April Underdue
Philadelphia,PA
Summary
Talented patient service representative with advanced knowledge of surgical procedures, scheduling protocols and medical terminology. Correctly codes procedures, provides accurate updates and efficiently prioritizes and completes high-volume workloads. Experienced in fast-paced medical settings and adept at handling administrative work, including appointment setting, patient relations and intake information. Highly organized and proactive with excellent communication and planning skills.
Overview
28
28
years of professional experience
Work History
Patient Services Rep
Children’s Hospital of Philadelphia
06.2023 - Current
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction. Schedule appointments in Epic, verify coverage through various websites, obtain referrals, update work queues.
Registrar
Temple University Hospital
01.2010 - 06.2023
- Organized, reviewed, and filed paperwork for secure recordkeeping.
- Greeted every guest with personable approach and provided knowledgeable service.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Ensured accurate student records by diligently maintaining and updating information in the database. Responsible for registration, checking in/out in Epic, verify insurance coverage, scheduling, admissions, coding and billing.
- Developed and implemented registration policies, procedures and timelines for smooth administration processes.
Secretary
Main Source Notary
07.2008 - 01.2010
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
Unit Secretary
Mercy Health System
06.2007 - 07.2008
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
Patient Service Rep
VCU Health System
08.2005 - 06.2007
- 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. Collect copays, billing, call center experience, scheduling
ED Registrar
Hospital of the University of PA
08.1996 - 08.2005
- Supported junior staff members through mentorship, guidance, and sharing clinical knowledge to enhance their skills as healthcare providers.
- Improved patient care by efficiently managing high-volume emergency department cases and prioritizing urgent needs.
- Contributed to continuous quality improvement initiatives by regularly participating in audits, case reviews, and professional development opportunities.
- Verified financial and insurance information using appropriate database retrieval systems.
Education
Bachelor of Science - Bachelor of Business
Norfolk State University
Norfolk, VASkills
- Insurance Verification
- Appointment Scheduling
- Data entry proficiency
- Front office operations
- Effective Communication
- Patient confidentiality
- Medical Terminology
- Medical Billing
- Problem-Solving
- Team Collaboration
- Team Leadership
- Clerical and Filing Support
- Customer Service
- Active Listening
- Critical Thinking
Timeline
Patient Services Rep
Children’s Hospital of Philadelphia
06.2023 - Current
Registrar
Temple University Hospital
01.2010 - 06.2023
Secretary
Main Source Notary
07.2008 - 01.2010
Unit Secretary
Mercy Health System
06.2007 - 07.2008
Patient Service Rep
VCU Health System
08.2005 - 06.2007
ED Registrar
Hospital of the University of PA
08.1996 - 08.2005
Bachelor of Science - Bachelor of Business
Norfolk State University
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