Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
Contact Center Specialist
UPMC
01.2024 - Current
Work in a call center environment.
Answer calls and assist patients with scheduling and rescheduling appointments.
Have and use strong customer service, phone, and computer skills.
Answers multi-line telephone system, with a clear focus on patient satisfaction and first call resolution while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and time slots are utilized.
Redirect telephone calls and takes messages, when appropriate, interacting with the staff and leadership of other departments when necessary.
Review, verify and enter the patient's demographic, financial, and insurance information to ensure data integrity.
Enters or updates information in the appropriate system(s) accurately, verifies and revises existing information on patients that have not been interviewed within the past 30 days.
Completes forms, upload, scan, or fax documents as required for patient appointment.
Follow-up on any incomplete or inaccessible information to assure a completed record.
Obtains, verifies and corrects registration information of new and existing patients.
Mail new patient packets prior to scheduled appointment and handle medicine refill requests.
Acts as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), billing, claims, and various patient related inquiries.
Identifies and takes action to address patient concerns by utilizing effective decision-making skills to know when to handle call, send call to in-house clinical staff or send call to physician's office to meet patient's needs.
Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
Contacts guarantors, third party payors, and/or other outside agencies for payment of balances due.
Counsel patients on various local, state and federal agencies, which may be available to assist with funding of health care.
Assist patients that call with access issues for their MyUPMC account, telemedicine visit, or any other on-line access concerns.
Contact patients to discuss their post-discharge appointment requirements; follow-up and coordinate all appointments for patient.
Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure lowest number of days possible on accounts receivable.
Assign accounts deemed un-collectible to external collection agencies on monthly basis.
Document all actions taken on patient account.
Review on-line account history and EOB's to ensure all payers have been billed and to validate accuracy of payments and adjustments posted.
Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring account balance to zero.
Identify and take action towards resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc.
Adhere to Fair Debt Collection Practices Guidelines and understands the laws and regulations applicable to job functions.
Performs in accordance with system-wide competencies/behaviors.
Performs other duties as assigned.
Medical Office Associate I
Penn State Health Medical Group
05.2021 - 12.2023
Answered phone calls and messages for 100+-physician hospital medical facility, scheduling appointments, and handling patient inquiries.
Enhanced patient satisfaction by efficiently managing appointment scheduling and maintaining accurate medical records.
Contributed to success of quality improvement projects within practice by identifying inefficiencies in processes and recommending solutions that positively impacted patient outcomes.
Developed strong relationships with patients and their families, fostering trust and open communication throughout their care journey.
Streamlined office operations by organizing and updating medical files, ensuring easy access for healthcare providers.
Played vital role in staff training initiatives by mentoring new hires on medical office procedures, software applications, and best practices for patient care.
Contributed to achievement of practice goals by collaborating with team members to identify areas for improvement in workflow processes.
Ensured compliance with HIPAA regulations through diligent management of patient information and strict adherence to confidentiality policies.
Boosted productivity within medical office through effective management of administrative tasks such as billing, coding, and data entry.
Elevated patient experience with friendly interactions at check-in/check-out while diligently verifying demographic information for accuracy during each visit.
Managed financial aspects of practice including processing payments, submitting insurance claims, and tracking outstanding balances to ensure profitability.
Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
Registered patients and completed associated paperwork for accurate records.
Used Revenue Cycle to schedule appointments for doctor visits and procedures.
Performed various administrative tasks by filing, copying and faxing documents.
Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Updated patient information and insurance details for accurate electronic medical records.
Medical Assistant
Keystone Pain and Rehabilitation
07.2019 - 09.2020
Answered phones and routed calls/messages appropriately.
Greeted and checked in patients with energetic, positive, and welcoming demeanor.
Verified patient demographics, health, pharmacy, and insurance information.
Assisted patients with Insurance authorizations for prescribed medications using NaviNet and contacting appropriate representative of patient’s insurance.
Collected and posted co-payments and/or other fees.
Roomed patients and acquired vitals using automatic blood pressure monitor.
Scheduled patients at checkout using MEDENT EMR software.
Received, moved, and stocked ordered supplies/inventory.
Tracked inventory of supplies using Microsoft Access, as well as taking physical, monthly counts of supplies/inventory.
Prepared, stocked, and cleaned exam rooms.
Sorted and sent mail.
Administered UDT screens and prepared samples for shipment to appropriate lab for processing.
MEDENT efficient, including but not limited to updating patient's charts, executing, and answering triages, and sending electronic prescriptions to pharmacies for non-controlled substances.
Referred billing questions to respected parties appropriately.
Printed itemized statements, as requested by patients.
Received, sent, and distributed correspondence as directed.
Filed and scanned medical documents and office forms as directed.
Operated, used, and maintained medical and office equipment as trained.
Provided positive, warm, and friendly service in all interactions.
Adhered to all established policies and procedures.
Completed other duties as directed.
Food Service Supervisor
West Shore School District
04.2015 - 06.2019
Oversaw training of more than 4 team members.
Reduced food waste by implementing proper inventory tracking and storage practices.
Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
Maintained health and food safety standards at all stages, from storage through delivery.