Jacquekeem Pope
Murfreesboro,NC
Summary
A dynamic Patient Service Representative with 13+ years of experience optimizing clinic workflows by delivering superior health service and ensuring patients’ satisfaction. Able to successfully uphold office policies and procedures and manage internal records while maintaining strong professionalism and supporting staff as needed. Able to utilize complex booking systems and coordinate correspondence between patients and doctors
Overview
21
21
years of professional experience
1
1
Certification
Work History
Patient Service Representative (PRN)
Roanoke Chowan Community Health Center
04.2023 - 08.2023
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Took copayments and compiled daily financial records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
E911 Dispatcher
Town Of Hertford County
09.2022 - 03.2023
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Read system maps and caller information, and documented details in system.
- Answered calls from automatic routing system and took basic information from callers.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Followed established protocols for professional handling of emergency situations.
Patient Service Representative
Bon Secours Harbor View Family Practice
09.2016 - 09.2023
- Greeted patients in a friendly manner
- Assisted with scheduling appointments, registering new patients, and checking inpatient appointments using Epic system
- Serve the doctors, nurses, and other assistants by keeping the daily schedule current, while communicating any changes
- Make changes to clinic schedule and reschedule patients as required by modifications in-office coverage schedule
- Answer multi-line phones, transfer calls to correct contact and take messages as appropriate
- Ensure all patient information is scanned into the system before destroying
- Collaborate with coworkers to ensure that projects are completed on schedule
- Finalize patient check out while scheduling follow-up with their provider
- Took copayments and compiled daily financial records
- Reviewed and corrected claim errors to facilitate smooth processing
- Assisted patients in filling out check-in and payment paperwork
- Used Epic/Connect Care to schedule appointments
- Helped address client complaints through timely corrective actions and appropriate referrals.
ED Unit Secretary
Mary Immaculate, Bon Secours
07.2016 - 09.2017
- Helps patients by responding to intercom requests, obtaining needed services from nurses, licensed practical nurses, physicians, aides, and other hospital personnel
- Welcomes visitors by greeting visitors, in person or on the telephone; answering inquiries; relaying calls to patients; giving directions; referring inquiries to nursing and physician staff
- Provides information by answering questions and requests
- Establishes patient record by preparing folder; assigning patient number; completing patient identification information
- Documents patient care services by copying nursing and physician notes to patient and department records
- Arranges discharges by notifying business office and patient transporter service
- Maintains unit operations by following policies and procedures; reporting needed changes
- Maintains patient confidence and protects hospital operations by keeping information confidential
- Maintains unit supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies
- Keeps unit equipment operational by following manufacturer's instructions and established procedures, calling for repairs
- Conserves unit resources by using equipment and supplies as needed to accomplish job results
- Secures patient information by completing data base backups.
Medical Clerical Assistant/Call Center
Mount Sinai Hospital Primary Care
08.2006 - 04.2016
- Answer incoming calls for a large primary care practice and 30 medical specialty clinics
- Schedule appointments on our Cerner data base for clinics; confirm health insurance using our PASSPORT data base for all scheduled patients
- I schedule 78 to 99 appointments per day
- Communicate pertinent information to various health care providers
- Receive and process physicians request via email using Microsoft Outlook
- Contact patients to confirm or reschedule appointment
- Perform data entry using Microsoft Suite and perform general office duties.
Caseworker
Neighborhood Coalition for Shelters
11.2004 - 10.2005
- Assist clients in following through with activities of daily living
- Medication monitoring, assistance clients with meal and recreation programs, assisted clients in socialization and activity groups
- Enforce residence rules and conduct building check daily
- Document and report client and residential activity information and conduct data entry as assigned
- Participate in interdisciplinary team approach for client treatment and work cooperatively with staff at all levels to ensure quality service provision oversee with all volunteers and handle front desk operation and secretarial duties
- I prepared meals for clients and staff on daily bases.
Administrative Assistant
Urban Pathways
07.2002 - 05.2003
- Handle all Administration/Secretarial duties and support answered and screened all incoming calls, answered a multi-line phone
- Created and maintained mailings prepared monthly reports, Input, updated clients' information and sometimes in the SCIMS database
- Update employment packages, and office documents
- Maintain the office calendars and the production of all correspondence
- I ordered and maintained office supplies and supervised several task workers
- In addition, coordinate meetings, seminars, prepare board members packets and social functions
- I was responsible for planning annual dinners and picnics.
Education
Hertford County High School
Ahoskie, NCAssociate of Science -
Paul D Camp Community College
Skills
- Service recommendations
- HIPAA Compliance
- Financial Needs Determination
- Complaint resolution
- Report preparation
- Payment Processing
- Customer Complaint Resolution
- Insurance Knowledge
- Billing Inquiries
- Schedule Management
Certification
Certified user of Cerner, EPIC (electronic medical record) and Eagle HDX, (Health Care Data Exchange Program) HIPP Compliance Certified, Passport One Source insurance verification program and Par8o hospital referral program. Certificates in Medical Terminology, IDC-9, 10 and CPT and CPR certified. DCI Certified
Timeline
Patient Service Representative (PRN)
Roanoke Chowan Community Health Center
04.2023 - 08.2023
E911 Dispatcher
Town Of Hertford County
09.2022 - 03.2023
Patient Service Representative
Bon Secours Harbor View Family Practice
09.2016 - 09.2023
ED Unit Secretary
Mary Immaculate, Bon Secours
07.2016 - 09.2017
Medical Clerical Assistant/Call Center
Mount Sinai Hospital Primary Care
08.2006 - 04.2016
Caseworker
Neighborhood Coalition for Shelters
11.2004 - 10.2005
Administrative Assistant
Urban Pathways
07.2002 - 05.2003
Hertford County High School
Associate of Science -
Paul D Camp Community College
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