Heather Myles

• Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
• Streamlined referral processes for increased efficiency, resulting in timely appointments for patients.
• Acts as a liaison between hospitals, health plans, physicians, patients, vendors, and other referral sources
• Assigns escalated referrals to staff as appropriate
• Verifies insurance coverage and completes pre-authorization process for radiology and other imaging exams (CT, MRI, MRA, PET, et.) following established processes and procedures
• Responds to inbound calls initiating exam requests following established processes, meets quality and production standards
• Enters referrals, documents communications and actions in system
• Manage operations through organizing, scheduling, and monitoring department workload
• Collaborated with clinical and administrative staff to meet patient needs
• Organized and maintained records by updating and obtaining both personal and financial information from patients
• Applied HIPAA privacy and security regulations while handling patient information
• Verified demographics and insurance information to register patients in the computer system

Managed operations through organizing, scheduling, and monitoring department workload

• Organized and maintained records by updating and obtaining both personal and financial information from patients
• Applied HIPAA privacy and security regulations while handling patient information
• Verified demographics and insurance information to register patients in computer system
• Obtained necessary signatures for privacy laws and consent for treatment.
• Partnered with quality assurance teams in conducting ongoing evaluations of Patient Access department's performance, leading to continuous improvements in service delivery.
• Conducted regular audits of patient accounts to identify discrepancies, resulting in improved financial outcomes for the organization.
• Promoted a positive workplace culture by demonstrating respect, empathy, and professionalism in all interactions with patients, colleagues, and other stakeholders.
• Mentored junior Patient Access Representatives, providing guidance and support for their professional development.
• Facilitated strong communication and collaboration within the department by organizing regular team meetings and initiating open discussions on areas of concern or potential improvement.
• Verified patient insurance eligibility and entered patient information into system.

• Applied knowledge of payer requirements and utilized online eligibility systems to verify patient coverage and policy limitations
• Completed registration procedures for patients, expertly inputting information to meet provider, facility, and legal requirements
• Answered clinical team questions and advice on correct notes
• Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations
• Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies, and list of accepted insurance plans
• Obtained necessary signatures for privacy laws and consent for treatment
• Processed patient responsibility estimate determined by insurance at pre-registration
• Checked stock to determine inventory level and placed orders for needed supplies
• Compiled information from patients and caregivers or family members to identify care concerns
• Counseled patients on potential financial liabilities and payment requirements
• Stayed current on community-based resources and services useful to patients.

• 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.
• Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
• Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
• Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
• Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
• Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
• Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
• Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
• Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
• Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
• Boosted team morale and productivity by sharing knowledge and best practices in patient access processes.
• Improved patient satisfaction by efficiently managing registration and intake processes.
• Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.

• Established department goals and deadlines
• Achieved program goals by effectively motivating and supervising medical, technical, and clerical staff
• Coordinated resources and delegated assignments to maintain efficient building operations within medical staff
• Hired and coordinated with vendors to perform preventive maintenance work at the facility.
• Conducted regular performance evaluations for staff members, providing constructive feedback for professional growth.
• Responded on 24-hour, 7-day basis to significant unusual occurrences.
• Supervised maintenance staff in routine tasks as well as larger-scale projects to uphold cleanliness standards throughout the facility.
• Managed vendor relationships, negotiating contracts for cost savings and improved service quality.
• Monitored staff success and conducted physical inspections of facility to comply with policies and procedures.
• Assisted in the recruitment process by interviewing candidates, evaluating skills fit, and making hiring recommendations based on organizational needs.
• Implemented energy-saving initiatives that reduced overall utility expenses without sacrificing comfort or functionality.
• Directed department functions, activities and supervision of personnel.
• Increased employee satisfaction by addressing concerns, fostering a positive work environment, and promoting professional development opportunities.
• Reduced operational costs with thorough budget analysis and identifying areas for improvement.
• Oversaw daily operations, delegating tasks to appropriate team members to ensure smooth workflows.
• Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.