JASMAINE RUSSELL
Houston,TX
Summary
Highly organized, efficient, and a dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on additional responsibilities to meet the team goals. skilled in a variety of office support tasks while currently continuing education towards a career in the medical field.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Patient Access Representative 2
UT Physicians
Houston, TX
12.2023 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- 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.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Providing excellent customer service by promptly answering patient inquiries.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Resolved patient billing issues in line with established guidelines.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Trained new staff on hospital processes and procedures.
- Addressed bad debts in line with set protocols.
- Greeted and assisted patients with check-in and check-out procedures.
Patient Account Representative
Harris Health System
11.2022 - 12.2023
- Secure patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collect and enter patient demographic and insurance data into computer database to establish patient's medical record
- Staying calm under pressure and successfully dealing with difficult situations
- Obtain patient's insurance information and determined eligibility for benefits for specific services rendered
- Receive patient deductibles and co-pay amounts and discuss options to satisfy the remainder of patient financial obligations
- Perform patient scheduling and registration functions to serve as initial contact point for medical office visits
- Identify insurance payment sources and listed payers in proper sequence to establish chain of payment
- Utilize knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Verify patient insurance eligibility using EPIC System, Chassis, Community Health Choice, Availity, TMHP, AMBETTER, and Novita sphere, and entered patience information into the system
- Assist physicians and patient with presumed coverages such as FINANCIAL ASSISTANCE PLAN (Gold Cards) for any emergency medical needs
- Provide excellent customer service to patients and medical staff
- Answer incoming calls, scheduled appointments and filed medical records
- Follow document protocols to safeguard confidentiality of patient records.
- Posted payments and processed refunds.
- Monitored flags and resolved urgent items with accuracy and efficiency.
- Maintained office inventory and organized supplies for efficiency and expected needs.
- Developed and documented collection procedures and policies to comply with government regulations.
- Utilized computer programs to create invoices, letters and other documents.
Emergency Response Dispatcher
ORION EMS
03.2019 - 11.2022
- Answer all incoming and outgoing phone calls, re-routing if necessary to the appropriate department
- Receives/schedules all delivery orders and requests from customers and must exercise discretion and use independent judgment when relating customer requests, schedules and informing dispatch
- Verifies bookings are released at depots/ports for export moves, and traces import containers on the rail/port to confirm delivery is made by last free day or port cut off
- Notifies Equipment providers of all service failures
- Proposes and implements solutions to improve overall customer service
- Creates and update's location profiles in computer system
- Receive and enter a high volume of orders from customers for delivery
- Input and maintain lists, prepare documents, and verify customer information
- Identify errors and correct any typos or discrepancies in data
- Troubleshoot any customer account issues
- Relay important information to other team members
- Request further information if data seem insufficient
- Maintain a log of activities and completed work
- Ability to deal professionally with customers
- Manage large amounts of calls and emails
- Communicating with customers both in written and orally and ensuring all needs are met in a timely manner
- Perform other related duties as assigned.
Call Center Representative
Texas Children's Hospital-Temp
12.2021 - 09.2022
- Conduct daily and weekly analysis of reports to evaluate the department's performance and identify corrective action plans where required (stats, quality, staff churn/turnover, and attendance)
- Processed claims for medical billing and authorization
- Manage team members' performance to ensure delivery of defined key performance indicators (KPls) in line with organizational policies and procedures and state regulations
- Implement quality control procedures in conjunction with the Quality Team to ensure process adherence and delivery of quality service
- Oversaw the implementation of change initiatives while maintaining service levels and the highest levels of employee morale and productivity
- Participate in the member services goal of delivering first-class customer service and acts as an escalation point for internal and external customer issues, where required
- Monitor the timekeeping system to ensure adherence to punctuality and attendance expectations in strict accordance with organizational and departmental policies and procedures as measured by reports and other performance and productivity metrics.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Educated customers on company systems, form completion, and access to services.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Registration Specialist
Houston Methodist-Temp
09.2021 - 07.2022
- Synchronizes the appointment calendars in order to effectively schedule patients according to physician/ department availability and urgency of patient service requirements as
- Obtains valid and compliant orders and schedules patients based on the physician order and according to department criteria
- Enters all diagnostic services, surgical services and special procedures on the schedule
- Confirms patients' appointments, instructs on location and directions to facility/department, relays pre- appointment preparations, and arranges for patients to have interpreter, mobility, or other assistance as needed for the visit
- Establishes/updates the hospital account record to include detailed patient demographic and insurance information in EHR system, selecting insurance plans and payers, and medical necessity determination
- Responds promptly to requests by staff, patients, and physicians; reschedules and/or cancels appointments as needed
- Assists with resolving EHR work queues that support scheduling
- Gathers demographic and insurance information so that the patient's insurance may be verified, authorization obtained, and patient's portion determined prior to the patient's date of services
- Scheduled patient appointments, collected copays and verified insurance coverage to complete check-ins.
- Updated patient contact information to support accurate electronic medical records.
- Assisted in processing patient payments via cash, checks and credit cards.
- Completed registration paperwork, verifying accurate patient information.
- Scheduled and registered appointments using Booker scheduling programs.
- Reported compliance issues related to coding, transcription and patient confidentiality.
- Processed medical records requests, assuring release only to appropriate parties proper
- Upheld HIPAA regulations and standards for protecting patient information.
- Retrieved medical data for physicians and patients.
Patient Financial Services Representative
Banner Health University
12.2016 - 06.2017
- Performed patient pre-registration/registration
- Verified patient eligibility and obtained authorization
- Provided financial counseling to patients and their families, explained company financial policies, and provided information on available resources
- Scheduled patient appointments and retrieved authorization for inpatient/outpatient procedures
- Secure data entering of patient's information by verifying patient's demographics and accurately entering information
- Frequent contact with a broad range of personnel including but not limited to, patients, physicians, visitors, nursing management, and staff.
- Responded to customer inquiries and provided detailed account information.
Customer Service/Insurance Verification
Amerigroup Real Solutions
01.2010 - 01.2016
- Performed administrative work including data entry, receptionist duties, and file organization
- Provided excellent customer answering inbound calls for Medicaid, Chip members and Providers
- Frequent contact with a broad range of personnel including but not limited to, patients, physicians, visitors, nursing management, and staff
- Patient appointment scheduling
- Secure data entering of patient's information utilizing Compass, Facets, and Excel
- Retrieved authorization for inpatient/outpatient procedures
- Researched and resolved any membership discrepancies within Medicaid Services timelines, including submitting and tracking of Regional office letters.
Education
High School Diploma - Health and Medical Science, Nursing
Evan E. Worthing High School
05.2010
05.2010
Skills
- TECHNICAL SKILLS
- Office Applications: MS Word, Excel, Power Point,One drive,Teams
- Epic System
- Traumasoft System
- Insurance Verification
- EMR
Certification
CCMA in Medical Assistant with X-Ray, Remington College, Houston, TX 06/2018-06/2019
CPR/First Aid 07/2018-Present
HIPAA 07/2018-Present
OSHA 07/2018-Present
BLS Certification
Timeline
Patient Access Representative 2
UT Physicians
12.2023 - Current
Patient Account Representative
Harris Health System
11.2022 - 12.2023
Call Center Representative
Texas Children's Hospital-Temp
12.2021 - 09.2022
Registration Specialist
Houston Methodist-Temp
09.2021 - 07.2022
Emergency Response Dispatcher
ORION EMS
03.2019 - 11.2022
Patient Financial Services Representative
Banner Health University
12.2016 - 06.2017
Customer Service/Insurance Verification
Amerigroup Real Solutions
01.2010 - 01.2016
High School Diploma - Health and Medical Science, Nursing
Evan E. Worthing High School