Resolved customer service issues for patients daily, enhancing patient satisfaction and support.
- Supported front desk operations by greeting visitors and managing incoming inquiries.
Education
Some College (No Degree) - MEDICAL INFORMATION TECHNOLOGY
GATEWAY COMMUNITY COLLEGE
Edgewood, KYSkills
- EHR management
- Records organization
- Reception management
- Eligibility assessment
- Patient charting
- Patient training
- Appointment scheduling
- Appointment scheduling
- Insurance verification
- CRM expertise
- Data accuracy
- Typing accuracy
- Administrative support
- Team coordination
- Customer service
- Problem solving
- Conflict management
- Communication skills
- Time management
- Confidentiality compliance
- Terminology knowledge
- Reception management
- Eligibility assessment
- Terminology knowledge
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
PATIENT SERVICES REPRESENTATIVE II
ST. ELIZABETH PHYSICIANS
01.2019 - 04.2026
TEAM LEAD/ASSISTANT SUPERVISOR
AMERICAN HEALTH ASSOCIATES AKA/MEDLAB
10.2017 - 01.2019
HIPAA CONSULTANT/MEDICAL RECORDS SPECIALIST
RECORD REPRODUCTION SERVICES
12.2013 - 05.2017
MEDICAL RECORDS MANAGEMENT OFFICER
HOXWORTH BLOOD CENTER/UC
10.2013 - 12.2013
STUDENT WORKER/ADVISING ASSISTANT
GATEWAY COMMUNITY AND TECHNICAL COLLEGE
06.2010 - 10.2013
RECORDS SPECIALIST/ADMISSIONS INTAKE COORDINATOR
ST. ELIZABETH/AMERICAN NURSING CARE
12.2007 - 03.2010
Some College (No Degree) - MEDICAL INFORMATION TECHNOLOGY
GATEWAY COMMUNITY COLLEGE