JULIE HANCOCK
CAYUGA
Summary
I am a dedicated Patient Service Representative with expertise in patient registration, insurance verification, payment collection, and appointment scheduling. I am committed to enhancing the patient experience through effective communication. I enjoy making sure that patient's have a positive experience by showing empathy and compassion through my body language, listening skills, tone of voice, and being attentive to their needs.
I am committed to building strong relationships with my clinical staff to ensure a good working environment and positive patient experience.
Overview
2027
2027
years of professional experience
Work History
Patient Service Representative Team Lead
Carle Foundation
Danville, IL
10.2021 - Current
- Creating instructional material for patient service representative protocols and procedures
- Providing ongoing one on one support and training for new and existing staff members
- Tracking and sharing copay/pre-payment collections, reviewing patient insurance for accuracy on accounts, creating and maintaining weekend staffing schedule
- Assisting with staff call-ins when supervisor is out of office
- Sharing leadership weekend on call rotation
- Assisting leadership with employee engagement activities
- Working in departments with check in, check out, answering phones, and patient scheduling.
Patient Service Representative
Carle Foundation
Danville, IL
02.2001 - Current
- Facilitated patient check-in and check-out processes to enhance operational efficiency.
- Managed appointment scheduling using electronic health record systems to optimize provider availability.
- Assisted in resolving patient inquiries and concerns, fostering a positive experience.
- Collaborated with clinical staff to ensure accurate patient information and documentation.
- Assisting with Provider rescheduling
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Balanced deposits and credit card payments each day.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand policies and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Patient Account Representative
Danville Eye Clinic
Danville, IL
1999 - 02.2001
- Claims processing
- Insurance review
- Working past due collection accounts
- Working front desk check in, check out
- Appointment scheduling, collecting POS copays, balancing cash drawers.
Patient Service Representative
Dr Elghammer - Pediatrics
Danville, IL
1998 - 1999
- Patient appointment scheduling
- Front desk, check in, check out procedures
- Copay collection
- Insurance review
Sales Associate
Danville Wholesale Paper
Danville, IL
1996 - 1998
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Maintained knowledge of inventory and promotions to provide accurate information.
- Processed transactions efficiently using point-of-sale systems to ensure smooth operations.
- Collaborated with team members to achieve sales goals and improve customer service.
Education
High School Diploma -
Danville Area Community College
Danville, ILSkills
- Patient registration
- Insurance review and verification
- Medical terminology
- CHAA Certification
- Appointment scheduling
- copay, prepayment collection
Timeline
Patient Service Representative Team Lead
Carle Foundation
10.2021 - Current
Patient Service Representative
Carle Foundation
02.2001 - Current
Patient Account Representative
Danville Eye Clinic
1999 - 02.2001
Patient Service Representative
Dr Elghammer - Pediatrics
1998 - 1999
Sales Associate
Danville Wholesale Paper
1996 - 1998
High School Diploma -
Danville Area Community College