Kelly Kelly
Scranton,United States
Summary
Experienced Patient Access Representative specializing in patient registration and HIPAA compliance at Geisinger. Proficient in optimizing workflows and improving customer satisfaction through clear communication. Achievements include implementing process enhancements that streamlined operations and enriched patient care experiences.
Overview
20
20
years of professional experience
Work History
Patient Access Representative
Geisinger
Scranton, PA
03.2021 - Current
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Responded to patient concerns and inquiries professionally and efficiently.
- Obtained health, financial and religious information from patients at time of admission.
- Explained policies, procedures and services to patients.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
- Coordinated appointment scheduling and follow-up with healthcare providers, enhancing patient access and service delivery.
- Implemented workflow process improvements, increasing operational efficiency within the department.
- Adhered to HIPAA guidelines when handling confidential information related to patient care records or financial data.
- Participated in departmental meetings to discuss policy changes that impact patient access operations.
- Identified opportunities for improvement in workflows related to patient access activities such as registration process improvements or streamlining of procedures in order to improve customer service satisfaction scores.
- Provided support to clinical staff including scheduling appointments and obtaining authorization for services.
- Responded promptly to inquiries from internal departments such as nursing, laboratory personnel, physicians and hospital administrators.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Streamlined scheduling of appointments across multiple departments to improve patient care coordination.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Collaborated with clinical and administrative staff to meet patient needs.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Instructed patients on policies and actions for various appointments and procedures.
Lifeskills Paraprofessional
Scranton School District
Scranton, PA
10.2012 - 10.2020
- Provided one-on-one attention to enhance student engagement and participation during group activities.
- Offered students personalized educational, behavioral and emotional support.
- Supported students in developing strategies for individual and group learning.
- Fostered inclusive and supportive learning environments to promote student collaboration and growth.
- Customized small group and individual classroom activities based on differentiated learning needs.
- Monitored student behaviors to assist teachers in identifying learning obstacles and tailoring support strategies.
- Planned and led activities to develop students' physical, emotional and social growth.
- Applied positive reinforcement to redirect negative behaviors.
- Modeled and taught basic and advanced social skills, conflict management techniques and study approaches to students.
- Assisted children at stations during small-group learning periods.
- Provided classroom support throughout planned instruction and individual lessons.
- Served as classroom aide to teachers and worked one-on-one with special needs students age 11 to 14.
- Supervised students and maintained security throughout school buildings and on field trips.
- Communicated and collaborated well with educators from various grade levels.
- Cleaned and organized classrooms to ensure a conducive learning environment.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Graded assignments and tests using answer key, documented results and informed lead teacher of students' performance.
- Complied with instructor-developed IEPs and made informed recommendations for adjustments.
- Monitored students in class, hallways, and cafeteria to ensure compliance with school rules.
Urology Secretary
Delta Medix
Scranton, PA
07.2009 - 04.2011
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Answered phone calls to provide assistance, information and medical personnel access.
- Managed unit call reception and routed calls to correct department.
- Performed a variety of clerical tasks to support daily operations. and assisted with unit duties to keep departments running smoothly.
- Maintained organized filing system of paper and electronic documents.
- Retrieved physicians' paperwork, including lab test requests.
Medical Records File Clerk
Hematology and Oncology Associates
Dunmore , PA
02.2006 - 06.2009
- Verified, updated and entered patient information into system.
- Maintained complete confidentiality in accordance with organization and legal requirements.
- Observed confidentiality and safeguarded all patient-related information.
- Facilitated processing of records requests to ensure timely access to patient information.
- Completed patient paperwork and maintained accurate records.
- Recorded and filed patient data and medical records.
- Scanned incoming documents to create and maintain comprehensive electronic records.
- Processed documentation and completed projects with speed and accuracy to support departmental operations.
- Pulled patient charts for upcoming appointments.
- Reached out to medical providers to check on requests and address issues.
- Kept department clean, organized and professional.
Education
Medical Transcription And Insurance Billing - Medical Billing
Allied Medical And Technical
Scranton, PA07.2006
High School Diploma -
Scranton High School
Scranton, PA06.1997
Skills
- Insurance company knowledgeable
- Appointment scheduling
- Regulatory compliance
- Patient registration
- HIPAA compliance
- Electronic medical records
- Customer relationship management
- Conflict resolution
- Process improvement
- Team collaboration
- Effective communication
- Attention to detail
- Time management
- Empathetic listening
- Problem solving
- Workflow optimization
- Strong interpersonal skills
- Strong empathy
- Complaint processing
- Electronic health records
- Information collection
- Customer follow-up
- Phone and email etiquette
- Team leadership
- Appointment reminders
- Relationship building
- Friendly and outgoing
- Problem-solving
- Customer service
- Call screening
- Referral coordination
- Multitasking and organization
- Gathering information from patients
- Self motivation
Education and Training
other,other
Timeline
Patient Access Representative
Geisinger
03.2021 - Current
Lifeskills Paraprofessional
Scranton School District
10.2012 - 10.2020
Urology Secretary
Delta Medix
07.2009 - 04.2011
Medical Records File Clerk
Hematology and Oncology Associates
02.2006 - 06.2009
Medical Transcription And Insurance Billing - Medical Billing
Allied Medical And Technical
High School Diploma -
Scranton High School