LaWanda Roane
Richmond,VA
Summary
Healthcare professional prepared for senior-level responsibilities in patient access. Proven track record in enhancing patient service processes and streamlining operations. Valued team collaborator focused on delivering results and adapting to changing needs.
Overview
18
18
years of professional experience
Work History
Senior Patient Access Representative
VCU Health System
Richmond, VA
10.2022 - Current
- Managed patient registration and insurance verification processes to enhance access and streamline operations.
- Trained and mentored junior staff on effective patient intake methodologies and compliance standards.
- Collaborated with clinical teams to resolve patient inquiries, ensuring a seamless experience from admission to discharge.
- Implemented process improvements that reduced wait times and increased patient satisfaction scores.
- Oversaw scheduling systems to maximize resource utilization while maintaining high levels of customer service.
- Maintained strict confidentiality of patient information in accordance with HIPAA regulations, protecting privacy rights at all times.
- Trained new Patient Access Representatives, contributing to a more skilled and efficient team.
- Developed strong working relationships with interdisciplinary team members to provide comprehensive support for each patient''s needs.
- Managed high call volumes while maintaining exceptional customer service standards for patients and healthcare providers alike.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
Unit Secretary
VCU Health
Richmond, VA
01.2008 - 10.2022
- Maintained accurate medical records and ensured compliance with health regulations.
- Facilitated communication between healthcare providers, patients, and families for seamless care delivery.
- Streamlined administrative processes to enhance operational efficiency within the unit.
- Trained new staff on office protocols and electronic health record systems for consistency.
- 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.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
Education
High School Diploma -
King William High School
King William, VA06-1995
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Financial counseling
- Strong interpersonal skills
- Patient registration expertise
- Customer service
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Team collaboration
- Team leadership
- Customer follow-up
- Verbal and written communication
- Money handling
- Patient check-in
- Patient education
- Registration and admissions
- Electronic health records
- Relationship building
- Phone and email etiquette
- Flexible schedule
- Patient registration
- Data entry
- Conflict resolution
- Policy understanding
- Training coordination
- EMR
- Paging systems
- Call screening
- Fee collection
- EMR updating
- Complaint processing
- Patient identity verification
- Admitting coordination
- Teamwork
- Teamwork and collaboration
- Time management
- Attention to detail
- Punctual and hardworking
- Problem-solving abilities
- Calm and effective under pressure
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Registration and scheduling
- Organizational skills
- Caring and empathetic
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Detail-oriented
- Documenting and recording information
- Reliability and dedication
- Insurance verifying
- Communicating to patients and families
- Patient confidentiality and data security
- Resolving problems
- Patient documentation
- Medical insurance
- Scheduling appointments
- Documentation skills
- Organized and detail oriented
- Team building
- Task prioritization
- Outbound calling
- Self motivation
- Document filing
Timeline
Senior Patient Access Representative
VCU Health System
10.2022 - Current
Unit Secretary
VCU Health
01.2008 - 10.2022
High School Diploma -
King William High School