Denise Hughes
Jackson,United States
Summary
Seasoned Advanced Medical Support Assistant with a proven track record at G.V. (Sonny) Montgomery VA Medical Center, excelling in HIPAA compliance and patient communication. Demonstrated expertise in medical billing and conflict resolution, significantly enhancing patient care and office efficiency. Skilled in EPIC Systems, embodying professionalism and ethical standards in high-stress environments.
Overview
11
11
years of professional experience
Work History
Advanced Medical Support Assistant
G.V. (Sonny) Montgomery VA Medical Center
07.2020 - Current
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
- Verified and updated clinical records.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Improved office productivity by organizing supplies inventory management system resulting in lower costs.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Oriented and trained new staff on proper procedures and policies.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Streamlined patient check-in process with effective communication and organization skills.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- 40 Hours/ Weekly
Admissions Representative
Mississippi Baptist Medical Center
03.2014 - Current
- Streamlined emergency room admissions process, resulting in reduced patient wait times.
- Collaborated with medical staff to ensure timely treatment for critically ill patients.
- Implemented daily audits of registration data entry processes to identify potential areas for improvement and enhance overall efficiency within the ER department.
- Served as a liaison between patients, families, and medical staff, fostering clear communication during critical moments.
- Managed high-stress situations by maintaining a calm demeanor and ensuring proper procedures were followed.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Reduced errors in billing by accurately maintaining patient records with updated insurance information.
- Trained new staff on current, correct insurance verification procedures.
- Posted payments to accounts and maintained records.
- Maintained up-to-date knowledge of insurance policies and changes, aiding in accurate verification.
- Played critical role in financial counseling team, advising patients on insurance-related matters to optimize their healthcare expenditure.
- Exhibited strong problem-solving abilities when faced with complex registration scenarios, ensuring that all necessary information was obtained for accurate patient records.
- Provided exceptional customer service to diverse populations, accommodating language barriers or special needs when necessary during the registration process.
- 40 Hours/ Weekly
Patient Service Coordinator II
University of Mississippi Medical Center, UMMC
04.2019 - 07.2020
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
- Helped patients complete necessary medical forms and documentation.
- Improved billing accuracy by diligently verifying insurance coverage and updating patient financial records accordingly.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Collaborated with team members to maintain an organized inventory system for dental supplies and office materials.
- Supported dental staff during peak times by assisting with patient preparation and post-care instructions.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Processed medical insurance claims and payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- 40 Hours/ Weekly
Customer Service Representative
University of Mississippi Medical Center, UMMC
07.2017 - 04.2019
- Answered and directed phone calls, filed documents, performed data entry and handled billing.
- Assessed customer issues and identified resources and tools to provide solid solutions.
- Managed sensitive patient information with strict adherence to HIPAA regulations, ensuring confidentiality and data security.
- Provided patients with educational resources related to their medical conditions or treatments, promoting informed decision-making and proactive selfcare.
- Responded proactively and positively to rapid change.
- Managed high-volume scheduling demands by prioritizing tasks according to urgency and resource availability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Adapted quickly to unexpected changes in staffing or workload levels, ensuring minimal disruption to daily operations.
- 40 Hours/ Weekly
Education
Bachelor of Science - Health Care Administration
Strayer University
MS Global 09.2024
Associate of Arts - Business Administration And Management
Holmes Community College
Ridgeland, MS05.2020
Associate of Arts - Business Management
Hinds Community College
Raymond, MSHigh School Diploma -
William B. Murrah High School
Jackson, MS05.2007
Skills
- Conflict resolution techniques
- Patient Communication
- HIPAA Compliance Understanding
- Medical billing experience
- Appointment Scheduling Expertise
- Professionalism and Ethics
- Medical terminology understanding
- Medical coding familiarity
- Data entry proficiency
- Medical Office Procedures
- Healthcare Billing Knowledge
- Emergency procedures understanding
- EPIC Systems Knowledge
- Proficient in Written/Spoken English
- Operations Management
- Leadership Development Training
Accomplishments
- Collaborated with team of 12 in the development of SHEP Program for employees and veterans.
- Emerging VA Leaders Training (Veteran Affairs) - Certificate of Graduation
Timeline
Advanced Medical Support Assistant
G.V. (Sonny) Montgomery VA Medical Center
07.2020 - Current
Patient Service Coordinator II
University of Mississippi Medical Center, UMMC
04.2019 - 07.2020
Customer Service Representative
University of Mississippi Medical Center, UMMC
07.2017 - 04.2019
Admissions Representative
Mississippi Baptist Medical Center
03.2014 - Current
Bachelor of Science - Health Care Administration
Strayer University
Associate of Arts - Business Administration And Management
Holmes Community College
Associate of Arts - Business Management
Hinds Community College
High School Diploma -
William B. Murrah High School
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