Jennifer Armstrong
Worcester,MA
Summary
Results-driven representative specializing in patient appointment management. Known for strong attention to detail and effective communication, contributing to streamlined operations and enhanced patient loyalty within healthcare environments.
Dedicated Ambulatory Service Representative with expertise in patient scheduling and customer service. Proven ability to enhance patient satisfaction through streamlined processes and HIPAA compliance.
Detail-oriented professional with over 15 years of experience in ambulatory services. Skilled in coordinating patient scheduling, ensuring insurance verification, and fostering teamwork, leading to reduced wait times and improved patient satisfaction.
Overview
30
30
years of professional experience
Work History
Ambulatory Service Representative
Umass Memorial Medical Group
09.2010 - Current
- Facilitated patient scheduling and appointment management to enhance service delivery.
- Coordinated insurance verification and eligibility checks ensuring accurate patient information.
- Verified patient insurance eligibility and benefits.
- Contributed to a positive work environment by maintaining open communication with team members and supporting cross-functional tasks as needed.
- Ensured accurate patient records by diligently updating demographic and insurance information in the system.
- Increased front office efficiency by organizing supplies, maintaining clean workspaces, and monitoring inventory levels.
- Expedited registration processes by ensuring timely completion of required forms for new patients, contributing to a seamless first visit experience.
- Established strong professional relationships with patients and their families, fostering trust in the ambulatory service and enhancing patient loyalty.
- Trained new hires on department procedures, protocols, software usage, fostering an environment of teamwork and knowledge sharing among colleagues.
- Assisted patients with financial inquiries, offering guidance on payment plans and available resources.
- Participated in staff meetings and training sessions to stay current on industry best practices and maintain professional development goals.
- Reduced no-show rates through consistent follow-up calls about upcoming appointments leading to better time management.
- Demonstrated strong customer service skills when handling difficult situations or addressing sensitive issues with patients and their families.
- Enhanced patient satisfaction by providing efficient and courteous service during check-in and check-out processes.
- Maintained strict confidentiality of patient information in adherence to HIPAA guidelines, ensuring privacy protection at all times.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
Lead Service Representative
Umass Memorial Medical Group
09.2009 - 09.2010
- Provided exceptional patient support, addressing inquiries and resolving issues efficiently.
- Managed appointment scheduling using electronic health record systems to optimize resource allocation.
- Trained new staff on patient interaction protocols and system usage, enhancing team performance.
- Mentored junior representatives, fostering a culture of excellence and continuous improvement within the team.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Handled customer service inquiries in person, via telephone and through email.
- Entered patient demographic and insurance data into electronic medical record system.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Master Scheduler
Umass Memorial Medical Group
03.2008 - 09.2009
- Developed and maintained scheduling systems to optimize resource allocation across departments.
- Collaborated with department leads to align schedules with operational needs and patient care priorities.
- Utilized advanced planning tools effectively to manage complex interdependencies among various work streams.
Lead Scheduler
Umass Memorial Medical Group
01.2007 - 03.2008
- Developed and implemented scheduling protocols to optimize resource allocation across departments.
- Coordinated with multidisciplinary teams to ensure timely patient care and appointment management.
- Streamlined scheduling processes, reducing conflicts and improving overall efficiency in operations.
- Analyzed scheduling data to identify trends and recommend adjustments for improved service delivery.
- Mentored junior schedulers, fostering skills development and enhancing team performance.
- Oversaw compliance with regulatory standards in scheduling practices, ensuring quality patient outcomes.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Elevated staff morale through consistent recognition of individual contributions to project success, fostering a collaborative and supportive work environment.
- Trained and supervised employees on office policies and procedures.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Scheduling Representative
Umass Memorial Medical Group
04.2005 - 01.2007
- Managed scheduling for patient appointments, ensuring optimal resource allocation and minimal wait times.
- Coordinated with healthcare providers to streamline appointment processes and improve patient flow.
- Utilized electronic health record systems to maintain up-to-date patient information and scheduling accuracy.
Dietary Aide Leader
Umass Memorial Medical Group
02.2000 - 04.2005
- Supervised dietary staff, ensuring compliance with health regulations and quality standards.
- Developed and implemented efficient meal service protocols, enhancing patient satisfaction.
- Trained new hires on food safety procedures and dietary guidelines for optimal performance.
- Collaborated with nutritionists to create tailored meal plans based on patient needs.
- Facilitated communication between kitchen staff and healthcare providers to ensure seamless service delivery.
- Enhanced patient satisfaction by providing personalized meal selections and accommodating dietary restrictions.
- Maintained accurate records of patient preferences, updating them as needed to provide consistent service.
- Collaborated with dietitians to develop specialized meal plans for patients with specific health concerns or allergies.
- Ensured timely delivery of meals by effectively organizing distribution schedules among Dietary Aide team members.
- Assisted in menu planning to ensure diverse, nutritious, and appealing meal options for patients with various dietary needs.
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
Customer Service Representative
Shaw's Supermarket
09.1996 - 02.2000
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
- Trained new staff on customer service protocols and company policies.
- Managed cash register operations, ensuring accurate transactions and balanced drawers.
- Implemented process improvements to streamline checkout procedures, reducing wait times.
Education
High School Diploma -
Doherty Memorial High
Worcester, MA05-1998
Skills
- Medical reception
- HIPAA compliance
- Patient confidentiality
- Office administration
- Patient scheduling
- Patient registration
- Insurance verification
- Front desk management
- Appointment coordination
- Teamwork
- Customer service
- Attention to detail
- Professionalism
Timeline
Ambulatory Service Representative
Umass Memorial Medical Group
09.2010 - Current
Lead Service Representative
Umass Memorial Medical Group
09.2009 - 09.2010
Master Scheduler
Umass Memorial Medical Group
03.2008 - 09.2009
Lead Scheduler
Umass Memorial Medical Group
01.2007 - 03.2008
Scheduling Representative
Umass Memorial Medical Group
04.2005 - 01.2007
Dietary Aide Leader
Umass Memorial Medical Group
02.2000 - 04.2005
Customer Service Representative
Shaw's Supermarket
09.1996 - 02.2000
High School Diploma -
Doherty Memorial High