Kelly McGraw
Summary
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
34
34
years of professional experience
Work History
Patient Services Representative
Diagnostic and Medical Clinic / Infirmary Health
11.2020 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used EPIC to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person and via telephone.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
Patient Care Assistant
Homestead Retirement Village
09.2018 - 11.2020
- Assisted nurses with daily patient care tasks, ensuring timely and efficient medical support.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Demonstrated strong teamwork skills by collaborating effectively with colleagues and other healthcare professionals to achieve optimal patient outcomes.
- Promoted a positive patient experience by actively listening and empathizing with their needs and emotions.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Enhanced patient comfort by providing compassionate and attentive care.
- Facilitated effective communication between patients, families, and healthcare staff to ensure understanding and address concerns.
- Ensured accurate documentation of patient information in electronic health records for appropriate record keeping.
- Prioritized confidentiality by diligently adhering to HIPAA regulations when handling sensitive patient information.
Customer Service Representative
University of Mississippi Medical Center, UMMC
12.2006 - 09.2018
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Supported office staff and operational requirements with administrative tasks.
- Located, checked in, and pulled medical records for patient appointments and incomplete charts.
- Enhanced office productivity by handling high volume of callers per day.
- Improved billing processes by diligently verifying insurance coverage, submitting claims, and following up on unpaid balances.
- Maintained current and accurate medical records for patients.
- Reduced wait times for patients by effectively coordinating lab tests, imaging studies, and consultations with other healthcare providers.
Pharmacy Technician
Vanjon's Pharmacy
06.1991 - 12.2006
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Entered and processed patients' prescriptions into internal system.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
Education
Regular Ed.
Satsuma High School
Satsuma, AL01-1983
Skills
- Customer service
- HIPAA compliance
- Insurance verifying
- Payment collection
- Scheduling appointments
- Office administration
- Document filing
- Conflict resolution
- Reception management
- Cross-cultural sensitivity
- Phone etiquette
- Problem-solving
Timeline
Patient Services Representative
Diagnostic and Medical Clinic / Infirmary Health
11.2020 - Current
Patient Care Assistant
Homestead Retirement Village
09.2018 - 11.2020
Customer Service Representative
University of Mississippi Medical Center, UMMC
12.2006 - 09.2018
Pharmacy Technician
Vanjon's Pharmacy
06.1991 - 12.2006
Regular Ed.
Satsuma High School
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