Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deanna Ruppersberger

Dover,PA

Summary

Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.

Diligent Healthcare Professional

Overview

21
21
years of professional experience

Work History

Contact Center Agent

Wellspan York PA
06.2020 - Current
  • Answer/triage incoming patient calls for symptoms and/or route to medical staff, handle CRISIS/911 calls, provide patient lab and imaging results, handle and request referrals to specialists, request medicine refill or change of medication requests, attend weekly and monthly meetings/huddles, as well as train both current and new agents
  • Entered customer information into customized computer system with EPIC to document and organize client records.
  • Assisted in training new hires by sharing best practices and offering guidance on company processes.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained high call quality standards by adhering to company policies and procedures for each interaction.

Practice Manager Leader Surgical Associates

UPMC York, PA
08.2019 - 03.2020
  • Manage day to day office operations for 5 Surgeons and numerous medical residents/nurses/ and other medical staff, Coordinate staff/provider schedules, Manage staffing needs, Coordinate/Perform staff meetings, coordinate and perform employee reviews, Coach team on a daily basis to ensure policies and procedures are maintained, Monitor attendance and time off requests, Payroll, to name a few
  • Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice mission and values.
  • Oversaw accounting, budgeting, and financial reporting.

Patient Service Representative (PSR)

Leader Surgical Associates
10.2018 - 08.2019
  • Arrive/check out patients, Heavy phone work for patient medication refills, doctor notes, scheduling appointments and procedures, Balancing cash drawer, Reconcile end of day deposit, to name a few
  • 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.
  • Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
  • Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.

Medical Secretary/Front Desk

Lung and Sleep Centers of Maryland
10.2014 - 10.2018
  • Maintaining appointments for 6 pulmonologists, scheduling meetings/luncheons with outside vendors, heavy telephone work, scheduling specialty services and testing for patients, scheduling patient appointments, and testing, call or mail patient prescription refill requests, obtaining signatures for disability, attorneys, pre-certifications, assembling patient documents, and paperwork for home care, purchasing furniture/supplies/services for the office, preparing various forms for transmittal, reconcile monies take in copays
  • Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
  • Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
  • Increased office efficiency with thorough management of medical records, ensuring accuracy and accessibility for all staff members.
  • Supported physicians in delivering optimal care by accurately transcribing medical orders and maintaining up-to-date documentation.
  • Used knowledge of medical terminology to transcribe patient information from written copy, electronic equipment, or verbal direction.
  • Supported healthcare professionals by efficiently managing high volume of patient calls and inquiries, ensuring timely responses.

ER Patient Registrar/part Time Job

Memorial Hospital
01.2016 - 07.2016
  • Register emergency room patients and process related paperwork, interviewing patient, prepare standard registration forms and performing other admissions or transfer related tasks, perform clerical and secretarial work as well as other administrative duties as needed
  • Part time/side work
  • Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
  • Enhanced data accuracy by diligently verifying insurance coverage, demographic information, and other essential details.
  • Trained new Patient Registrars on best practices, fostering consistency in work quality across the team members.

Admin Coordinator

Johns Hopkins Health Systems
06.2011 - 10.2014
  • Reports directly to the Supervisor, Intake Services. Under normal supervision, reviews inpatient and outpatient authorization requests and directs request to appropriate personnel for medical review, enters authorizations into MSR for medical review, Entered data, generated reports, and produced tracking documents.
  • Gathered and organized materials to support operations.
  • Completed bi-weekly payroll for 30 employees.
  • Entered data, generated reports, and produced tracking documents.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.

Documentation Coordinator

Johns Hopkins University
05.2007 - 01.2012
  • Provide administrative support to the Office of Clinical Research Billing and Quality Assurance within Johns Hopkins Medicine, maintaining complex spreadsheets and accessing data bases related to obtaining or accessing medical records. Create folders and generate audit worksheets using OCIS, Eclipsys, Webex, and Meditech. Prepares status and tracking reports for the Lead(s) and/or Manager; Receives notice of patients to be placed on clinical research bill hold Identifies and places funds on hold in Keane Monitors
  • Enhanced document organization by implementing efficient filing systems and cataloguing protocols.
  • Safeguarded sensitive information through stringent data protection practices and secure storage solutions.
  • Supported successful project completion through diligent monitoring of document submission deadlines and proactive follow-ups with team members.
  • Managed multiple projects concurrently, meeting deadlines while maintaining high-quality standards in documentation deliverables.
  • Increased efficiency of documentation retrieval by creating user-friendly guides and reference materials for staff access.
  • Maintained accurate records by diligently updating database entries and tracking changes to documents.

Administrative Assistant (Psychiatry)

Gevity
05.2004 - 12.2007
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.

Education

GED -

Sparrows Point High School
Baltimore, MD

Skills

  • Problem-solving skills

  • Answering questions

  • Gathering information

  • Follow-up skills

  • Documentation and reporting

  • Schedule adherence

  • Typing speed

  • Remote work capabilities

  • Call center operations

  • Assertiveness

  • Call handling

  • Call center customer service

  • Verbal and written communication

  • Inbound phone calls

  • Data entry

  • Appointment scheduling

Timeline

Contact Center Agent

Wellspan York PA
06.2020 - Current

Practice Manager Leader Surgical Associates

UPMC York, PA
08.2019 - 03.2020

Patient Service Representative (PSR)

Leader Surgical Associates
10.2018 - 08.2019

ER Patient Registrar/part Time Job

Memorial Hospital
01.2016 - 07.2016

Medical Secretary/Front Desk

Lung and Sleep Centers of Maryland
10.2014 - 10.2018

Admin Coordinator

Johns Hopkins Health Systems
06.2011 - 10.2014

Documentation Coordinator

Johns Hopkins University
05.2007 - 01.2012

Administrative Assistant (Psychiatry)

Gevity
05.2004 - 12.2007

GED -

Sparrows Point High School

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