Lindsay M. Falck
Kearns,USA
Summary
Organized Patient Service Representative with 20 + years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in EPIC, MS Word, Excel, Powerpoint, and Outlook.
Overview
30
30
years of professional experience
Work History
Patient Service Representative
Moran Eye Center
Murray, UT
08.2022 - Current
- Company Overview: University of Utah Hospitals and Clinics
- As a Patient Service Representative, I am the first point of contact for our Ophthalmology doctors that specialize in Cornea, Glaucoma, Neuro-Ophthalmology, and Retinal diseases.
- Interactions with each person must provide empathy, care, and professional treatment because many of our patients are experiencing life altering visual changes.
- I verify patient insurance eligibility and enter patient information into EPIC.
- I balance deposits and credit card payments each day.
- I utilize Microsoft Word, Excel, Teams, Outlook, and EPIC systems.
- I use EPIC to schedule appointments and coordinate multiple visits on some days for patients that travel far distances or from out of state.
- I stay calm under pressure and successfully deal with difficult situations.
- Occasionally I encounter patients that are upset over account balances or out of network insurance, because they haven’t been notified of either. I always check the insurance dictionary to double check the coverage and I give the patients the option to be seen as self-pay with a discount or offer to bill the medical insurance if they have out of network benefits. I always let the patient know that they may cancel as well if they’d like to find an in-network provider. These patients get very frustrated, because they feel their time has been wasted. I apologize under these circumstances and make sure the patient feels seen.
- In addition, I compile and maintain patient medical records to keep information complete and up to date.
- I also facilitated communication between patients and various departments and staff, if they have questions about their visits or need appointments to be rescheduled. I use EPIC messaging and encounters, as well as teams messaging to accomplish this task. I also go back to clinic to verify a good time to add patients to the schedule if the schedule is already overbooked.
Eligibility Consultant
Aetna/CVS
Sandy, UT
05.2006 - 08.2022
- As an Eligibility Consultant I reviewed medical, dental, and vision membership for small businesses.
- This required the ability to utilize multiple databases to enroll, term, or alter member benefits.
- I utilized MS applications such as Excel, Outlook, Word, and teams.
- The job required knowledge of state legislation and utilization of Springboard and Benefitfocus portals, as well as Rumba.
- Customer contact was often necessary either by phone call or email and was usually performed when we were missing crucial items that were needed to complete an enrollment.
Quality Assurance Analyst / Patient Registrar
Iasis Healthcare / Pioneer Valley Hospital
West Valley City, UT
01.2002 - 05.2006
- As a Quality Analyst I reviewed work completed by the registration staff to check for correct spelling and grammar. This ensured that all patients admitted to the hospital for emergency or long-term care were enrolled in the correct medical plan.
- I trained new staff in enrollment processes. To accomplish this, I created a quick guide to help registration staff determine the correct insurance plan to pick, which in turn, helped claims process more efficiently.
- As a Registrar in the emergency department checked in patients that were experiencing medical emergencies. The job was extremely stressful and required quick decision making to decide the level of care the patient needed, based on their symptoms.
- I communicated via walkie talkie with medical staff to make sure these patients were attended to immediately.
- Great patient communication was a must, to ensure quick care and insurance accuracy.
- Copays were collected and cash drawers were reconciled at the end of each shift.
Customer Service Specialist
Pagenet / Arch Wireless
West Valley, UT
09.1999 - 01.2001
- As a customer service specialist, I responded to patient billing questions via letters, emails and faxes. Some issues were also regarding programming pagers and ensuring that service was investigated and reactivated if payments were up to date.
- I frequently sent letters to customers, which were composed using Microsoft Word.
- Toward the end of my career with Pagenet they were acquired by Arch Wireless. Arch Wireless closed the Utah office and laid off employees.
- For the last six months at the company, my job was to answer phone calls from clients and address billing and service questions one on one.
Reservation Agent
Holiday Inn / Bass Hotels and Resorts
West Valley, UT
09.1998 - 08.1999
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different resort locations.
- Resolved various issues and discrepancies for customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Cashier
Salt Lake International Airport Parking
West Valley, UT
08.1997 - 09.1998
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Learned duties for various positions and provided backup at key times.
Cashier and Food Handler
Skool Lunch
Salt Lake City, UT
06.1996 - 08.1997
- Obtained a food handlers permit in order to maintain food safety protocols.
- Prepared customer breakfast and lunch orders and corrected any order errors that may have taken place.
- Ordered, stocked, and displayed merchandise as required.
- Performed cash, card, and check transactions to complete customer purchases.
- Ordered food from Sysco and acted as dishwasher at the end of the day.
Education
Associate of Science - General Studies
Salt Lake Community College
Salt Lake City, UT05-2019
High School Diploma -
Kearns High School
Kearns, UT06-1996
Skills
- Time Management
- Critical Thinking
- Active Listening
- Service Orientation
- Judgment and Decision Making
- Team Player
- Medical filing
- Routing lab results
- Recording histories
- Patient confidentiality
- Customer service
- HIPAA compliance
- Phone etiquette
- Medical insurance
Timeline
Patient Service Representative
Moran Eye Center
08.2022 - Current
Eligibility Consultant
Aetna/CVS
05.2006 - 08.2022
Quality Assurance Analyst / Patient Registrar
Iasis Healthcare / Pioneer Valley Hospital
01.2002 - 05.2006
Customer Service Specialist
Pagenet / Arch Wireless
09.1999 - 01.2001
Reservation Agent
Holiday Inn / Bass Hotels and Resorts
09.1998 - 08.1999
Cashier
Salt Lake International Airport Parking
08.1997 - 09.1998
Cashier and Food Handler
Skool Lunch
06.1996 - 08.1997
Associate of Science - General Studies
Salt Lake Community College
High School Diploma -
Kearns High School