DENISE HUGHES
Jackson,MS
Summary
Cordial Patient Access Representative with extensive track record of successfully handling busy medical office tasks to serve diverse populations. Career-minded and organized professional skillful in maintaining patient accounts, arranging immediate medical care and verifying insurance claims. Familiar with medical and clinical terminology coupled with proficiency in MS Office.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ADVANCED MEDICAL SUPPORT ASSISTANT
G. V. Sonny Montgomery VA Medical Center
Jackson, MS
07.2020 - Current
- Resolves questions regarding schedules, and course content requirements with a variety of training coursework
- Recommends for insights that are needed in training materials used by Education and Training related to assigned areas, clinical duties or programs
- Effectively communicates and treat veterans, their representatives, visitors and all staff in a courteous, tactful, and respectful manner
- Evaluate and develop employee development programs, training plans, course methods, materials and aids with assistance or advice with new employee staff
- Performed clerical duties, such as word processing, data entry, answering phones and filing
- Possesses advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
- Supported providers in outpatient medical office through coordinating all administrative operations
- Collected forms, copied insurance cards, and coordinated patient information for billing and insurance processing
- Customer service with ability to identify customer concerns, and refer to appropriate staff, as necessary, to ensure satisfactory resolution
- Work independently in accomplishment of wide variety of duties performing patient support work
- Assisted with learning principles to resolve basic problems related to training and clinical scheduling functions
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods
- Monitored participant workflow and behaviors throughout training process
- Worked with central management to identify, plan, align and address training needs
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Conducted staff trainings with emphasis on Referral Coordination Team and Consult Tracking Manager
- Monitored and reported trainee progress, introducing new learning tools to address individual needs
- Assisted coworkers and staff members with special tasks on daily basis
- Provides customer, veterans and representatives with consistent information established policies and procedures.
ADMISSIONS REPRESENTATIVE
Mississippi Baptist Health Systems
Jackson, MS
03.2014 - Current
- Efficiently performed insurance verifications, pre-certifications, and pre-authorization functions
- Maintained privacy of patients' information
- Improved timely payment of bills by developing flexible payment plans for patients
- Gathered forms, copied insurance cards to collect patient information for billing and insurance filing
- Always adhered to strict HIPAA guidelines to protect patient privacy
- Received, recorded, and filed medical payments by check, cash, and credit card
- Followed specific security rules and guidelines to protect sensitive data, including patient medical records and payment card information
- Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
- Created reports and provided administrative support of training systems and databases such as Oracle, Relias, and SharePoint
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians
- Stayed calm under pressure to and successfully dealt with difficult situations
- Prepared patient identification band and completed admissions papers
- Performed patient pre-admission, admission, transfer and discharge activities.
PATIENT SERVICE COORDINATOR II
University Of Mississippi Medical Center
Jackson, MS
04.2019 - 07.2020
- Took copayments and compiled daily financial records
- Assisted patients in filling out check-in and payment paperwork
- Educated patients on plans for treatment and payments
- Communicated effectively with staff, patients and insurance companies by email and telephone
- Reviewed charts and flag incomplete or inaccurate information
- Developed, assisted in revising courses and instructional materials and guides
- Kept accurate log of all requests for medical information and records
- Identified new methods to make medical records management workflows more efficient
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers
- Assisted in administrative support that entails determining approach and methods needed to process personnel action, and ensures related Work life Benefits, Leave Administration and Reasonable Accommodation functions are completed in timely fashion
- Knowledge of payroll processing in order to facilitate new hire payroll document completion and successful handoff to payroll department
- Ability to assess pay related issues in HR Smart and coordinate appropriate resolution.
CUSTOMER SERVICE REPRESENTATIVE
University Of Mississippi Medical Center
Jackson, MS
07.2017 - 04.2019
- Communicated effectively with staff, patients and insurance companies by email and telephone
- Utilized Epic to manage and confirm patient data, such as insurance, demographic, and medical history information
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
- Posted payments to accounts and maintained records
- Scheduled appointments and updated calendars
- Answered constant flow of customer calls with minimal wait times
- Educated customers about billing, payment processing and support policies and procedures
- Trained new personnel regarding company operations, policies and services
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Managed timely and effective replacement of damaged or missing products
- Scheduled for 30 or more providers in Specialty Care, Primary Care, ENT, and Ophthalmology.
PRE-REGISTRATION SPECIALIST
Mississippi Baptist Health Systems Inc
Jackson, MS
06.2016 - 07.2017
- Received, recorded, and addressed incoming and outgoing communication via telephone and email
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience
- Located, checked in and pulled medical records for patient appointments and incomplete charts
- Verified insurance coverage and obtained pre-authorizations
- Improved timely payment of bills by developing flexible payment plans for patients
- Coordinated front office duties, including customer service, patient scheduling and billing.
Education
Bachelor of Science - Health Administration
Strayer University
10.2024
Associate of Arts - Business Administration
Holmes Community College
05.2020
High School Diploma -
Murrah High School
05.2007
Skills
- Medical coding understanding
- EMR / EHR
- Data collection and management
- Healthcare billing/ medical insurance
- Prior authorization processing
- Accounts payable and receivable
- Office Management/Office Administration
- Proficient in written and spoken English
- Proficient in internal and external patient scheduling
- Conflict resolution abilities
- Organizational Awareness
- Team Leadership
- Referral Coordination Team
- Medical Office Support Expertise
- Customer Service
- Individualized Instruction
- Coaching and Development
- Facilitate Group Discussions
- Timekeeping
- Orientation Procedures
Certification
Certified Medical Administrative Assistant, 01/2020, 01/2022
Training
South Central Veterans Affairs Health Care Network’s Emerging VA Leaders (EVAL) Graduate 2024
Accomplishments
- Golden Key Honor Society
- Emerging VA Leaders Graduate
- Referral Coordination Team Trainer
References
References available upon request.
Timeline
ADVANCED MEDICAL SUPPORT ASSISTANT
G. V. Sonny Montgomery VA Medical Center
07.2020 - Current
PATIENT SERVICE COORDINATOR II
University Of Mississippi Medical Center
04.2019 - 07.2020
CUSTOMER SERVICE REPRESENTATIVE
University Of Mississippi Medical Center
07.2017 - 04.2019
PRE-REGISTRATION SPECIALIST
Mississippi Baptist Health Systems Inc
06.2016 - 07.2017
ADMISSIONS REPRESENTATIVE
Mississippi Baptist Health Systems
03.2014 - Current
Bachelor of Science - Health Administration
Strayer University
Associate of Arts - Business Administration
Holmes Community College
High School Diploma -
Murrah High School