Laney Roberts
Lincoln,AR
Summary
Dynamic Patient Service Representative with a proven track record at Mercy Contact Center, excelling in insurance verification and appointment scheduling. Recognized for enhancing patient experience through empathetic communication and process improvements, ensuring compliance with HIPAA regulations. Committed to delivering exceptional customer service while maintaining data integrity and operational efficiency.
Overview
5
5
years of professional experience
Work History
WFH Patient Service Representative
Mercy Contact Center
09.2023 - Current
- Provided accurate information regarding services, insurance, and payment options.
- Coordinated patient follow-ups to ensure timely communication and care continuity.
- Implemented process improvements to enhance patient experience and service efficiency.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Assisted patients with scheduling appointments and managing inquiries.
Patient Access Representative
Mercy OB/GYN Clinic
10.2021 - 09.2023
- Facilitated patient check-in processes to enhance operational efficiency.
- Managed appointment scheduling using electronic health record systems.
- Ensured accurate patient information entry and verification to maintain data integrity.
- Provided empathetic support to patients, addressing inquiries and resolving issues promptly.
- Collaborated with clinical staff to streamline patient flow and reduce wait times.
- 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.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Patient Care Nursing Assistant
Mercy Hospital Fort Smith
06.2021 - 10.2021
- Assisted nursing staff with patient care tasks and daily activities to enhance overall patient comfort.
- Monitored vital signs and reported changes to healthcare team to ensure timely interventions.
- Supported patients with mobility and rehabilitation exercises, promoting independence in daily living activities.
- Maintained cleanliness and organization of patient areas, adhering to infection control protocols.
- Delivered high-quality personal care to patients, including bathing, grooming, dressing, toileting, feeding, and mobility assistance.
- Supported nursing staff by accurately obtaining and recording vital signs, promptly notifying nurses of any abnormal results.
- Maintained a safe and clean environment for patients by adhering to strict infection control protocols and regular room sanitization procedures.
Daycare Teacher
Pediatrics Plus
01.2021 - 06.2021
- Developed and implemented age-appropriate lesson plans promoting cognitive and social development.
- Fostered a nurturing environment, encouraging emotional growth and positive behavior among children.
- Collaborated with parents to discuss child progress and address developmental concerns effectively.
- Monitored classroom activities to ensure safety standards were maintained consistently throughout the day.
- Organized and led engaging educational activities, enhancing children's creativity and critical thinking skills.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Oversaw daily transitions between various activities such as snack time, outdoor playtime, naptime ensuring smooth operation of daily schedule.
Education
High School Diploma -
Lincoln High School
Lincoln05.2018
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Medical terminology
- Medicaid
- Electronic health records
- Queue management
- Appointment confirmation
Timeline
WFH Patient Service Representative
Mercy Contact Center
09.2023 - Current
Patient Access Representative
Mercy OB/GYN Clinic
10.2021 - 09.2023
Patient Care Nursing Assistant
Mercy Hospital Fort Smith
06.2021 - 10.2021
Daycare Teacher
Pediatrics Plus
01.2021 - 06.2021
High School Diploma -
Lincoln High School