Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Joanne Hightower

Puyallup,Washington

Summary

Committed to maintaining HIPAA compliance while enhancing billing processes, guaranteeing precision in financial records and swift resolutions. Dedicated patient account representative bringing several years' experience in customer service and healthcare support. Well-developed communication, time management and problem-solving abilities. Resourceful Patient Account Representative focused on patient care and customer service. Friendly and adaptable professional. Demonstrated abilities to resolve even the toughest challenges.

Overview

20
20
years of professional experience

Work History

Patient Account Representative

CHI Franciscan Health
Tacoma, Washington
08.2024 - Current
  • Managed customer inquiries through phone and online platforms.
  • Handled incoming calls and provided information on account status.
  • Researched discrepancies in patient accounts to determine appropriate resolution.
  • Assisted customers with inquiries using phone and chat support systems.
  • Resolved complaints by providing accurate information and effective solutions.
  • Participated in training sessions to enhance communication skills and product knowledge.
  • Assisted patients in navigating healthcare services and resources.
  • Resolved issues by collaborating with clinical staff and departments.
  • Provided customer service to patients regarding billing inquiries and account information.
  • Ensured compliance with company policies concerning the privacy of confidential health information.

Senior Scheduler

MultiCare Allenmore Hospital
Tacoma, Washington
03.2021 - 07.2023
  • Scheduled patient appointments using electronic health records system.
  • Coordinated with healthcare providers to optimize patient flow.
  • Trained new staff on scheduling procedures and software tools.
  • Communicated with patients with compassion while keeping medical information private.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
  • Assisted team members in resolving complex authorization issues collaboratively.

Senior Patient Access Representative

Swedish Medical Center
Seattle, Washington
11.2012 - 03.2021
  • Managed patient registrations and insurance verifications for busy medical center.
  • Trained new staff on patient access procedures and system navigation.
  • Participated in departmental meetings to evaluate policy changes affecting operations.
  • Monitored queues in practice management system, identifying issues impacting task completion.
  • Verified patient insurance coverage using online portals and IVR systems.
  • Collected demographic, insurance, and medical history documentation for patient registration.
  • Ensured compliance with HIPAA regulations while handling sensitive patient information.

Medical Billing Coder/Claims Specialist

UW Physicians
Seattle, Washington
07.2006 - 05.2010
  • Reviewed medical records for accurate coding and billing compliance.
  • Communicated with insurance companies regarding claim status and issues.
  • Generated invoices for services rendered and managed account receivables accordingly.
  • Reconciled accounts payable and accounts receivable ledgers with external entities such as insurance companies or third-party payers.
  • Maintained updated knowledge of coding requirements, which included continuing education and certification renewal.
  • Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
  • Processed insurance claims and verified patient information for accuracy.

Customer Service Representative/Call Center Representative

UW Physicians
Seattle, Washington
07.2005 - 07.2006
  • Managed patient inquiries through phone and email communication.
  • Handled appointment scheduling for multiple healthcare providers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Collected deposits or payments and arranged for billing.
  • Handled escalated calls, demonstrating strong problem-solving skills.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.

Education

Some College (No Degree) - Medical Administration Secretary

Renton Technical College
Renton, WA
08-2001

High School Diploma -

Franklin High School
Seattle, WA
06-1991

Skills

  • Patient account management
  • Claims processing
  • Insurance verification
  • Medical billing
  • Health information compliance
  • Customer relationship management
  • Data entry proficiency
  • Bookkeeping
  • Hospital operations
  • Insurance billing
  • Payment processing
  • Medical Billing Understanding
  • HIPAA
  • Follow-up skills

Affiliations

Love decorating and gardening

Timeline

Patient Account Representative

CHI Franciscan Health
08.2024 - Current

Senior Scheduler

MultiCare Allenmore Hospital
03.2021 - 07.2023

Senior Patient Access Representative

Swedish Medical Center
11.2012 - 03.2021

Medical Billing Coder/Claims Specialist

UW Physicians
07.2006 - 05.2010

Customer Service Representative/Call Center Representative

UW Physicians
07.2005 - 07.2006

Some College (No Degree) - Medical Administration Secretary

Renton Technical College

High School Diploma -

Franklin High School

Similar Profiles

CREATE PROFILE