Elizabeth Butler
BILLINGS,Montana
Summary
Professional with significant experience in patient services, ready to enhance patient experience. Skilled in managing patient interactions, scheduling, and administrative tasks. Strong focus on teamwork and adaptability ensures consistent and reliable support. Known for excellent communication skills, empathy, and problem-solving abilities.
I have years of experience in various industries (details listed below) that would make me an exceptional asset to your company! I have worked in hospitality, non-profit for community resources, retail, and medical fields for small-scale and large-volume companies with maximal success. Customer service has always been the paradigm of my career and is a strong passion of mine, and I strive to leave a positive, long-lasting impression everywhere I go.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Patient Services Representative
Intermountain Healthcare
04.2023 - Current
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Increased efficiency of office operations through proper management of medical records and filing systems.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Coordinated referrals to specialists when necessary, ensuring seamless continuation of care for patients with complex needs.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Organized patient records and database to facilitate information storage and retrieval.
PATIENT ACCESS REP.
GLENDIVE MEDICAL CENTER
09.2020 - Current
- I specialize in all registration information; demographics, employment, insurance categorization and billing
- Other duties and responsibilities include answering a multi-line phone system, transferring calls to medical staff and non-medical staff, assessing patient information for emergency and urgent care needs, receiving referrals and coordinating benefits for qualified patients
- I am part of our Business Department and am the first-line customer service that also manages patient information and billings from start to finish, as well as giving excellent customer service
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Conducted regular audits of patient accounts to identify discrepancies, resulting in improved financial outcomes for the organization.
- Supported the implementation of new EMR software, facilitating a smooth transition for staff and patients alike.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Assistant Manager/Lead Barista
Get Em Here
06.2017 - 09.2020
- I managed a coffee shop with a boutique attached, and also managed billing/payments for repeat customers who had a monthly expense account
- I also managed items on consignment in our shop and sent invoices/payments to said companies, as well as daily duties as a barista such as, but not limited to; experience assisting customers before, during, and after purchases to satisfy customer needs, experience preparing and serving a variety of coffee and tea beverages, experience in a food service environment, knowledge of basic mathematical concepts, POS software and hardware, serving food/beverages, and inventory management
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
General Merch/Closing Manager
REYNOLDS MARKET
03.2016 - 01.2020
- Overseeing the planning and implementation of merchandising strategies, creating eye-catching store layouts that showcase the brand and aesthetic of the company, negotiating the costs of inventory for multiple stores in rural Montana, preparing annual and quarterly budgets, and presenting them to the general and regional management team, identifying trends and monitoring supply and demand, tracking inventory movement and systematically introducing promotions, sales, price changes, etc
- Managing FOH and BOH for closing shifts as well as overnight stocking teams goals/duties for specific night shifts
- Till consolidation and deposit management for every cashier at end of shift
- Reporting to General Manager on weekly one-on-one meetings to discuss goals set and met, loss prevention strategies, and budgeting/forecasting, etc
- Operated at a +1.6% average sales increase for the duration of my employment
Administrative Executive
Put Hunger Away Today
05.2010 - 01.2016
- Company Overview: non-profit
- Office management and excellent Microsoft Office programs skills
- Event planning
- Data management
- Meticulous organizational skills
- Public speaking and strong speech writing skills
- Volunteer recruitment and management
- Energetic interpersonal skills, excellent time management skills and scheduling
- Budget preparation and presentation to board of directors
- Prepared correspondence and promotional materials to local business and resources to stop hunger at a community level for at-risk citizens
- Non-profit
- Handled confidential information with utmost discretion, ensuring sensitive data was protected from unauthorized access.
- Collected data, input records, and protected electronic files.
- Implemented document management system that streamlined filing processes and facilitated easy retrieval of information.
- Developed comprehensive filing system, enabling quicker access to critical documents and reducing misplacement incidents.
- Volunteered to help with special projects of varying degrees of complexity.
- Took notes and dictation at meetings.
Education
HIGH SCHOOL DIPLOMA - GENERAL EDUCATION
Skyview High School
Billings, MT05.2008
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Monitoring and correcting registrations/visit encounters that have coding issues that require correction before it can be electronically submitted for billing for registration and various clinic processes; known also as Claim Edit or Charge Review
- Complete EOD reconciliation and reporting to appropriate channels for the PSRs in my current clinic location
- I manage/over-see the reporting and utilization of the ROR (Reach Out & Read) program for our current clinic to the program directors and my clinic manager daily, monthly and yearly
- Manage/upload medical record documents into the EHR system via Solarity; Super-user for my current clinic and in charge of managing other users' dashboards and deficiency lists when applicable
- Submit and monitor pre-cert/prior authorization requirements for multiple functions, including but not limited to; TriCare West, VA Community Care, Medicaid, etc
- Verify eligibility for all insurances via many third party eligibility platforms including, but not limited to; Experian OneSource, Conduent Medicaid Portal, Noridian Medicare Portal, Availity, etc
- Closely monitor existing insurance mapping in Epic and correct/report any changes that may effect billing or benefits
Certification
- Nursing Assistant Certification, 07/09
- Basic Life Skills Certification, 04/10
Accomplishments
Implemented efficient 'bin-system' and medical record system in order to disperse pertinent information and documents to all staff members with maximal success.
Timeline
Patient Services Representative
Intermountain Healthcare
04.2023 - Current
PATIENT ACCESS REP.
GLENDIVE MEDICAL CENTER
09.2020 - Current
Assistant Manager/Lead Barista
Get Em Here
06.2017 - 09.2020
General Merch/Closing Manager
REYNOLDS MARKET
03.2016 - 01.2020
Administrative Executive
Put Hunger Away Today
05.2010 - 01.2016
HIGH SCHOOL DIPLOMA - GENERAL EDUCATION
Skyview High School