Jonell Richter
Bothell,WA
Summary
Dependable Patient Service Specialist serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Epic and Genesys.
Overview
13
13
years of professional experience
Work History
Patient Services Representative
Providence Vascular And Vein
08.2022 - Current
- Used Epic to schedule appointments.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided exceptional customer service to 1 patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Handled customer service inquiries in person, via telephone and through email.
- Built and maintained positive working relationships with patients and staff.
- Developed and implemented customer service policies and procedures.
- Investigated insurance claims denials and appeals.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Delivered support to medical staff in completion of patient paperwork.
- Engaged with patients to provide critical information.
- Resolved customer complaints using established follow-up procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Lead Resident Assistant
Sunrise View Retirement/assisted Living & Rehabilitation/skilled Nursing
01.2019 - 06.2022
- Monitored progress and documented patient health status changes to keep care team updated.
- Responded to room transfers, incident reports and maintenance requests.
- Attended, participated and contributed to monthly staff meetings addressing resident needs.
- Strategized to improve resident care and satisfaction with directors to advocate for resident needs.
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents and their families.
- Provided emotional support and counseling to residents coping with loss or change.
- Assisted disabled clients to support independence and well-being.
- Assisted residents in preparing for activity and social programs.
- Maintained clean, safe and well-organized patient environment.
Administrative Assistant
Sunrise View Retirement/assisted Living & Rehabilitation/skilled Nursing
01.2019 - 06.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Executed record filing system to improve document organization and management.
- Maintained company handbook to outline policies and provide insights to company mission and values.
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
- Scheduled office meetings and client appointments for staff teams.
- Screened visitors and issued badges to maintain safety and security.
- Offered technical support and troubleshot issues to enhance office productivity.
- Managed relational database to store information for reference, reporting and analysis.
Staff Development Coordinator
Sunrise View Retirement And Convalescent Center
01.2019 - 06.2022
- Developed and delivered new hire training programs and continuous professional development.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
- Managed new employee orientation training process.
- Performed reviews of employee work performance to check for areas in need of additional training.
- Coordinated technical training and personal development classes for staff members.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Coordinated and prioritized required training courses for employees.
- Developed and implemented updating training programs for employees.
Activities Assistant
Sunrise View Retirement/assisted Living & Rehabilitation/skilled Nursing
01.2019 - 06.2022
- Helped residents build and maintain interpersonal relationships, social skills, mental abilities and confidence.
- Transported and escorted program participants to and from activities and on field trips.
- Documented preferences and helped develop relevant activities.
- Scheduled movies, entertainment and other special events.
- Promoted exceptional quality of life for residents by innovating, organizing and conducting entertaining and stimulating activities.
- Planned, coordinated and implemented activities to address needs of participants with varying abilities.
- Provided respectful mobility assistance to individuals needing extra support.
Medical Assistant
Providence Pediatrics
01.2011 - 01.2012
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Completed EKGs and other tests based on patient presentation in office.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Prepared lab specimens for diagnostic evaluation.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Verified patient insurance coverage and collected required co-payments.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
Education
Medical Assisting
Everest College - Everett
Everett, WA09.2010
High School Diploma -
Juanita High School
Kirkland, WA06.1987
Skills
- Customer Service
- Medical Terminology
- Professionalism
- Conflict Resolution
- Active Listening
- Critical Thinking
- Patient Confidentiality
- Telephone Etiquette
- Organizational Skills
- Appointment Scheduling
- Resourcefulness
- Excellent Communication
- Teamwork and Collaboration
- Empathy and Compassion
- Interpreting Physician Orders
- Insurance Verifying
- HIPAA Compliance
- Communicating to Patients and Families
- Providing Information and Resources
- Patient Needs Assessment and Referral
- Caring and Empathetic
- Administrative and Office Support
- Family Assistance
- Heartsaver First Aid
- Patient Documentation
Timeline
Patient Services Representative
Providence Vascular And Vein
08.2022 - Current
Lead Resident Assistant
Sunrise View Retirement/assisted Living & Rehabilitation/skilled Nursing
01.2019 - 06.2022
Administrative Assistant
Sunrise View Retirement/assisted Living & Rehabilitation/skilled Nursing
01.2019 - 06.2022
Staff Development Coordinator
Sunrise View Retirement And Convalescent Center
01.2019 - 06.2022
Activities Assistant
Sunrise View Retirement/assisted Living & Rehabilitation/skilled Nursing
01.2019 - 06.2022
Medical Assistant
Providence Pediatrics
01.2011 - 01.2012
Medical Assisting
Everest College - Everett
High School Diploma -
Juanita High School
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