Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kellie Irvin

Kingwood,TX

Summary

Skilled in insurance verification and customer service, I enhanced patient satisfaction and streamlined billing processes at Steward Health Care. My strong empathy and HIPAA compliance skills contributed to fostering positive relationships and efficient service delivery, training new hires, and managing high call volumes, significantly improving team performance and patient experience.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Patient Access Representative III

Steward Health Care
09.2012 - 07.2021
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
  • Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
  • Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
  • Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.

Patient Registration Specialist

R1 RCM, Intermountain Healthcare
09.2018 - 01.2020
  • Managed high-volume patient traffic during peak hours, prioritizing tasks to maintain efficient workflow.
  • Provided exceptional customer service, addressing patient concerns and answering questions promptly and professionally.
  • Improved patient satisfaction by efficiently registering patients and verifying their insurance information.
  • Assisted in training new staff members on best practices for patient registration, improving overall team performance.
  • Reduced registration errors through meticulous data entry and attention to detail.
  • Verified insurance coverage to confirm patient coverage for necessary medical services.
  • Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
  • Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.

Patient Registration Representative

McKay-Dee Hospital
12.2009 - 06.2010
  • Verified insurance coverage to confirm patient coverage for necessary medical services.
  • Gathered demographic and insurance information to register patients for medical appointments.
  • Imaged and scanned patient and registration documentation into electronic patient records.
  • Demonstrated adaptability in handling high-volume periods while maintaining a calm demeanor, resulting in efficient service delivery during peak hours.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Followed up on missed appointments with patients to reschedule and promote continuity of care.
  • Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.

Admitting Registrar

Davis Hospital and Medical Center
04.2007 - 04.2009
  • Facilitated smooth transitions between departments for patients by coordinating transfers and ensuring all necessary paperwork was completed accurately.
  • Contributed to departmental goals by consistently meeting or exceeding daily registration quotas.
  • Ensured accuracy of patient records by diligently updating demographic, medical, and financial data.
  • Improved patient flow by coordinating bed assignments and communicating with nursing staff effectively.
  • Assisted patients in understanding their financial options, including payment plans, co-pays, deductibles, and out-of-pocket expenses.
  • Collaborated with medical staff to ensure timely and accurate completion of admission forms and documentation.
  • Verified patient details and insurance coverage and collected co-pays.

Waitress

Ruby River Steak House
11.2000 - 01.2004
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Used cash registers and credit card machines to cash out customers.
  • Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.

Education

High School Diploma -

Payson Senior High School
Payson, Ut
05-1997

Skills

  • Customer service
  • Insurance verification
  • HIPAA compliance
  • Appointment scheduling
  • Registration and admissions
  • Strong empathy

Certification

  • Heartsaver First Aid CPR AED American Heart Association October 2024
  • CPI Crises Intervention Prevention 2023

Timeline

Patient Registration Specialist

R1 RCM, Intermountain Healthcare
09.2018 - 01.2020

Patient Access Representative III

Steward Health Care
09.2012 - 07.2021

Patient Registration Representative

McKay-Dee Hospital
12.2009 - 06.2010

Admitting Registrar

Davis Hospital and Medical Center
04.2007 - 04.2009

Waitress

Ruby River Steak House
11.2000 - 01.2004

High School Diploma -

Payson Senior High School

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Kellie Irvin