Lisa Bacon
Holden ,MA
Summary
Dynamic Patient Service Representative with expertise in customer service and data entry, honed at Reliant Medical Group. Excelled in enhancing patient satisfaction and streamlining appointment scheduling. Proficient in Microsoft Excel, fostering strong relationships through active listening and problem resolution. Successfully improved patient satisfaction by 20% through effective communication and conflict resolution strategies.
Overview
10
10
years of professional experience
Work History
Patient Service Representative
Reliant Medical Group
Holden, MA
01.2016 - Current
- Assisted patients with scheduling appointments and managing inquiries.
- Provided information on services, policies, and procedures to enhance patient experience.
- Handled incoming calls and directed them to appropriate departments efficiently.
- Maintained accurate patient records and updated information in the system.
- Supported billing processes by verifying insurance information and patient eligibility.
- Coordinated communication between healthcare providers and patients for seamless service.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Software to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- 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.
- Balanced deposits and credit card payments each day.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- 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.
- Responded to inquiries by directing calls to appropriate personnel.
Education
Health Education
David Hale Fanning Trade
Worcester, MA08.1989
Skills
- Customer service and support
- Active listening
- Critical thinking
- Data entry and documentation
- Problem resolution
- Relationship management
- Call center operations
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel and Outlook
- Payment processing
- Customer satisfaction measurement
- Professional telephone etiquette
- Scheduling and coordination
- Team development and administration
- Prioritization techniques
- De-escalation strategies
- Rapport building
Timeline
Patient Service Representative
Reliant Medical Group
01.2016 - Current
Health Education
David Hale Fanning Trade