Donald Floyd
Bowie,MD
Summary
Organized Patient Service Representative with 20 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
22
22
years of professional experience
Work History
Patient Services Representative (PSR)
Kaiser Permanente
10.2002 - Current
- Welcomes and greets members at receptionist desk in Ambulatory Surgical Center, main lobby kiosks, and other general areas;
- Assists members by providing exceptional customer service to build strong relationships with patients, leading to increased member loyalty and trust;
- Conducts pre-registration tasks including verifying insurance eligibility requirements, updates demographic information, coordinates appropriate assistance, and creates new accounts;
- Processes requisite paperwork relating to member's visit and ensure efficiency of office operations through proper management of medical records and filing systems;
- Receives and post deductibles and co-payment transactions and discusses options to satisfy financial obligations;
- Retrieves, reconciles, and deposits change fund while assisting with relative billing inquiries;
- Schedules appointments and applies administrative knowledge and courtesy to explain procedures and services;
- Reviews and corrects claim errors to facilitate smooth processing;
- Serves in front-facing role as key point-of-contact between physicians, nurses, technicians, administrators, other professionals involved in provision of quality medical services;
- Engages with patients to provide critical information;
- Maintains patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed;
- Resolves patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions in accordance with policies and brand strategies;
- Manages high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution;
- Trains new staff on filing, phone etiquette, and other office duties;
- Contributes to team efforts in achieving quality assurance benchmarks related to patient services processes;
- Implemented effective time management strategies that allows balance of multiple responsibilities, resulting in improved productivity and patient satisfaction; and
- Recommends service improvements to minimize recurring patient issues and complaints.
Education
No Degree - General Studies
Prince George's Community College
Upper Marlboro, MDSkills
- Insurance Verification
- Patient Registration
- Appointment Scheduling
- Patient confidentiality
- Cross-cultural sensitivity
- HIPAA Compliance
- Customer Service
- Medical Terminology
- Patient Education
- Eligibility Determination
- Problem-Solving
- Team Collaboration
- Money Handling
- Registration and Admissions
Timeline
Patient Services Representative (PSR)
Kaiser Permanente
10.2002 - Current
No Degree - General Studies
Prince George's Community College