Deborah Lilja
Patient Service Representative
Randolph,MA
Summary
Dynamic Patient Service Representative excelling in customer service and HIPAA compliance. Enhanced patient satisfaction through effective appointment scheduling and streamlined workflows. Known for strong communication skills and attention to detail, fostering a welcoming environment and improving overall practice performance.
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
25
25
years of professional experience
Work History
Patient Service Representative
Mass General Brigham
09.2008 - 06.2025
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- 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.
- Used Epic to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
Unit Coordinator
Kindred Hospital Braintree
06.2000 - 07.2008
- Handled confidential patient information with discretion, adhering to HIPAA regulations to protect privacy rights.
- Trained new Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional patient care experiences.
- Achieved appropriate patient flow by admitting, transferring and discharging patients in computer system and notifying appropriate personnel of patient status verbally and through signage.
- Managed medical emergencies calmly and effectively while activating appropriate codes according to hospital policy; ensuring prompt response from specialized personnel.
Education
Associate Of Arts - Early Education
Skills
- Customer service
- HIPAA compliance
- Patient greeting
- Medical terminology
- Office administration
- Directing callers
- Verbal and written communication
- Phone etiquette
- Workflow optimization
- Patient confidentiality
- Scheduling appointments
- Eligibility determination
- Patient check-in
- Call screening
- Team collaboration
- EMR
- Scheduling diagnostic procedures
- Friendly and outgoing
- Attention to detail
Timeline
Patient Service Representative - Mass General Brigham
09.2008 - 06.2025
Unit Coordinator - Kindred Hospital Braintree
06.2000 - 07.2008
Quincy College - Associate Of Arts, Early Education
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