Heather Hite
Willis,TX
Summary
Proven Patient Service Representative with a track record of enhancing patient satisfaction and streamlining appointment processes at Northwoods Urology of Texas. Skilled in HIPAA compliance and customer service, I increased practice revenue through effective payment collection and relationship building. Expert in healthcare administration, I excel in multitasking and fostering positive patient experiences. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
10
10
years of professional experience
Work History
Patient Service Representative
Northwoods Urology of Texas
12.2014 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used ECW to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Took copayments and compiled daily financial records.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Developed and implemented customer service policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Resolved customer complaints using established follow-up procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Delivered support to medical staff in completion of patient paperwork.
Patient Service Representative
Woodlands Gynecology & Aesthetics
05.2019 - 01.2021
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Care Cloud to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Developed and implemented customer service policies and procedures.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Resolved billing inquiries and disputes in timely fashion.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Trained new staff on filing, phone etiquette and other office duties.
- Greeted and assisted patients with check-in procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Delivered support to medical staff in completion of patient paperwork.
- Recommended service improvements to minimize recurring patient issues and complaints.
Education
GED -
Conroe High School
Conroe, TX06.2004
Skills
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Appointment Scheduling
- Patient confidentiality
- Payment Collection
- Scheduling appointments
- Patient greeting
- Office Administration
- Data entry proficiency
- Document filing
- Healthcare industry understanding
- Reception Management
- Phone and Email Etiquette
- Problem-Solving
- Multitasking and Organization
- Patient Registration
- Money Handling
- Patient check-in
- Registration and Admissions
- Payment Processing
- Registration management
- Relationship Building
Timeline
Patient Service Representative
Woodlands Gynecology & Aesthetics
05.2019 - 01.2021
Patient Service Representative
Northwoods Urology of Texas
12.2014 - Current
GED -
Conroe High School
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