Jolanda Hines
Moncks Corner,SC
Summary
Experienced healthcare operations professional with 15+years of experience in patient access, medical office administration, and front desk operations, Demonstrated leadership abilities in coordinating team workflows, supporting daily office operations, and maintaining efficient, patient-centered services. Experienced in referral processing , insurance eligibility verification, cash handling, billing, invoice management, and administrative coordination. Proven ability to assume office leadership responsibilities in the manager's absence, resolve operational challenges, and support team productivity. Seeking to leverage extensive healthcare experience, organizational skills, and leadership abilities in a Practice Manager or Medical Office Manager role.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Lead Patient Service Representative
Roper St. Francis Hospital
Summerville, South Carolina
02.2011 - Current
- Supported patient access workflows across Roper St. Francis Hospital front desk operations.
- Registered patients in electronic medical records and scheduling systems.
- Verified insurance coverage and kept demographic information accurate.
- Trained patient service representatives on hospital policies and service standards.
- Coordinated appointment scheduling with clinical departments and providers
- Resolved patient questions with clear, respectful customer service
- Processed referrals, authorizations, and admission paperwork
- Maintained HIPAA compliance during sensitive patient interactions
- Resolved patient complaints in a timely manner while ensuring quality customer service was provided at all times.
- Assisted with training new staff members on policies and procedures related to patient services.
- Ensured compliance with all applicable regulations regarding patient privacy and safety standards.
- Performed patient registration, scheduling appointments, verifying insurance coverage, collecting payments and balancing daily cash receipts.
- Scheduled laboratory tests, imaging studies and other diagnostic tests as ordered by physician or nurse practitioner.
- Conducted pre-registration activities such as obtaining demographic information from patients prior to scheduled visits.
- Collaborated with billing office staff to ensure accuracy of charges for services rendered.
- Submitted referrals to specialty care services.
- Developed and maintained positive relationships with physicians, nurses, vendors and other members of the healthcare team.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Addressed patient inquiries by providing accurate information and assistance and concerns, resolving issues in a timely and empathetic manner.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Guided patients through the completion of consent and other required medical forms.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
Household Manager
Florence Crittenton Program of SC
Charleston, South Carolina
08.2003 - 04.2005
- Managed housekeeping routines for residential living spaces at Florence Crittenton Program of SC.
- Developed and monitored household budgets to ensure financial stability and resource allocation.
- Implemented cost-saving measures while maintaining quality of services and supplies.
- Scheduled daily activities to enhance resident engagement and productivity.
- Coordinated communication among staff to ensure efficient daily operations.
- Planned meals to address the nutritional needs and preferences of residents.
- Supervised kitchen staff to ensure compliance with health regulations and dietary guidelines.
- Encouraged collaboration among staff to create a supportive and efficient work environment.
- Led team meetings to address concerns and promote a positive workplace culture.
- Monitored supply inventories for cleaning, kitchen, and household items.
- Trained staff on household procedures and safe cleaning practices.
- Supported resident transitions by organizing personal belongings and room setups.
- Maintained sanitary standards across bedrooms, bathrooms, kitchens, and common areas.
- Reported maintenance needs and coordinated repairs with facility staff.
- Scheduled necessary repairs on household items to ensure functionality and safety.
- Maintained detailed records of household bills and payments for accounting purposes.
- Kept up-to-date inventory of all furniture, electronics, kitchenware, linens.
- Ensured that all safety protocols were followed in the home environment.
- Planned and cooked meals with consideration to multiple dietary restrictions.
- Managed outside vendors including contractors, landscapers, cleaners.
- Conducted regular maintenance on all appliances, vehicles, and other equipment in the house.
- Organized cleaning services for the home to ensure it was kept neat and tidy at all times.
- Offered positive reinforcement and taught life skills regarding chores and cooking techniques.
- Delivered warm companionship with conversation, emotional reassurance and coordination of mentally stimulating activities.
Education
Graduate Certificate - CNA NURSING
P.A.T.C.H
Charleston, SC04-2010
High School Diploma -
BURKE HIGH SCHOOL
Charleston, SC06-2000
Skills
- Patient access management
- Patient registration management
- Epic systems registration
- Insurance verification
- Eligibility determination
- Appointment scheduling
- Patient intake
- Referral management
- Referral coordination
- Front desk operations
- Payment processing
- Patient check-in
- Medical terminology
- Health insurance knowledge
Certification
- CNA CERTIFICATE
- CPR CERTIFY
- FIT TESTING CERTIFIED
Accomplishments
- JUST CATCH AWARDS 2023 For being an Outstanding Patient Safety Advocate .
- GOOD HELP AWARD 2024 For treating those in need with dignity& compassion
- CALLED TO SHINE AWARD
Affiliations
- TRIDENT UNITED WAY
- BREAST CANCER SCREENING CLINICS
- COLORECTAL SCREENING CLINIC
- VOLUNTEER FOR PACK THE BACKPACK COMMUNITY SERVICE
Timeline
Lead Patient Service Representative
Roper St. Francis Hospital
02.2011 - Current
Household Manager
Florence Crittenton Program of SC
08.2003 - 04.2005
Graduate Certificate - CNA NURSING
P.A.T.C.H
High School Diploma -
BURKE HIGH SCHOOL