Dawn Carpenter

Patient Access Representative/Telecommunications Operator

Wayne HealthCare

06.2014 - Current

Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Supported customers by managing hundreds of calls per day efficiently while maintaining professionalism and upbeat tone.
Connected callers with appropriate professional, department, or business.
Operated digital paging system to notify recipients of incoming calls.
Performed patient scheduling and registration functions.
Verified patient insurance eligibility and entered patient information into system.
Applied administrative knowledge and courtesy to explain procedures and services to patients.
Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Delivered support to medical staff in completion of patient paperwork.
Lead Trainer for new staff on all processes and duties
Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Answered incoming calls, scheduled appointments and filed medical records.
Resolved customer complaints using established follow-up procedures.
Engaged with patients to provide critical information.
Greeted and assisted patients with check-in procedures.
Organized patient records and database to facilitate information storage and retrieval.
Processed payments using cash and credit cards, maintaining accurate records of transactions.
Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Facilitated communication between patients and various departments and staff.
Compiled and maintained patient medical records to keep information complete and up-to-date.
Providing excellent customer service by promptly answering patient inquiries.
Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Stayed calm under pressure to and successfully dealt with difficult situations.
Provided excellent customer service to patients and medical staff.
Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Responded to inquiries by directing calls to appropriate personnel.
Followed document protocols to safeguard confidentiality of patient records.
Trained new staff on hospital processes and procedures.
In charge of new processes for LMRP letters and coding for billing.
In charge of skilled Nursing Facility level of care and coding for billing
Recommended service improvements to minimize recurring patient issues and complaints.
Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.