Karole Crouch
Tyler,Texas
Summary
Organized and compassionate professional with extensive experience providing efficient service to patients. Proven ability to troubleshoot billing and insurance issues quickly and accurately. Skilled in using computer software to manage customer accounts and appointments. Motivated and conscientious individual skilled in scheduling appointments, verifying insurance, and managing patient records in healthcare settings. Experienced in utilizing electronic medical record systems to maintain patient profiles and billing information. Dedicated to improving satisfaction and providing an excellent healthcare experience. Hard worker experienced in problem-solving, service and time management. Aiming to leverage my abilities to successfully fill the role at your company. Ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology. Ready to apply knowledge and skills to any challenge.
Flexible hard worker ready to learn and contribute to team success.
Motivated professional with background supporting patient medical needs by verifying insurance, scheduling appointments, and organizing documents. Forward-thinking and resourceful with good interpersonal skills, strong attention to detail and upbeat mentality. Advanced abilities in healthcare billing and scheduling software.
Focused patient service representative with several years of experience supporting patients in healthcare settings. Extensive knowledge of medical record organization and patient advocacy. Successful at helping patients through care and treatment process.
Compassionate Patient Service Representative known for high productivity and efficient task completion. Skilled in patient scheduling, record keeping, and front desk management. Excels in communication, empathy, and problem-solving to enhance patient satisfaction and support healthcare team efficiency.
Cordial Patient Access Representative with extensive track record of successfully handling busy medical office tasks to serve diverse populations. Career-minded and organized professional skillful in maintaining patient accounts, arranging immediate medical care and verifying insurance claims. Familiar with medical and clinical terminology coupled with proficiency in MS Office.
Overview
22
22
years of professional experience
Work History
Patient Service Representative
Kansas Gastroenterology
Wichita, Kansas
12.2023 - 02.2025
- Facilitated patient check-in and registration processes efficiently.
- Managed appointment scheduling and coordinated physician availability.
- Provided compassionate support to patients navigating healthcare services.
- Maintained patient records and ensured compliance with privacy regulations.
- Collaborated with medical staff to enhance patient experience and service delivery.
- Resolved patient inquiries and concerns in a timely manner.
- Trained new staff on operational procedures and customer service standards.
- Answered incoming calls in a professional manner.
- Verified insurance information, collected payments, and scheduled appointments.
- Adhered to HIPAA regulations when handling confidential patient information.
- Assisted with scheduling follow-up appointments according to provider availability.
- Inputted patient demographic data into electronic health record system.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Registered patients by verifying records to update computer system and patient charts.
- Greeted patients upon arrival and directed them to the appropriate area.
- Ensured all necessary paperwork was completed prior to patient visits.
- Maintained a clean and organized reception area.
- Performed administrative duties such as filing, faxing, photocopying.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Obtained proper authorization and identification to release confidential medical records.
- Assisted with the completion of medical forms and records.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Ran credit card batches and balanced deposits on daily basis.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Reviewed patient accounts for accuracy on a regular basis.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Utilized technology and specialized software to maximize productivity.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Sorted and distributed incoming mail daily.
- Referred patients to appropriate professionals and services.
- Maintained accurate records of services provided during each visit or procedure.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Assembled registration paperwork and placed identification bands on patient.
- Communicated financial obligations to patients and collected fees at time of service.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Implemented patient satisfaction surveys to identify areas for improvement.
- Utilized hospital systems to update patient records, ensuring accuracy and completeness.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Collaborated with clinical and administrative staff to meet patient needs.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Accessed programs and set up correct payment strategies based on patient means and needs.
- Stayed current on community-based resources and services useful to patients.
Referral Coordinator
UT Health East Texas
Jacksonville, Texas
06.2003 - 12.2023
- Maintained comprehensive knowledge of healthcare regulations and guidelines related to referral coordination.
- Adhered to HIPAA regulations when handling confidential patient information.
- Obtained authorization for referrals and diagnostic testing using proper documentation.
- Resolved issues related to patient access, insurance coverage, and other barriers quickly and efficiently.
- Met department productivity standards by accurately completing assigned work.
- Facilitated communication between referring physicians, clinical staff, payers, and other stakeholders.
- Implemented best practices for efficient processing of referrals while ensuring quality standards were met.
- Communicated with physicians and staff to gather information for referrals.
- Established relationships with local health systems to ensure timely referrals for patients.
- Participated in meetings with senior leadership team members discussing progress on initiatives affecting referrals.
- Accepted phone calls from referral sources, patients and third-party payers.
- Provided excellent customer service to both internal and external customers.
- Managed incoming calls regarding referrals in a professional manner while providing accurate information.
- Utilized organizational skills to prioritize tasks, meet deadlines, and maintain accuracy in data entry.
- Assisted and educated patients by answering questions regarding referral and authorization process.
Anesthesia Technician
UT Health East Texas
Tyler, Texas
06.2003 - 12.2023
- Utilized sterile technique during set up of instruments for various surgical procedures.
- Maintained cleanliness of OR suites by cleaning up spills and debris or disposing contaminated materials properly.
- Assisted in induction of anesthesia including IV placement and administration of medication according to established protocols.
- Provided support to OR staff by responding promptly to requests for additional supplies or equipment.
- Inspected anesthesia carts regularly for expired medications and supplies; restocked items as needed.
- Assisted Anesthesiologists and Registered Nurses with pre-operative patient preparation by gathering, checking, and setting up equipment for procedures.
- Performed daily maintenance on anesthesia machines to ensure safe use of equipment during surgery.
- Prepared appropriate paperwork for billing purposes related to anesthesia services provided.
- Provided assistance in the operating room with intubation and other airway management techniques.
- Maintained anesthesia supplies inventory by anticipating needs, placing orders, verifying deliveries and stocking shelves.
- Ensured proper infection control techniques were followed in accordance with hospital policy and procedure guidelines.
- Instructed new employees on policies, procedures pertaining to the handling of anesthetic agents, equipment.
Patient Service Representative
UT Health East Texas
Tyler, Texas
06.2003 - 12.2023
- Maintained strict confidentiality of protected health Information to comply with HIPAA regulations.
- Assisted patients with completing paperwork and understanding medical terminology.
- Conducted intake interviews and collected necessary documentation.
- Maintained cleanliness of the reception area including stocking supplies and organizing paperwork.
- Entered data into practice management software accurately including demographics, insurance information.
- Provided clerical support to assist in delivery of quality health care services.
- Provided support to nursing staff with administrative duties such as filing, faxing, and scanning documents.
- Scheduled appointments and assisted with referrals.
- Answered incoming calls promptly while demonstrating excellent phone etiquette and professionalism.
- Maintained up-to-date knowledge of insurance policies to ensure accurate billing and payment processing.
- Reconciled accounts receivable daily ensuring accurate tracking of financial transactions.
- Developed positive relationships with patients by providing courteous service during check-in and check-out procedures.
- Utilized Microsoft Office Suite daily for various tasks such as creating patient charts or updating spreadsheets.
- Verified and updated changes in patient, physician, or insurance to maintain proper billing.
- Coordinated with back office staff for timely and effective care of patients.
- Processed payments and reconciled accounts.
- Assisted in training new Patient Service Representatives on procedures related to front office operations.
- Verified patient information to ensure accuracy prior to appointment check-in.
- Processed payments accurately by verifying insurance coverage and applying copays and deductibles when applicable.
- Answered, investigated and directed patient inquiries or complaints to manager.
- Ensured compliance with HIPAA regulations through proper handling of confidential patient information.
- Demonstrated strong customer service skills by greeting patients, providing directions, and answering questions.
- Communicated delays in appointments and offered rescheduling.
- Collaborated effectively with other departments to resolve customer inquiries quickly and efficiently.
- Prepared correspondence such as letters of authorization or referrals according to established protocols.
- Compiled medical records for new patients using electronic health records system.
- Performed patient registration and scheduling in a fast-paced environment with accuracy and efficiency.
- Obtained and validated photo identifications and insurance cards, scanning documents into patients' charts.
- Input patient data into the electronic medical record system accurately and efficiently.
- Obtained proper authorization and identification prior to release of confidential medical records.
Education
High School Diploma -
Sam Rayburn High School
2121 Cherrybrook 05-1981
Some College (No Degree) -
Tyler Junior College
Tyler, TXSkills
- Family Medicine
- Document Filing
- Chart Pulling
- Reminder Calls
- Bookkeeping Support
- Patient Greeting
- Insurance Information Collection
- Patient Registration
- System Updates
- Payment Collection
- Medical Insurance
- Office Administration
- Medical Billing
- Customer service
- Patient documentation
- Electronic health records
- Insurance verification
- Conflict resolution
- Team collaboration
- HIPAA compliance
- Financial processing
- Referral coordination
- Communication skills
- Detail orientation
- Time management
- Phone etiquette
- Financial needs determination
- Verbal and written communication
- Telehealth support
- Onsite tours
- Scheduling appointments
- Queue management
- Clinical data entry
- Payment collection
- Directing callers
- Patient greeting
- Patient admitting
- Insurance verifying
- Office administration
- Appointment reminders
- Workflow optimization
- Appointment confirmation
- Patient confidentiality
- Document filing
- Patient interviewing skills
- Healthcare industry
- Check-in coordination
- Medical insurance
- Medical terminology
- Patient follow-up
- Sterilization procedures
- Reception management
- Registration and admissions
- Health insurance knowledge
- Quality assurance
- Patient check-in
- Friendly and outgoing
- Privacy regulations knowledge
- Customer follow-up
- Problem-solving
- Admitting coordination
- Complaint processing
- Process improvement
- Flexible schedule
- Relationship building
References
- Robert Dillard, Physician, Integrity Health, (316) 799-3235, dillard@jintegritymedicine.com, Friend
- Janet Davis, Patient Service Representative, UT Health East Texas, Janet.Davis@uthet.com, Friend
Personal Information
- Date of Birth: 12/14/62
- Nationality: American
- Driving License: 04092476
Timeline
Patient Service Representative
Kansas Gastroenterology
12.2023 - 02.2025
Referral Coordinator
UT Health East Texas
06.2003 - 12.2023
Anesthesia Technician
UT Health East Texas
06.2003 - 12.2023
Patient Service Representative
UT Health East Texas
06.2003 - 12.2023
High School Diploma -
Sam Rayburn High School
Some College (No Degree) -
Tyler Junior College