Judy Guterl-Young
Big Bend,WI
Summary
Detail-oriented and organized Patient Service Representative with 18+ years of experience at Advocate Aurora Health Care greeting patients, managing inbound and outbound calls, scheduling, registering patients, verifying insurance, and monitoring multiple physician’s schedules in a high-volume clinic. Proficient in the Epic system and HIPAA compliance, committed to ensuring efficient operations and a seamless patient journey.
Overview
21
21
years of professional experience
Work History
PACT Representative 1
Advocate Aurora Health Care
Brookfield, WI
11.2025 - Current
- Managing inbound and outbound calls, scheduling patient appointments, coordinating cancellations, reschedules, additions to schedules, messaging, and enter refill requests.
- Obtain demographic and insurance information to verify insurance coverage.
- Identify emergent calls that result in routing patients for triage.
Patient Services Representative
Aurora Health Care
Brookfield, WI
03.2018 - 11.2025
- Managing inbound and outbound calls, scheduling patient appointments, and coordinating cancellations, reschedules, and additions to schedules. Take messages and refill requests.
- Provide detailed info for test prep, time of arrival, and other info patient required.
- Responsibilities included obtaining, verifying, and updating patient demographic and insurance info.
Financial Advocate
Aurora Health Care
Brookfield, WI
11.2016 - 03.2018
- Clearly explain complex insurance benefits, Marketplace options, and patient financial responsibility.
- Assess financial situations, and identify available aid programs for patients in need.
- Help patients apply for Medicaid, charity care, and other programs.
- Calculate personalized cost estimates for services, and clearly communicate patient liability before treatment.
- Work with provider offices, clinical staff, and other financial advocates to ensure smooth patient flow.
- Document patient interactions and financial actions in EPIC.
Customer Service Representative
Aurora Health Care
Waukesha, WI
03.2007 - 11.2016
- Greeting and registering patients, obtaining, verifying, and updating patient demographic and insurance info, collect patient co-pays, deductibles, past balances and post payments.
- Scheduled patient appointments, coordinated cancellations, reschedules, and additions to schedules.
Customer Service Representative
WVRC
Waukesha, WI
08.2005 - 10.2006
- Answering phones, offering basic animal emergency information, data entry of lab results, intake and discharge of pets, reviewing discharge instructions, and receiving and posting payments.
Education
Grade 12 Diploma -
Mukwonago High
Mukwonago, WIDirectors 1 & 2 - Early Childhood Education
WCTC
WaukeshaSkills
- EPIC charting
- Insurance verification
- Patient scheduling
- Financial counseling
- Emergency routing of calls
- Customer relationship management
Timeline
PACT Representative 1
Advocate Aurora Health Care
11.2025 - Current
Patient Services Representative
Aurora Health Care
03.2018 - 11.2025
Financial Advocate
Aurora Health Care
11.2016 - 03.2018
Customer Service Representative
Aurora Health Care
03.2007 - 11.2016
Customer Service Representative
WVRC
08.2005 - 10.2006
Grade 12 Diploma -
Mukwonago High
Directors 1 & 2 - Early Childhood Education
WCTC