Elizabeth Penny
Cincinnati
Summary
Experienced Patient Service Representative with over 15 years in high-volume healthcare operations. Skilled in patient registration, insurance verification, appointment scheduling, and electronic medical records management. Known for accuracy in fast-paced settings and fostering strong relationships with patients and healthcare teams. Instrumental in training new staff and enhancing workflow efficiency.
Overview
22
22
years of professional experience
Work History
Patient Service Representative
UC Health
Cincinnati
12.2019 - Current
- Register patients and verify demographic and insurance information for accurate billing and care.
- Coordinate scheduling and appointment changes for multiple providers in a busy medical practice.
- Collect copayments and prepare daily financial deposits with a high level of accuracy.
- Manage high-volume inbound calls from patients, pharmacies, and healthcare professionals.
- Process medication refill requests and route clinical messages to providers.
- Maintain accurate EMR documentation while ensuring HIPAA compliance.
- Process medical record requests and distribute incoming faxes.
- Train and mentor new employees on registration procedures, office workflows, and patient service standards.
- Consistently recognized for professionalism, accuracy, dependability, and compassionate patient care.
Customer Service Claim Representative
UMR / UnitedHealth Group
09.2018 - 11.2019
- Educated members on employer-sponsored medical benefits and coverage.
- Verified eligibility, precertifications, and medical claims information.
- Investigated claim discrepancies, overpayments, and recoupments.
- Documented customer interactions and resolved complex issues while meeting quality and productivity standards.
Server / Trainer
Chili's Grill & Bar
Cincinnati
10.2012 - 07.2018
- Delivered exceptional customer service in a fast-paced environment.
- Trained and mentored newly hired team members.
- Managed POS transactions, cash handling, and customer issue resolution.
Customer Service Representative
Pure Romance, Inc.
01.2005 - 01.2010
- Assisted customers and consultants by providing timely resolution of account and product inquiries.
- Researched and resolved customer concerns through phone, email, and fax, ensuring customer satisfaction.
- Collaborated with management to address customer complaints, enhancing overall service quality.
Education
Business Information Technology Certificate -
Live Oaks Vocational School
Milford, OHHigh School Diploma (College Preparatory) -
Milford High School
Milford, OHSkills
- Patient Registration
- Patient Access
- Appointment Scheduling
- Insurance Verification
- Benefits Eligibility
- Prior Authorizations
- Medication Refill Requests
- Medical Documentation
- EMR management
- HIPAA Compliance
- Medical record processing
- Scheduling systems
- Phone system operations
- Microsoft Office Suite
- Microsoft Office
- Administrative Support
- Customer Service Excellence
- Conflict Resolution
Timeline
Patient Service Representative
UC Health
12.2019 - Current
Customer Service Claim Representative
UMR / UnitedHealth Group
09.2018 - 11.2019
Server / Trainer
Chili's Grill & Bar
10.2012 - 07.2018
Customer Service Representative
Pure Romance, Inc.
01.2005 - 01.2010
Business Information Technology Certificate -
Live Oaks Vocational School
High School Diploma (College Preparatory) -
Milford High School