Debbie Peacock

When I first started working for Dr. Kipp Robins office, I was hired as a receptionist for front office. I gradually went to rooming patients, updating patient's medications, and medical history, and symptoms that brought them in. I cleaned and sterilized instruments used. The Office Manager thought it best for all office staff to learn every staff member's job responsibilities and duties, except surgery scheduling. I was a surgery scheduler my last 10 years there.

• Answered phones, scheduled appointments, transferred calls to appropriate staff member. Updated patient information.
• Greet and interact with patient. Checked patient in and out. Collected co-pays.
• Educated patients on pre-surgery requirements, fasting protocols, and recovery time. Provided treatment plan documentation.
• Verified insurance coverage, benefits, and obtained pre-authorizations and pre-certifications as needed.
• Arranged pre-operative and post-operative appointments for surgical patients.
• Scanned all surgical documents into patient's chart.
• Faxed lab and radiology scan orders. Implemented referrals online, and called or faxed prescriptions to pharmacies.
• Arranged equipment needed by surgeon in advance.
• Adhered to HIPAA guidelines and clinic policies, maintaining confidentiality in handling patient information.
• Updated patient records to reflect upcoming surgeries and medical histories.

• Managed high call volume while maintaining professionalism and attention to detail.
• Documented each call with all questions, concerns, and information given and noted.
• Addressed customer satisfaction by resolving insurance-related inquiries and concerns.
• Fielded customer complaints, sending complex issues to management for resolution.
• Assisted clients in filing claims, coordinating with adjusters to expedite payment of claims.
• Verification of insurance benefits to customer or Provider.