Open To Work
Heather Tucker
Burton
Work Preference
Summary
Detail-oriented professional with extensive experience in medical records management, patient interaction, and office administration. Proven ability to uphold HIPAA guidelines and streamline front desk operations, ensuring a seamless patient experience. Eager to leverage skills in appointment scheduling and customer relations in a new challenging role.
Empathetic Patient Access Representative known for high productivity and efficiency in task completion. Specialize in patient registration, insurance verification, and appointment scheduling. Excel in communication, problem-solving, and time management skills, ensuring smooth operations within healthcare settings. Commit to delivering exceptional patient service by utilizing soft skills effectively in fast-paced environments.
Patient Access Representative with background in managing patient admissions, insurance verification, and scheduling appointments. Possess strong communication skills to professionally interact with patients, families, and healthcare professionals. Demonstrated ability to maintain confidentiality while providing high-quality customer service. Notable contributions include improving workflow efficiency and reducing patient wait times.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Patient Access Representative
Digestive Disease and Nutrition Center
Burton
04.2026 - Current
- Welcomed patients and verified insurance information upon arrival.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Verified insurance coverage for services provided by the facility.
- Educated patients on office policies and procedures during visits.
- Managed phone communications to address inquiries and facilitate appointments. promptly in a professional manner.
- Scheduled appointments and confirmed patient eligibility for services.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Collected co-pays and other payments from patients at time of service.
- Communicated financial obligations to patients and collected fees at time of service.
- Collaborated with healthcare providers to streamline patient access processes.
- Coordinated communication between patients, providers, and insurance companies.
- Managed patient referral process for timely access to specialists.
- Prioritized referrals according to urgency and adhered to appropriate referral deadlines.
- Tracked progress of each referral throughout its lifecycle from submission through authorization or denial notification.
- Organized follow-up appointments to ensure continuity of care for patients.
- Scheduled and confirmed patient appointments and consultations.
- Assisted patients with pre-operative instructions and appointment confirmations.
- Scanned documents into electronic medical records system.
- Routed laboratory or diagnostic results to appropriate staff.
- Developed procedures for handling last-minute changes in schedules effectively.
- Collaborated with insurance providers to verify coverage for surgical procedures.
- Scheduled follow-up appointments according to post-operative protocols.
- Communicated with insurance companies to determine coverage for specific procedures.
- Managed patient records and ensured compliance with privacy regulations.
- Communicated with insurance companies to determine coverage for specific procedures.
RELEASE OF INFORMATION SPECIALIST
MMRA
Lapeer
05.2025 - Current
- Processed requests for release of patient information while ensuring compliance with HIPAA regulations and state laws.
- Reviewed medical records for accuracy prior to releasing documents.
- Reviewed medical records for accuracy, ensuring only correct information was released to authorized parties.
- Resolved issues relating to confidentiality agreements between healthcare facilities, physicians, attorneys.
- Monitored incoming requests for release of information on a daily basis.
- Answered phone calls promptly and professionally while providing excellent customer service skills.
- Processed requests for patient information, guaranteeing compliance with HIPAA regulations and state laws to protect patient privacy.
- Assisted customers in completing authorization forms correctly and efficiently.
- Organized and maintained confidential files, facilitating efficient access to information while adhering to established protocols.
- Retrieved patient medical records for physicians, technicians and other medical personnel.
- Utilized software programs to accurately document patient information into electronic databases.
PATIENT SERVICE REPRESENTATIVE II
Covenant Medical Group
Clinton
07.2022 - 01.2025
- Answered inbound calls, chats and emails to facilitate customer service.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Facilitated effective communication among physicians, patients, families and staff to enhance patient experience.
- Processed patient check-ins and check-outs while ensuring accurate collection of co-payments.
- Called patients to confirm scheduled appointments and obtain additional details.
- Managed smooth and effective communication among physicians, patients, families and staff.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Contacted patients to confirm appointments to confirm scheduled appointments and obtain additional details.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Protected patients by observing strict HIPAA guidelines.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Took messages from patients and promptly relayed to appropriate staff.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Maintained patient accounts by obtaining, recording and updating personal and financial information.
- Gathered, transcribed and typed medical information into charts.
- Accessed patient files to ensure accurate information and verified insurance before patient's appointment.
- Coordinated scheduling of patient appointments and procedures.
- Resolved customer complaints and inquiries efficiently and courteously, contributing to overall patient satisfaction.
OWNER/OPERATOR
Stepping Stones Daycare
Clinton
05.2005 - 06.2022
- Facilitated engaging learning activities daily with children.
- Prepared weekly food and activity schedules to enhance structured learning experiences.
- Adhered to established schedules while adapting to unforeseen circumstances to maintain daily engagement.
- I received payments on a weekly basis from clients and discuss any problems or good things that happened with each child's parent.
- I received payments on a weekly basis from clients and discuss any problems or good things that happened with each child's parent.
- I follow my schedules unless something happens that prevents a certain activity during the day.
- Provided friendly and engaging customer service to internal and external customers.
- Led engaging learning activities to foster children's development and enjoyment.
MEDICAL RECORDS CLERK/RECEPTIONIST
Tennessee Cancer Specialists
Knoxville
04.2003 - 02.2005
- Contributed to patient care at Knoxville Cancer Center, now Tennessee Cancer Specialist.
- Managed daily preparation of patient charts for appointments at satellite and Knoxville offices.
- Organized patient lab results and doctor's transcriptions in chronological order within charts.
- Transitioned to front desk role as check-in receptionist for patient services.
- I would check in patients look at the chart collect any co-payment needed and update any patient information that was needed and I also verified insurance.
- Assisted medical records team during downtime by managing additional tasks.
- Collected and delivered requested medical records promptly while ensuring patient confidentiality.
- Kept informed on HIPAA regulations to ensure proper handling of protected health information.
- Digitally scanned medical documents into electronic health record system using specialized software.
- Knoxville Cancer Center - Knoxville, TN
RECEPTIONIST/VET TECH ASSISTANT
CENTRAL VETERINARY HOSPITAL
Knoxville
01.2002 - 03.2003
- On a daily basis we prepared the lobby straightened up and prepare all the medical charts; helpeded vet techs walk dogs and take care of other animals before opening the office.
- Checked in patients, answered phones, took messages for veterinarians, and provided timely responses to client inquiries.
- We would also check out the patients as well and receive any payment that was due after the animal was seen or set up payment plans.
- Welcomed visitors with a friendly demeanor at the reception area.
- Processed cash and credit card transactions accurately at the front desk.
- Responded to incoming phone calls professionally following established protocols.
- Utilized appropriate telephone etiquette to answer calls and address inquiries.
- Supported administrative functions by organizing files and duplicating documents.
- Maintained cleanliness in reception and common areas by removing trash and organizing furniture.
Education
HIGH SCHOOL DIPLOMA OR GED -
Anderson County High School
Clinton, TNSkills
- Patient Communication
- Medical Records
- Patient Record Management
- Referral Verification
- HIPAA Guidelines
- Payment processing
- Payment scheduling
- Appointment Scheduling
- Test scheduling
- Scheduling expertise
- Front Desk Operations
- Medical Report Preparation
- Medical Charting
- Animal Care
- Microsoft Office expertise
- Microsoft Office
- Microsoft Word
- Office equipment proficiency
- Clerical support
- Time management
- Problem-solving abilities
- Conflict mediation
- Customer relations
- Verbal communication
- Telephone etiquette
- Adaptive team player
- Payment scheduling
- Outpatient care
- Test scheduling
Certification
Medical Unit Secretary - Certificate of Achievement
Additional Information - Authorized To Work
Yes
Timeline
Patient Access Representative
Digestive Disease and Nutrition Center
04.2026 - Current
RELEASE OF INFORMATION SPECIALIST
MMRA
05.2025 - Current
PATIENT SERVICE REPRESENTATIVE II
Covenant Medical Group
07.2022 - 01.2025
OWNER/OPERATOR
Stepping Stones Daycare
05.2005 - 06.2022
MEDICAL RECORDS CLERK/RECEPTIONIST
Tennessee Cancer Specialists
04.2003 - 02.2005
RECEPTIONIST/VET TECH ASSISTANT
CENTRAL VETERINARY HOSPITAL
01.2002 - 03.2003
HIGH SCHOOL DIPLOMA OR GED -
Anderson County High School