Desiree Anderson
Summary
Experienced with patient registration, insurance verification, and managing patient inquiries. Uses effective communication to ensure seamless patient interactions and adherence to healthcare protocols. Track record of enhancing patient satisfaction through efficient and compassionate service.
Overview
8
8
years of professional experience
Work History
Patient Access Specialist
Dartmouth-Hitchcock Clinic
07.2023 - Current
- Assisted patients with rescheduling, canceling, confirm and scheduling appointments ensuring effecticent coordination with providers and clinic.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Register new patients, set and/or switch patient PCP.
- Address and resolve patient concerns, send messages and/or make hot calls to triage nurses, clinical staff, department secrataries.
- Document patient interaction thoroguhly and accuretly in CRM while following department protocols.
- Process referrals, prior authorizations, prescription renewals, and other request.
- Communicate with providers and internal teams via phone, secure messages, or email.
- Enhance patient satisfacation by efficiently addressing and resolving healthcare related inquiries.
- Developing strong relationships with patients by providing empathetic support and understanding during challenging health situations.
- Adapt quickly to change in policies or procedural updates within the clinic, maintaining consititent levels of efficiency and accuratey in daily tasks.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Emailed and/or faxed over patient office notes from visits, test results, lab orders, forms and immunization records.
Patient Service Representative
Molina Healthcare
11.2022 - 06.2023
- Maintained accurate patient records, ensuring compliance with privacy regulations and data integrity.
- Demonstrate ability to quick build rapport and respond to customers in an empathetic manner by identifying and exceeding customers expectations.
- Analyze clinical service request from members or providers against evidence based clinical guidelines.
- Collaborated with healthcare providers to ensure timely communication of patient needs and updates.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Entered patient demographic and insurance data into electronic medical record system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
- Make welcome calls and assist members and patients with benefits and insurance information.
- Outreach to patients to schedule appointments for preventive health screenings, asses for high risk or other healthcare appointments.
- Adheres to service specialized workflows for multiple office systems. Follow protocols builtin the software, navigating quickly between multiple computer systems with dual monitors, and documented practices schedule requirements.
Customer Service Agent
Webhelp Americas
03.2021 - 10.2022
- Help customers locate and/or track orders via database and distribution website.
- Responsible for tracking and maintaining inventory information of IKEA products located at each IKEA store.
- Identify discrepancies, errors, or missing information, update customer information as needed.
- Help and give customers knowledge of the IKEA project card and IKEA credit card.
- Manage timely and effective replacement of damaged or missing products.
- Delivered comprehensive training sessions increasing product knowledge and advocacy.
- Emailed customers IKEA catalogs, responded to emails in regards to when items would be in stock and exact location items would be held at.
- Processed credit cards, debit cards, and gift card purchases.
- Reported items to locate and found through system for customers.
- Investing and resolved accounting, service and customer delivery experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services creating welcoming and positive experience.
Customer Service Representative
Accenture
01.2020 - 02.2021
- Answering incoming calls, chats, and email.
- Conduct outreach phone calls and/or email.
- Provide outstanding customer service.
- Recognize and follow call flows with script.
- Research and review customer inquiries.
- Research information using multiple systems.
- Relay research findings and outcomes to customers.
- Identify and escalate appropriate issues.
- Clearly document call information and encounters in call logs.
- Recognize and alert management of risks and trends.
- Quickly transition from one task to another.
- Maintain a professional demeanor.
- Other duties as assigned.
Customer Service Representative
United Healthcare
11.2017 - 12.2019
- Documented service interactions meticulously to maintain compliance with healthcare regulations and standards.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintain knowledge of current health plan requirements for credentialing providers including managing delegated health plans.
- Set up and maintain provider information in online credentialing database and system.
- Assist new or potential members in the choice of PCP and supplies general information about medical group.
- Assist patients with payment processing, invoicing explanation, payment due dates and billing questions.
- Create documentation for patients and payers in regard to premium balances as well as billing statements.
- Handling prescriptions and sending over information to the pharmacy.
- Make outbound calls to patients to schedule doctor appointments and remind patients of scheduled appointments.
Education
High School Diploma -
James Madison High School
Houston, TX06-2013
Skills
- HIPAA compliance
- Documentation accuracy
- Patient scheduling
- Patient registration
- Specialist referrals
- Authorization verification
- Phone and email etiquette
- Payment processing
- Relationship building
- Electronic health records
- Patient identity verification
- Outbound calling
- Patient confidentiality
- Appointment scheduling
- Inbound call management
- Task prioritization
Timeline
Patient Access Specialist
Dartmouth-Hitchcock Clinic
07.2023 - Current
Patient Service Representative
Molina Healthcare
11.2022 - 06.2023
Customer Service Agent
Webhelp Americas
03.2021 - 10.2022
Customer Service Representative
Accenture
01.2020 - 02.2021
Customer Service Representative
United Healthcare
11.2017 - 12.2019
High School Diploma -
James Madison High School
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