Lindsay Holden
Great Falls,MT
Summary
Patient Service Representative with extensive experience at Benefis Hospital, specializing in HIPAA compliance and patient intake. Enhanced patient satisfaction through exceptional customer service and efficient insurance verification. Proven ability to manage sensitive situations professionally, leading to improved clinic productivity and patient outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Benefis Hospital
01.2019 - Current
- Participated in ongoing training programs on HIPAA compliance, ensuring up-to-date regulatory knowledge.
- Verified patient insurance eligibility and coverage to facilitate seamless care.
- Handled sensitive patient concerns with professionalism, fostering trust within the clinic.
- Filed and maintained patient records according to HIPAA regulations for compliance.
- Provided exceptional customer service during check-in and check-out processes, enhancing patient satisfaction.
- Managed accurate patient registration processes, confirming completeness of data.
- Coordinated referrals between primary care providers and specialists for a smooth patient experience.
- Processed medical records requests efficiently while safeguarding patient privacy.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Used Epi Nexgen meditech to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
HDC Associate
Restoration Hardware
06.2016 - 11.2018
- Resolved complex issues while delivering exceptional customer service.
- Developed and implemented strategies to enhance customer satisfaction and engagement.
- Streamlined inventory management processes, minimizing waste and optimizing stock levels.
- Established relationships with key stakeholders to improve interdepartmental communication.
- Analyzed customer data to identify trends and anticipate needs.
- Managed high-stress situations, effectively resolving conflicts and disputes.
- Handled escalated calls efficiently, achieving satisfactory resolutions for customers.
- Assisted customers with website navigation and online orders, enhancing user experience.
Assistant Manager
Starbucks
06.2005 - 03.2016
- Supervised daily operations to meet performance, quality, and service objectives.
- Maintained clean, safe, and organized store environment to enhance customer experience.
- Developed strong relationships with staff to promote positive workplace culture.
- Monitored cash intake and deposit records to ensure accuracy and minimize discrepancies.
- Oversaw daily cash reconciliations for precise financial reporting.
- Resolved customer complaints swiftly to boost satisfaction levels.
- Conducted regular inventory counts to verify stock levels and anticipate future needs.
- Scheduled staff shifts strategically to optimize coverage during peak hours while adhering to labor budgets.
Education
GED -
Charter One
Stockton, CA06-2005
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Patient confidentiality
- Patient intake
- Payment collection
- Scheduling appointments
- Appointment scheduling
- Medical terminology
- Office administration
- Document filing
- Data entry proficiency
- Medicaid
- Phone etiquette
- Front desk supervision
Accomplishments
- Documented and resolved patient issues which led to customer satisfaction.
- Collaborated with Doctors,nurses and CNA in the development of on going projects to better the health of patients .
- Resolved product issue through consumer testing.
- Supervised team of 4 staff members.
Certification
- Epic Training - 4 weeks
- HIPPA Training - 1 week
- Certified PSR, Benefis Hospital
- Pediatric and Heart and vascular, - 2yrs
Timeline
Patient Service Representative
Benefis Hospital
01.2019 - Current
HDC Associate
Restoration Hardware
06.2016 - 11.2018
Assistant Manager
Starbucks
06.2005 - 03.2016
GED -
Charter One