Linda McQuinn
Richmond,VA
Summary
With a proven track record at VCU Health System, I excel in delivering exceptional customer service and managing patient data with precision. Leveraging strong organizational skills and medical terminology knowledge, I've significantly enhanced patient satisfaction and operational efficiency. My adept problem-solving and interpersonal abilities ensure high-quality healthcare support.
Overview
18
18
years of professional experience
Work History
Revenue Cycle Customer Service Representative Sr.
VCU Health System
04.2019 - 09.2019
- Managed a high volume of inbound/outbound telephone calls and walk-ins efficiently and effectively.
- Ensured patient satisfaction by providing quality customer service to patients/guarantors in order to resolve issues/concerns regarding their hospital/and or physician account(s), collections and tax refund issues.
- Identified and prioritized problems/issues, analyzed accounts, determined appropriate outcomes and escalated major issues to supervisor as needed.
- Used available systems accurately and in accordance with standards set by the supervisor and company policies while maintaining a calm, positive and professional demeanor at all times.
- Assisted customers in navigating company website in order to access account information and make payments.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Insurance Verification Specialist
VCU Health System
02.2016 - 04.2019
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Ensured the accuracy and completeness of demographic, insurance plan and visit level data for patients scheduled for an upcoming outpatient appointment, or based on a change to the registration and/or visit.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Updated patient records with accurate, current insurance policy information.
- Established and maintained relationships with insurance providers for productive communications.
- Reduced errors in billing by accurately maintaining patient records with updated insurance information.
- Demonstrated a high level of professionalism and attention to detail in all aspects of insurance verification specialist role, consistently exceeding performance expectations.
- Trained new employees on best practices for efficient insurance verification processes and procedures.
Patient Service Representative, VTCC
VCU Health System
01.2014 - 02.2016
- Greeted and assisted patients with check-in, check-out procedures.
- Facilitated patient registration by accurately entering demographic information into electronic health record systems.
- Identfied and verified insurance plans and listed payers in proper sequence to establish chain of payment.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Balanced deposits and credit card payments each day.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Communicated effectively and processionally with patients, co-workers, management and other medical professionals.
- Maintained a professional demeanor while delivering exceptional customer service to patients, their family members, representatives and other medical professionals outside VCU Medical Center.
Front Desk Medical Receptionist
Capital Pediatrics
11.2004 - 08.2014
- Coordinated patient scheduling, check-in, check-out and handled financial transactions related to copayments or self-pay fees while adhering to company policies regarding payment collection.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Facilitated smooth daily operations by managing a high volume of incoming calls professionally while addressing inquiries or directing calls to appropriate staff members.
- Managed the efficient flow of medical records by confirming accuracy, scanning documents into the EHR system, and securely storing physical copies.
- Increased accuracy in data entry tasks by regularly updating patient demographics and insurance information.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Enhanced office productivity by assisting in training new hires on software systems, office procedures, and best practices.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
Medical Assistant
Richmond Gastroenterology Associates
04.2001 - 08.2004
- Greeted patients and agency visitors promptly and professionally.
- Verified patient insurance coverage and collected required co-payments upon check-in.
- Answered telephone calls to offer office information, answer questions, and direct calls to appropriate staff.
- Recorded clear and detailed clinical voicemail messages retrieved for providers and staff members.
- Performed medical records management, including filing, organizing and scanning documents.
- Obtained and documented patient medical history, medication information, allergies, vital signs and current complaints at intake.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations..
- Assisted physician during patient examinations when needed.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Scheduled procedures and radiology exams for patients.
- Acquired insurance authorizations for procedures and tests ordered by attending physician.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Maintained patient privacy and confidential patient information.
Education
Health Sciences
J Sargeant Reynolds Community College
Richmond, VACertificate - Medical Coding-ICD 10
Chesterfield Adult Continuing Education
Chesterfield, VA2019
Certificate Of Completion - Cosmetology
Richmond Technical Center
Richmond, VA 2012
High School Diploma -
Armstrong High School
Richmond, VA1992
Skills
- Customer Service
- Call center experience
- Problem-solving abilities
- Strong organizational and time management skills
- Medical terminology knowledge
- Electronic Medical Record (EMR)
- Experience in Microsoft Office (Excel, Word, Outlook)
- Excellent phone etiquette and interpersonal skills
- Exceptional attention to detail
- Calm and level-headed under stress
- Ability to communicate affectively
- Ability to multitask
- Active Listening
- Critical Thinking
- Call center experience
- Strong work ethic and eager to learn
- Team player with a positive attitude
Timeline
Revenue Cycle Customer Service Representative Sr.
VCU Health System
04.2019 - 09.2019
Insurance Verification Specialist
VCU Health System
02.2016 - 04.2019
Patient Service Representative, VTCC
VCU Health System
01.2014 - 02.2016
Front Desk Medical Receptionist
Capital Pediatrics
11.2004 - 08.2014
Medical Assistant
Richmond Gastroenterology Associates
04.2001 - 08.2004
Health Sciences
J Sargeant Reynolds Community College
Certificate - Medical Coding-ICD 10
Chesterfield Adult Continuing Education
Certificate Of Completion - Cosmetology
Richmond Technical Center
High School Diploma -
Armstrong High School
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