Jean McPeak

• Managed high-volume inbound and outbound calls to patients regarding outstanding self-pay balances

• Reviewed patient accounts to explain charges, balances, and billing statements clearly and accurately

• Established payment arrangements and processed payments in accordance with company policies

• Investigated and resolved account discrepancies, billing issues, and patient concerns

• Documented all account activity and patient interactions in Epic

• Ensured compliance with HIPAA regulations and healthcare billing/collections guidelines

• Delivered professional and empathetic customer service while handling sensitive financial discussions

• Collaborated with internal departments, including billing and insurance teams, to support timely account resolution

• Greets and checks in patients arriving for their appointments. Ensures patient information is complete and accurate. Collects patient responsibility as identified in the preregistration process.
• Completes the registration process on walk-in patients, verifies and/or updates patient demographic and insurance information if changes or additions have occurred.
• Verifies insurance benefits, obtains/calculates patient responsibility and request payment. Communicates to patient the organization expectation of payment at time of
• Identifies patients in need of financial assistance and refers patients to Financial Advocate when necessary. Collaborates with Financial Advocate to coordinate patient's financial resources and responsibilities including requesting patient to sign a Financial Obligation Form (FOF) or Advanced Beneficiary Notice (ABN) as needed.
• Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner. Performs visit closure, including checking out patients, collecting additional patient responsibility (when applicable) and providing patient with appropriate documents.
• Schedules patient visits using guidelines established within scheduling system.
• Assists with new caregiver onboarding.

Works assigned EPIC work queues, following the department's work flow process.

• Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information. Proactively communicates issues involving customer service and process improvement opportunities to management.
• Maintains knowledge of and reference materials for Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans.

• Developed and maintained scheduling procedures to ensure timely completion of projects.
• Greeted patients upon arrival and directed them to the appropriate area.
• Provided customer service by answering patient questions and addressing concerns.
• Verified insurance information, collected payments, and scheduled appointments.
• Maintained a clean and organized reception area.
• Answered incoming calls in a professional manner.

• Answered incoming calls from customers and provided information about services, products, billing, and technical support.
• Monitored alarms for outages and reported them to the appropriate personnel.
• Provided assistance to other departments when needed, such as handling customer complaints or inquiries.
• Performed routine maintenance on telephone equipment.

• Scheduled patient appointments, diagnostic tests, and procedures while coordinating with multiple departments to ensure accurate and timely bookings

• Collected and verified patient demographic and insurance information during pre-registration

• Obtained prior authorizations and verified insurance eligibility to ensure coverage for services

• Provided patients with pre-appointment instructions, including preparation requirements and arrival details

• Delivered high-volume customer service via phone, addressing patient inquiries and resolving scheduling issues

• Maintained accurate documentation in electronic health record (EHR) systems

• Collaborated with clinical staff and providers to optimize scheduling workflows and patient access to care