Krystal Farrell
Nashua,NH
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 6 years of relevant work experience to team. Cordial Patient Access Specialist with demonstrated customer service skills in all interactions, with both external and internal customers. Social and communicative with high regard for sensitive and confidential information. Clear understanding of HIPAA rules and insurance protocols.
Overview
9
9
years of professional experience
Work History
Patient Access Specialist
Lahey Hospital & Medical Center
04.2021 - Current
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Managed high call volume while maintaining professional demeanor, ensuring accurate communication of information.
- Prepared patient identification band and completed admissions papers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- De-escalation Class
- Handles Death Certificates for ER and Main Hospital; Types, and faxed over to appropriate parties.
Patient Access Representative
Northeast Rehab Hospital
10.2018 - 10.2021
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into system.
- Trained new staff on hospital processes and procedures.
- Greeted and assisted patients with check-in procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Trained new staff on filing, phone etiquette and other office duties.
Receptionists
The Residence At Freeman Lake
03.2020 - 09.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Cashier/Supervior
Jcpenney
01.2016 - 01.2019
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Maintained safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.
- Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
- Reduced transaction errors with thorough daily audits of cash drawers and regular monitoring of cashier performance.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations.
- Increased cashier efficiency through hands-on coaching sessions focused on improving speed, accuracy, and customer interactions.
Cashier
T.J. Maxx
08.2015 - 01.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained balanced cash drawer, ensuring accurate accounting at end of each shift.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Education
High School Diploma -
Nashua High School North
Nashua06.2016
Skills
- Front Desk Operations
- Appointment Scheduling
- HIPAA Compliance
- Exceptional communication
- Patient Scheduling
- Caring and Empathetic
- Patient Intake
- Patient Registration
- Customer Service
- Phone and Email Etiquette
- Patient check-in
- Medical Billing
- Calm and Effective Under Pressure
- Insurance verifying
Timeline
Patient Access Specialist
Lahey Hospital & Medical Center
04.2021 - Current
Receptionists
The Residence At Freeman Lake
03.2020 - 09.2021
Patient Access Representative
Northeast Rehab Hospital
10.2018 - 10.2021
Cashier/Supervior
Jcpenney
01.2016 - 01.2019
Cashier
T.J. Maxx
08.2015 - 01.2017
High School Diploma -
Nashua High School North
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