Jennifer Russell
Slidell,LA
Summary
Dynamic Senior Patient Access Representative with extensive experience in healthcare, excelling in insurance verification and patient registration. Proven track record in enhancing patient satisfaction and operational efficiency through effective team leadership and problem-solving. Skilled in compliance, fostering strong relationships with patients and providers to ensure seamless care coordination.
Overview
19
19
years of professional experience
Work History
Senior Patient Access Representative
Ochsner
Slidell, LA
12.2023 - Current
- Analyzed patient access metrics to identify areas for process improvement and increase operational accuracy.
- Led initiatives to enhance patient experience through feedback collection and service quality assessments.
- Monitored insurance verification processes, ensuring compliance with regulations and minimizing claim denials.
- Collaborated with clinical staff to ensure seamless coordination of care, resulting in improved patient outcomes.
- Trained new Patient Access Representatives, contributing to a more skilled and efficient team.
- Managed high call volumes while maintaining exceptional customer service standards for patients and healthcare providers alike.
- Resolved complex billing issues, ensuring accurate financial records and timely payments from patients and insurers.
- Coordinated pre-authorization requests with insurers efficiently reducing medical claim denials.
- Verified patient insurance eligibility and entered patient information into system.
- Resolved customer complaints using established follow-up procedures.
Senior Patient Access Rep
Slidell Memorial Hospital
Slidell, La
12.2016 - 12.2023
- Supervised front desk operations, ensuring efficient patient flow and optimal scheduling practices.
- Trained and mentored new reception staff on clinic protocols and customer service standards.
- Implemented electronic health record system enhancements, improving data retrieval and patient documentation accuracy.
- Monitored office procedures, identifying areas for improvement to boost operational efficiency and reduce wait times.
- Oversaw inventory management of office supplies, optimizing procurement processes for cost-effectiveness and availability.
- Improved patient satisfaction by ensuring prompt and efficient front desk operations.
- Served as a liaison between patients, providers, and insurance companies to resolve any issues or discrepancies efficiently.
- Oversaw daily cash handling procedures, maintaining accurate financial records and safeguarding company assets.
- Handled incoming calls, addressing inquiries and resolving issues promptly.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Obtaining authorizations for diagnostic test and providers with insurance.
Receptionist
Northshore Family Medical Center
Slidell, LA
07.2006 - 12.2016
- Ensured accurate patient data entry and maintained confidentiality in compliance with HIPAA regulations.
- Managed patient scheduling and appointment coordination using electronic health record systems.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Supported office staff and operational requirements with administrative tasks.
- Assisted in front desk operations, providing exceptional customer service to patients and visitors.
- Streamlined office procedures, improving workflow efficiency and reducing wait times for patients.
- Collaborated with medical staff to verify insurance eligibility and process billing inquiries effectively.
- Trained new receptionists on administrative protocols and software systems, enhancing team performance.
- Implemented patient follow-up processes, resulting in improved appointment adherence rates.
- Coordinated communication between patients and healthcare providers, ensuring timely information exchange.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Supervised front desk operations, ensuring efficient patient flow and optimal scheduling practices.
- Trained and mentored new reception staff on clinic protocols and customer service standards.
- Obtaining authorization with insurance companies for test and provider visits
Education
High School Diploma -
Northshore High School
Slidell, La05-2002
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Financial counseling
- Strong interpersonal skills
- Patient registration expertise
- Problem-solving
- Multitasking and organization
- Team leadership
- Team collaboration
- Data entry in word and excel
Timeline
Senior Patient Access Representative
Ochsner
12.2023 - Current
Senior Patient Access Rep
Slidell Memorial Hospital
12.2016 - 12.2023
Receptionist
Northshore Family Medical Center
07.2006 - 12.2016
High School Diploma -
Northshore High School