DANIELLE LOVETT
Bloomington,IL
Summary
Dedicated Patient Service Representative with 20 years of experience in enhancing patient experiences through exceptional customer service and effective appointment scheduling.
Compassionate and detail-oriented Patient Service Representative with a strong background in customer service and administrative support. Proven ability to maintain patient confidentiality while managing insurance verifications and appointment scheduling, ensuring efficient clinic operations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Carle BroMenn Medical Center
Normal, IL
07.2005 - Current
- Provided exceptional customer service to patients, addressing inquiries and concerns effectively.
- Scheduled patient appointments utilizing electronic health record systems for improved efficiency.
- Collaborated with healthcare teams to ensure seamless patient experiences across departments.
- Managed patient insurance verifications, ensuring accurate processing and documentation.
- Trained new staff on operational procedures and customer service standards to enhance team performance.
- Implemented process improvements that streamlined appointment scheduling and reduced wait times.
- 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.
- 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.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
Education
Associate of Science - Business Administration
Heartland Community College
Normal, IL08-2026
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Payment collection
- Scheduling appointments
- Medical terminology
- Medical insurance
- Office administration
- Data entry proficiency
- Document filing
- Conflict resolution
- Medical billing
- Directing callers
- Interpreting physician orders
- Medicaid
- Electronic health records
- Phone etiquette
- Patient registration
Certification
- Excel Microsoft Office Specialst, Heartland Community College - 2025
- Microsoft Office Specialist, Heartland Community College - 2025
Timeline
Patient Service Representative
Carle BroMenn Medical Center
07.2005 - Current
Associate of Science - Business Administration
Heartland Community College