Leea Jordan
Conroe,Texas
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
27
27
years of professional experience
Work History
Sr Patient Access Representative
UT Physicians EP Heart
05.2022 - Current
- Negotiated payment plans for financially challenged patients, demonstrating compassion while ensuring fiscal responsibility for the organization.
- Maintained strict confidentiality of patient information in accordance with HIPAA regulations, protecting privacy rights at all times.
- Expedited emergency department admissions through swift assessment of priority cases and rapid response time in critical situations.
- Assisted patients in understanding their financial responsibilities, promoting transparency and trust between the facility and its clientele.
- Contributed to revenue growth by effectively managing payment collections from both insured and self-pay patients.
- Maintained up-to-date knowledge of changing industry regulations ensuring compliance at all times.
- Developed strong working relationships with interdisciplinary team members to provide comprehensive support for each patient''s needs.
- Conducted regular audits of patient accounts to maintain accuracy, minimize errors, and prevent revenue loss due to incorrect billing practices.
- Coordinated pre-authorization requests with insurers efficiently reducing medical claim denials.
- Collaborated with clinical staff to ensure seamless coordination of care, resulting in improved patient outcomes.
- Reduced insurance claim denials by diligently verifying patients'' insurance coverage and eligibility.
- Enhanced patient experience with empathetic communication and personalized assistance.
- Facilitated smooth transitions during system upgrades increasing overall productivity and reducing downtime.
- Identified potential process improvements, leading to increased operational efficiency within the department.
- Improved patient satisfaction by providing timely and accurate appointment scheduling.
- Resolved complex billing issues, ensuring accurate financial records and timely payments from patients and insurers.
- Streamlined registration processes for increased efficiency and reduced wait times.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Resolved patient billing issues in line with established guidelines.
- Educated patients on importance of preventive health care and insurance coverage.
- Addressed bad debts in line with set protocols.
- 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.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Organized patient records and database to facilitate information storage and retrieval.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Imaging Accounts Receivable
Genesis HealthCare
04.2021 - 12.2022
- Expedited invoice processing by accurately assigning appropriate codes for efficient tracking and reporting purposes.
- Maintained accurate records of all financial transactions, ensuring compliance with company policies and procedures.
- Reduced overdue accounts by consistently monitoring and following up on outstanding invoices.
- Prepared comprehensive reports for management, highlighting trends in receivables performance and identifying areas for improvement.
- Improved cash flow by promptly resolving billing discrepancies and disputes with client
FRONT OFFICE SPECIALIST II
TEXAS CHILDRENS PEDIATRICS
11.1997 - 05.2020
- Create referrals for patients to see other medical professionals
- Scheduled patient appointments and diagnostic testing
- Verified insurance eligibility for all visits and procedures
- Scanned documentation
- Processed medical records
- Obtained all prior authorizations
- Answered multi lined phones
- Collected copays
- Excellent Customer service skills
- Insurance billing, rejections, and appeals
- Icd 10
- Epic
- Microsoft Office.
- Supported marketing efforts through social media management and promotional event coordination for increased brand visibility within the community.
- Expertly resolved conflicts or misunderstandings among patients or staff members to maintain a harmonious work environment.
- Managed multi-line phone system, professionally handling incoming calls while simultaneously attending to in-person visitors at the reception desk.
- Ran form copies, faxed information and made phone calls to patients, other providers and insurance companies.
- Provided forms to fill out or update and added latest information computer system.
- Streamlined appointment scheduling for improved patient experience and increased daily appointments.
- Boosted office productivity by implementing effective organizational systems and maintaining accurate records.
- Determined amounts due and accepted payments.
- Conducted regular audits of patient files to ensure accuracy and completeness, contributing to better overall patient care.
- Trained new team members on front office procedures, ensuring a consistent level of service excellence across all staff members.
- Provided compassionate care, consistently prioritizing patients'' needs and comfort during their visits.
- Assisted patients with completing necessary paperwork accurately and efficiently, expediting the check-in process for a smooth visit experience.
- Scheduled appointments, sent reminders and updated master calendar.
- Balanced financial transactions accurately through diligent record-keeping practices while adhering to established budgetary guidelines.
- Collaborated with medical staff to ensure timely communication of patient information and seamless coordination of services.
- Served as liaison between clinical and administrative staff, fostering collaboration toward shared goals of excellent patient care delivery.
- Greeted, registered, and checked in patients.
- Maintained a clean, welcoming atmosphere in the reception area, setting the stage for positive interactions with patients and visitors.
- Proactively identified areas for improvement in office policies or procedures, suggesting solutions that led to enhanced performance outcomes.
- Facilitated clear communication between patients, providers, and insurance companies to resolve billing discrepancies and minimize financial burdens on patients.
- Enhanced customer satisfaction by efficiently managing front office tasks and providing exceptional service.
- Improved overall efficiency by periodically reviewing processes and recommending changes to streamline operations when needed.
- Provided clerical support, addressing routine, and special requirements.
- Conducted research and provided reports and summaries to help management make informed decisions based on accurate information.
- Reviewed and updated customer information in database for accuracy.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Responded to inquiries from callers seeking information.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
- Maintained transaction security by verifying payment cards against identification.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
Education
NURSING ASSISTANT CERTIFICATE -
LONE STAR COLLEGE
05.1996
GED -
Lonestar College
11.1995
Skills
- Customer Service
- Multitasking and Organization
- Patient Registration Expertise
- Problem-Solving
- Money Handling
- Innovative thinker
- Communication
- HIPAA Compliance
- Insurance Verification
- Appointment Scheduling
- Medical billing knowledge
- Team Leadership
Timeline
Sr Patient Access Representative
UT Physicians EP Heart
05.2022 - Current
Imaging Accounts Receivable
Genesis HealthCare
04.2021 - 12.2022
FRONT OFFICE SPECIALIST II
TEXAS CHILDRENS PEDIATRICS
11.1997 - 05.2020
NURSING ASSISTANT CERTIFICATE -
LONE STAR COLLEGE
GED -
Lonestar College