Summary
Overview
Work History
Education
Skills
Timeline
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Lana Straub

Bismarck,ND

Summary

Proven Patient Access Representative with a track record of enhancing patient satisfaction and streamlining registration processes at Essentia Health. Excels in customer service and HIPAA compliance, adept at improving workflows and patient experiences. Demonstrates strong problem-solving abilities and effective collaboration, contributing to high-quality patient care and operational efficiency.

Overview

39
39
years of professional experience

Work History

Patient Access Representative

Essentia Health
03.2021 - 10.2024
  • Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
  • Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
  • Proved successful working within tight deadlines and a fast-paced environment.

Numerous Positions

Baptist Home Care
02.1986 - 04.2018
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Education

Associate Degree In Nursing - Nursing

UTTC / Mary College
Bismarck, ND
05.2007

High School Diploma - Required

Bismarck High School
Bismarck, ND
05.1983

Skills

  • Customer Service
  • Insurance Verification
  • HIPAA Compliance
  • Patient Registration

Timeline

Patient Access Representative

Essentia Health
03.2021 - 10.2024

Numerous Positions

Baptist Home Care
02.1986 - 04.2018

Associate Degree In Nursing - Nursing

UTTC / Mary College

High School Diploma - Required

Bismarck High School

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Lana Straub