Colleen Williams
Patient Customer Service Representative and Referral Specialist
Watertown,NY
Summary
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities. Talented Scheduler with a hardworking mentality and an organized approach. Familiar with compliance and documentation requirements. Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer/patient service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Scheduler/Referral Specialist
North Country Orthopaedic Group
04.2022 - 08.2023
- Built professional relationships with service providers.
- Entered patient medical data using Medent and Microsoft Excel to document and file incoming referrals and results.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Monitored referrals to foster timely completion and followed up with physicians to facilitate.
- Accessed and reviewed patient records to verify receipt completed referral paperwork.
- Assisted with completion of referral forms and verified data accuracy and completion
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Provided education and instruction to referral sources on referral processes.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Assisted with medical coding and billing tasks.
- Answered phone calls and messages for physician Orthopedic medical facility, scheduling appointments, and handling patient inquiries.
Patient Service Representative
NORTH COUNTRY FAMILY HEALTH CENTER
01.2019 - 04.2022
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used Centricity and Athena to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Resolved billing inquiries and disputes in timely fashion.
- Developed and implemented customer service policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Delivered support to medical staff in completion of patient paperwork.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Engaged with patients to provide critical information.
- Organized patient records and database to facilitate information storage and retrieval.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
- 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.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Educated patients on importance of preventive health care and insurance coverage.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Trained new staff on hospital processes and procedures.
- Addressed bad debts in line with set protocols.
Patient Access Representative
River Hospital Inc
10.2016 - 01.2019
- Exceeded department-specific productivity standards, collection targets, quality audit scores for accuracy productivity and collection standards for registrations and insurance verifications.
- Utilized audits and controls to accurately manage cash.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Obtained payments from patients and scanned identification and insurance cards.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Registered and verified patient records before triage with most up-to-date information.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Received and routed laboratory results to correct clinical staff members.
- Conducted patient intake interviews, recording and documenting relevant information.
- Managed office bookkeeping with insurance billing and patient payments.
- Utilized multiple PC applications throughout day.
- Analyzed accounts for various requests and accounted resolution.
Education
No Degree - Liberal Arts And General Studies
Jefferson Community College
Watertown, NYSkills
- Customer Service
- Attention to Detail
- Effective Multitasking
- Documentation Expertise
- Scheduling
- Professional Telephone Demeanor
- EMR System Proficiency
- Medical Terminology Knowledge
- Problem-Solving Abilities
- Recordkeeping Strengths
- Technical Support
Assessments (by Indeed)
- Patient-focused care, Proficient, 09/01/23, Responding to patient concerns with sensitivity
- Administrative assistant/receptionist, Proficient, 02/01/22, Using basic scheduling and organizational skills in an office setting
- Customer service, Proficient, 06/01/23, Identifying and resolving common customer issues
- Medical receptionist skills, Proficient, 08/01/23, Managing physician schedules and maintaining accurate patient records
- Protecting patient privacy, Proficient, 06/01/23, Understanding privacy rules and regulations associated with patient records
- Work style: Reliability, Proficient, 02/01/22, Tendency to be reliable, dependable, and act with integrity at work
- Attention to detail, Proficient, 02/01/22, Identifying differences in materials, following instructions, and detecting details among distracting information
- Supervisory skills: Motivating & assessing employees, Proficient, 02/01/23, Motivating others to achieve objectives and identifying improvements or corrective actions
- Medical terminology, Proficient, 02/01/23, Understanding and using medical terminology
- Verbal communication, Proficient, 09/01/23, Speaking clearly, correctly, and concisely
- Sales skills, Proficient, 03/01/22, Influencing and negotiating with customers
- Customer focus & orientation, Proficient, 06/01/23, Responding to customer situations with sensitivity
Additional Information
- Reporting Skills
- Body Mechanics knowledge
- Sound decision-making
- Information documentation
- Self-discipline
- Conflict resolution
- Infection control standards
- Custodial care knowledge
- Psychiatric and mental health care
- Relationship and team building
- Strong clinical judgement
- Computerized charting specialist
- Charting
- Personal and professional integrity
- Problem resolution ability
- Interpersonal skills
- Culturally sensitive
- Staff training and development
- Regulatory requirements
- Speaking clearly
- Patient and family focused
- Organization and planning
- Clinical issues understanding
- Setting appointments
- Patient-oriented
- Patient positioning understanding
Timeline
Scheduler/Referral Specialist
North Country Orthopaedic Group
04.2022 - 08.2023
Patient Service Representative
NORTH COUNTRY FAMILY HEALTH CENTER
01.2019 - 04.2022
Patient Access Representative
River Hospital Inc
10.2016 - 01.2019
No Degree - Liberal Arts And General Studies
Jefferson Community College
Similar Profiles
Heidi StewartHeidi Stewart
Prior Authorization Coordinator at North Country Orthopaedic GroupPrior Authorization Coordinator at North Country Orthopaedic Group
Vicky MaranoVicky Marano
Data Entry Specialist at North Country Orthopedic GroupData Entry Specialist at North Country Orthopedic Group
Susan ChantSusan Chant
Unit Secretary at North country orthopedic groupUnit Secretary at North country orthopedic group
Meghan MoranMeghan Moran
Material Coordinator at AmentumMaterial Coordinator at Amentum
Tyis CastorTyis Castor
Assistant Financial Center Manager at AmeriCU Credit UnionAssistant Financial Center Manager at AmeriCU Credit Union