Corella Banks
Chicago,Illinois
Summary
Proven Patient Service Representative with a track record of enhancing patient satisfaction at Advocate Medical Group through expert insurance verification and empathetic customer service. Skilled in HIPAA compliance and medical billing, adept at multitasking and maintaining professionalism under pressure. Demonstrates a commitment to accuracy and patient confidentiality, significantly improving clinic efficiency and patient trust.
Overview
24
24
years of professional experience
Work History
Patient Service Representative
Advocate Medical Group
02.2017 - 02.2020
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used EPIC
- to schedule appointments.
Patient Service Representative Outpatient Revenue Cycle
Advocate Medical Group
03.2012 - 03.2017
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Outpatient ICD-9, ICD-10, Medicare Billing
Clinic Phone Operator
Ravenswood Field Medical Group
03.1996 - 02.2012
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Streamlined call routing process for improved caller experience and reduced wait times.
Education
Biology
Biiology -
Skills
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Appointment Scheduling
- Patient confidentiality
- Patient Intake
- Payment Collection
- Patient greeting
- Eligibility Determination
- Data entry proficiency
- Medical Billing
- Directing callers
- Cross-cultural sensitivity
- Medicaid
- Phone and Email Etiquette
- Problem-Solving
- Multitasking and Organization
- Registration and Admissions
- Fee Collection
- Payment Processing
- Paging Systems
- EMR
- Scheduling Diagnostic Procedures
- EMR Updating
- Attention to Detail
- Punctual and Hardworking
- Caring and Empathetic
- Calm and Effective Under Pressure
- Reliability and Dedication
- Resolving Problems
- 50 WPM Typing Speed
Timeline
Patient Service Representative - Advocate Medical Group
02.2017 - 02.2020
Patient Service Representative Outpatient Revenue Cycle - Advocate Medical Group
03.2012 - 03.2017
Clinic Phone Operator - Ravenswood Field Medical Group
03.1996 - 02.2012
University of Illinois At Chicago - , Biology
City Colleges of Chicago - Wilbur Wright College - Biiology,
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