Grace Bors
Whitehall,PA
Summary
Motivated and passionate patient service representative skilled in scheduling appointments, verifying insurance, and managing patient records in healthcare settings. Experienced in utilizing electronic medical record systems to maintain patient charts and billing information. Dedicated to providing excellent, accurate, empathetic care.
Overview
6
6
years of professional experience
Work History
Patient Engagement Partner
St.Luke's Physicians Group
General Surgery, Weight Management, ENT
01.2024 - Current
- Efficiently handle inbound patient calls with any patient needs including scheduling, rescheduling, and cancelling appointments, answering questions and concerns within clerical ability, documenting and escalating to proper office staff.
- Skillfully navigate the internal EMR system to assist in patient questions and concerns.
- Adhering to all HIPAA guidelines.
- Ability and knowledge to escalate patient call to clinical staff when necessary.
- Provide a high level of personalized customer service.
- Manage specialty referral workqueues to motivate and assist in scheduling patients who have a doctor referral.
- Consistently exceed departmental quality assurance assessments.
Patient Services Representative
Shady Grove Fertility
03.2023 - 01.2024
- Managed incoming calls from patients seeking assistance or information about their care
- Adhered strictly to departmental protocols for handling sensitive patient information
- Maintained confidentiality of all patient information according to HIPAA regulations
- Performed administrative duties such as ordering supplies, scheduling meetings, and maintaining calendars
- Assisted in the coordination of appointments for patients with physicians and other healthcare providers
- Provided excellent customer service to patients and their families by answering questions, addressing concerns, and resolving issues in a timely manner
- Worked closely with nurses and other medical staff members to ensure quality care was provided to each patient
- Developed relationships with patients through effective communication and interpersonal skills.
Patient Service Representative Call Center
St.Luke's Pulmonary
11.2020 - 03.2023
- Efficiently handled incoming calls for multiple practice locations, while relaying messages to proper clinical team
- Schedule and assist with multiple types of appointments in EMR system
- Providing patient service while adhering to HIPPA guidelines
- Ability to excel in call taking department quotas
- Ability to train new call center representatives.
Delivery/Rideshare
08.2020 - 11.2020
- Utilized relevant map programs and GPS systems to navigate routes
- Checked delivery addresses and verified correct package delivery
- Operated delivery vehicle in accordance with local traffic laws, regulations, and safety standards.
Assistant Toddler Teacher
Lifespan Daycare
02.2020 - 08.2020
- Created organized classroom that encouraged children to create, explore, and make decisions with confidence
- Followed licensing guidelines and company standards to optimize daily care of children
- Assisted in developing age-appropriate curriculum that focused on language, literacy, math, science, social studies, music, art, dramatic play
- Monitored the classroom environment closely to maintain safety standards at all times
- Monitored student progress and provided feedback to parents and supervisors
- Cultivated meaningful relationships with families by providing feedback on their child's progress regularly.
Front End Supervisor
Shoprite of Bethlehem
Bethlehem, PA
02.2018 - 02.2020
- Supervising all aspects of Front End.
- Assisting Cashiers with any customer concern or request, POS system issues, or any workflow questions.
- Delegating and assigning daily tasks to all cashiers, service desk associates, and service clerks.
- Cross-trained in bookkeeping
- Coordinating department breaks, lunches, or any assigned training for the day.
Education
High School Diploma -
Commonwealth Charter Academy
06.2019
Skills
- Multi Line phone system
- Efficient Typing
- Customer Service
- Scheduling
- High understanding of multiple EMR systems
- Medical note-taking
- Referral Coordination
- Active Listening
- Computer Proficiency
- Medical terminology knowledge
- Insurance Verification
- Healthcare industry understanding
- HIPAA Compliance
Timeline
Patient Engagement Partner
St.Luke's Physicians Group
01.2024 - Current
Patient Services Representative
Shady Grove Fertility
03.2023 - 01.2024
Patient Service Representative Call Center
St.Luke's Pulmonary
11.2020 - 03.2023
Delivery/Rideshare
08.2020 - 11.2020
Assistant Toddler Teacher
Lifespan Daycare
02.2020 - 08.2020
Front End Supervisor
Shoprite of Bethlehem
02.2018 - 02.2020
High School Diploma -
Commonwealth Charter Academy