Destiny Roberson
Spring
Summary
Reliable and enthusiastic with experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments.Flexible hard worker ready to learn and contribute to team success.
Overview
5
5
years of professional experience
Work History
Physician Practice Patient Access Representative
Memorial Hermann
11.2023 - Current
- Provide excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process
- Scheduling for over 100 providers
- Answered phone calls and answered questions from potential patients
- Managed high call volume while maintaining professionalism and accuracy when gathering patient information for appointment bookings
- Maintaining a 99% metrics while working from home
- Verifying patients insurance via Epic and Availity
- Making sure patients are scheduled correctly to avoid any errors
- Documenting and handling patients demographics and insurance information or if they’re self pay
- Going over my colleagues scheduled appointments before the office can catch any errors (audits)
- Trained new staff on patient access protocols and customer service standards.
- Collaborated with clinical teams to streamline patient flow and access services.
- Monitored changes in health care industry regulations that impact patient access services.
- Reviewed eligibility requirements for all payer sources prior to registering patients.
- Applied HIPAA privacy and security regulations while handling patient information.
Lead Front Desk Receptionist
Surgical Group of The Woodlands
01.2022 - 11.2023
- Pulling New Patient Paperwork
- Check online insurance verification
- Check Patients Deductibles/ Co- Insurance / Out of pocket fees
- Scan ID’s and Insurance cards
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcome patients to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Greeted incoming patients and verified paperwork to manage smooth intake processes.
- Pulled and organized requested documentation.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Collecting co pays
- Collecting surgical cost
- Scan in new patient paperwork
- Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Implemented office protocols to enhance efficiency in daily operations.
- Trained new hires on receptionist duties such as answering phones, greeting visitors.
Medical Records Clerk
Veterans Evaluation Services
05.2021 - 01.2022
- Scanned incoming documentation.
- Pulled patient charts for upcoming appointments.
- Consolidated diverse medical records.
- Supported administration staff with records requests to support patient care.
- Scanned and validated medical records for upload.
- Generated medical record invoices for requestors.
- Reviewed and verified completeness of medical documentation for accuracy.
- Implemented filing systems to enhance document retrieval efficiency.
- Processed incoming medical records requests.
- Tracked and processed release of information requests.
Education
Some College (No Degree) - Education
The University of Texas At San Antonio
San Antonio, TXSome College (No Degree) -
Southern Hampshire University
New Hampshire, OHSkills
- Epic
- Athena
- eClinical Works
- Availity
- HIPAA compliance
- Customer Service
- Problem Solving
- Payments
- Listening skills
- Medical Records
- Medical Terminology
- Data entry accuracy
- Medical records management
- Insurance verification
- Staff training
- Team collaboration
- Insurance verification expertise
- Appointment scheduling
- Strong empathy
- Medical terminology
Education and Training
- High school Diploma
- Some college credits
Timeline
Physician Practice Patient Access Representative
Memorial Hermann
11.2023 - Current
Lead Front Desk Receptionist
Surgical Group of The Woodlands
01.2022 - 11.2023
Medical Records Clerk
Veterans Evaluation Services
05.2021 - 01.2022
Some College (No Degree) - Education
The University of Texas At San Antonio
Some College (No Degree) -
Southern Hampshire University