Jennifer R. Joyce
Phoenix,AZ
Summary
Detail-oriented medical administrator with expertise in patient support and healthcare collaboration. Managed medical records, scheduled appointments, and facilitated communication between patients and providers. Committed to enhancing patient care while adapting to the evolving healthcare landscape.
Overview
32
32
years of professional experience
Work History
Medical Support Assistant
Phoenix Indian Medical Center
Phoenix, AZ
01.2018 - Current
- Coordinates clinic activities and communication relevant to patient care. This includes answering and receiving phone calls, making patient appointments and performing other necessary clerical tasks. Takes inventory and maintains adequate stock levels of clinic supplies and medical supplies. Participates in orientation of new personnel.
- Obtained authorizations for patient visits and testing from insurance companies. Use of multiple computer systems and fax machine. Acted as the departments back up surgery scheduler
- Functions as the timekeeper for the clinic. Contacts appropriate state agencies and third-party insurers to verify eligibility for alternate resources such as Medicare, Medicaid, Private Insurance, etc. Informs management of alternate resources to be utilized prior to Purchased Referred Care making payment to private providers.
- Authorized payments for claims in the correct fiscal year using appropriate CAN numbers and class codes, conducted periodic audits of claims and referrals for various services, and issued purchase orders for payment.
- Obtained imaging from radiology and gathered pertinent medical records for patient referrals, ensuring acceptance of insurance by vendors before finalizing referrals for necessary services.
- Authorizing payments for the correct fiscal year using the correct CAN number(s) with correct class codes, performed periodic spot audits of completed claims and referrals for inpatient, outpatient and dental services for accounts payable. Issuance of purchase orders for payment.
- Obtained authorizations for patient visits and testing from insurance companies.
- Worked 40 hours each week to support clinic operations.
Medical Practice Secretary
Mayo Clinic
Scottsdale, AZ
04.2016 - 09.2018
- Served as Medical Practice Secretary, liaising with patients and internal/external customers, delivering high-quality customer service while managing a high volume of telephone calls.
- Possess an excellent understanding of the unique characteristics and operations of the department, in order to proficiently support the practice. Principal functions include facilitating patient access, appropriately responding to patient inquiries, referring physician requests as well as referring patients to other providers.
- Ordered contact lenses for patients and processed billing information. Maintained an excel spreadsheet of all contact lens orders.
- Maintained providers schedules and scheduled meetings via outlook for multiple providers. Made travel arrangements for providers and processed trip receipts for reimbursement via concur. Processed provider payroll. Maintained multiple providers' required credentialing and CMEs annually.
- Hours per week: 40
Customer Service Representative
Phoenix Children's Hospital
Phoenix, AZ
06.2013 - 04.2016
- Registered and updated patient accounts in urgent care, verifying insurance coverage and processing co-pays and deductible payments. Managed incoming calls and directed inquiries using multiple computer systems.
- Obtained medical records for patient appointments from outside facilities, ensuring timely access to necessary documentation.
- Balanced cash register at end of shift and ran a report to make a deposit of monies collected into the safe.
- Hours per week: 40
Surgery Scheduler
Virginia Mason Medical Center
Seattle, WA
12.2009 - 06.2013
- Scheduled surgeries for three providers, focusing on testicular and prostate cancer. Coordinated pre-operative and post-operative appointments and lab work.
- Verified patient insurance benefits and obtained prior authorizations for surgeries. Managed surgical patient flow efficiently and coordinated special equipment and materials for surgical cases, serving as a liaison between physicians, operating room, and patients.
- Served as primary contact for physician and patient inquiries, both via telephone and in person, utilizing various computer programs and fax machine.
- Promoted to surgery scheduler from customer service representative and received recognition from staff and patients for a job well done.
- Maintained a 40-hour work week: 40
Patient Services Coordinator
Harborview Medical Center
Seattle, WA
04.2005 - 12.2009
- Managed high volume of patient inquiries via phone, scheduled appointments and tests, registered and updated patient demographics and insurance information, verified insurance coverage online, and entered referrals in system.
- Conducted audits of patient accounts and engaged in departmental activities to enhance problem solving and communication. Use of a variety of computer systems and fax machine.
- Worked in hospital admitting and emergency room registration.
- Hours per week: 40
Customer Service Representative
Virginia Mason Medical Center
Seattle, WA
04.2001 - 04.2005
- Coordinated patient liver transplants at University of Washington by scheduling surgeries and procedures for 3 providers, managing pre-operative and post-operative appointments, and documenting necessary data for patient care while ensuring compliance with medical terminology and coding standards.
- Verified patient insurance benefits and obtained prior authorizations for surgery. Was efficient in managing the flow of surgical patients. Requesting pertinent medical records. Coordinated special equipment and surgical materials for some surgical cases. Functioned as a liaison between physicians, the operating room and patients. Acted as primary contact for physicians and patients' telephone and in person inquiries. Use of a variety of computer programs and fax machine.
- Assisted in training of new staff and physicians. Roomed patients, obtained vital signs, updated medications/allergies, demographics/insurance information. Arranged interpreters or transportation for patients. Called in/faxed in prescription refills. Scheduled patient appointments, procedures, surgeries or diagnostic exams. Was cross trained in the sterilization of equipment used for medical procedures/surgeries.
- Participated in Rapid Process Improvement Workshops, to improve the work processes for multiple departments, to help identify waste and implement improvements for better patient care.
- Worked 40 hours weekly
Certified Nursing Assistant
Lifecare Centers of Federal Way
Auburn, WA
01.1995 - 12.1996
- Supported patients with daily activities to enhance comfort and well-being. Monitored and documented changes in patient health, promptly reporting concerns to nursing supervisor to ensure timely intervention. Executed charge nurse's instructions to maintain care standards and patient safety.
- Hours per week: 40
- Provided patient care including bathing, dressing, and feeding to enhance comfort and dignity.
- Assisted with mobility and transportation of patients, ensuring safety and support during activities.
- Monitored vital signs and reported changes to nursing staff for timely medical interventions.
Education
Technical or occupational certificate - Nursing Assistant
Beverly Enterprises
Des Moines, WA06-1993
High school diploma or equivalent - GED
Highline Community College
Des Moines, WA11-1992
Skills
- Medical record assessment
- Medical record management
- Adaptable to change
- Patient scheduling
- Insurance verification
- Claims processing
- Patient communication
- Patient interaction
Timeline
Medical Support Assistant
Phoenix Indian Medical Center
01.2018 - Current
Medical Practice Secretary
Mayo Clinic
04.2016 - 09.2018
Customer Service Representative
Phoenix Children's Hospital
06.2013 - 04.2016
Surgery Scheduler
Virginia Mason Medical Center
12.2009 - 06.2013
Patient Services Coordinator
Harborview Medical Center
04.2005 - 12.2009
Customer Service Representative
Virginia Mason Medical Center
04.2001 - 04.2005
Certified Nursing Assistant
Lifecare Centers of Federal Way
01.1995 - 12.1996
High school diploma or equivalent - GED
Highline Community College
Technical or occupational certificate - Nursing Assistant
Beverly Enterprises