LAURA NEWMAN
Montross,VA
Summary
Dynamic Patient Access Representative with extensive experience at VCU Health, excelling in insurance verification and medical scheduling. Proven ability to enhance patient satisfaction through exceptional customer service and organizational skills. Adept at managing complex inquiries and ensuring compliance with HIPAA regulations, contributing to streamlined operations and improved patient care.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Patient Access Representative
VCU Health
Tappahannock, Virginia
04.2025 - Current
- Greeted patients and visitors warmly upon arrival at healthcare facility.
- Collected patient information and verified insurance details for registration.
- Scheduled appointments efficiently using electronic health record system.
- Assisted patients with completing necessary forms and documentation.
- Managed phone calls, directing inquiries to appropriate departments as needed.
- Applied HIPAA privacy and security regulations while handling patient information.
- Scanned documents into electronic medical records system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Responded to patient inquiries regarding billing or financial matters.
- Processed patient responsibility estimate determined by insurance at pre-registration.
Programs Coordinator
Northern Neck Regional Jail
Warsaw, VA
12.2022 - Current
- Collaborated with internal teams across departments to ensure effective operations of the program.
- Organized and facilitated workshops, meetings, and training sessions for participants.
- Identified and implemented program improvements to enhance performance.
- Scheduled and organized program-related meetings and events.
- Maintained compliance with all regulations relevant to the program activities.
- Implemented strategies to increase participation in programs among target populations.
- Analyzed program results and developed recommendations for improvement.
- Managed databases containing participant information and program metrics.
- Conducted research to identify best practices related to program objectives.
- Kept team members up-to-date with relevant project information.
- Supervised personnel involved in delivering services under the auspices of the program.
- Designed promotional materials such as flyers, brochures, and websites in order to raise awareness about programs.
- Recruited volunteers for specific tasks associated with the running of the program.
Medical Customer Service Supervisor and Dispatcher
Norco Medical
Kalispell, MT
11.2016 - 09.2022
- Led a team responsible for the coordination of durable medical equipment to various populations within the community.
- Determined beneficiary qualification requirements for insurance reimbursement, adhering to both Medicare and Medicaid guidelines.
- Supervised a multi-person team of customer service representatives and drivers, ensuring prompt and professional delivery of medical supplies and durable medical equipment.
- Extensive use of medical terminology, medical coding, and common human medical conditions to ensure proper medical billing.
- Monitored office supply needs with consistent inventory checks and requisition approvals.
- Conferred with other departments on projects involving multiple teams from different divisions.
- Developed and maintained effective relationships with vendors and suppliers.
- Mentored employees in complex issue resolution and drafted scripts for addressing common challenges.
- Oversaw daily operations of the customer service department, including monitoring call queues, managing escalations, and resolving complex customer issues.
- Provided excellent customer service to clients, resolving their inquiries and complaints in a timely manner.
- Coordinated with other departments to ensure customers received accurate information about products or services.
- Provided accurate information to customers on merchandise return policies, refunds, and warranty repairs.
Home Health Aide
Kalispell Regional Healthcare
Kalispell, MT
01.2003 - 12.2016
- Assisted with activities of daily living including bathing, grooming, feeding, toileting and transferring of clients.
- Assisted patients with bathing and grooming to encourage personal hygiene.
- Successfully managed multiple tasks simultaneously while providing quality service to all clients in a timely manner.
- Maintained confidentiality regarding patient information at all times in accordance with HIPAA regulations.
- Maintained accurate records of patient care, condition, progress, and concerns.
- Developed strong communication skills by interacting with a variety of medical professionals, family members, and patients.
- Recorded patient information, notifying nursing staff of changing or unusual conditions.
Education
Bachelors - Healthcare Administration
Ashford University
12.2016
Flathead Community College
12.2001
Skills
- Word Office
- Excel
- Teams
- PowerPoint
- Windows
- Mac
- Organizational abilities
- Time management
- Multi-tasking
- Customer service
- Medical Billing
- Medical Coding
- Home Care
- Medical Terminology
- Medical Records
- Meal Preparation
- Supervising Experience
- Microsoft Windows Server
- Insurance Verification
- Medical Scheduling
- Vital Signs
- Hospital Experience
- ICD-10
- Notary
Certification
- CNA
- CPR Certification
Timeline
Patient Access Representative
VCU Health
04.2025 - Current
Programs Coordinator
Northern Neck Regional Jail
12.2022 - Current
Medical Customer Service Supervisor and Dispatcher
Norco Medical
11.2016 - 09.2022
Home Health Aide
Kalispell Regional Healthcare
01.2003 - 12.2016
Bachelors - Healthcare Administration
Ashford University
Flathead Community College