Lisa Sandusky
Washington TWP,MI
Summary
Dynamic Patient Account Representative with a proven track record at McLaren Healthcare Corporation, excelling in insurance verification and customer service excellence. Enhanced patient satisfaction by streamlining payment plans and resolving billing discrepancies, demonstrating strong empathy and effective communication with healthcare providers. Committed to maintaining HIPAA compliance while fostering trust and rapport with patients.
Healthcare professional with extensive experience in managing patient accounts and ensuring seamless billing processes. Known for strong focus on team collaboration and achieving results, consistently adapting to changing needs. Skilled in financial record-keeping, claim processing, and patient communication, offering reliability and dedication to excellence.
Overview
30
30
years of professional experience
Work History
Patient Account Representative
McLaren Healthcare Corporation
03.2021 - Current
- Processed insurance claims and ensured compliance with regulatory guidelines for accurate billing.
- Analyzed patient accounts to identify trends in billing issues, contributing to data-driven decisions.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
Patient Financial Counselor
McLaren Healthcare Corporation
01.2018 - 03.2021
- Streamlined payment plans tailored to individual patient needs, increasing financial accessibility and support.
- Educated patients on available financial assistance programs, increasing their access to necessary healthcare services.
- Educated patients on available financial assistance programs, guiding them through application processes when needed.
- Verified patient insurance eligibility and entered patient information into system.
- Managed sensitive patient information with utmost discretion, adhering to all HIPAA guidelines.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Patient Financial Counselor
Caro Community Hospital
03.2010 - 01.2018
- Educated patients on financial assistance options, enhancing understanding of available resources.
- Facilitated eligibility assessments for Medicaid and charity care programs, ensuring compliance with hospital policies.
- Collaborated with healthcare providers to resolve billing discrepancies, improving patient satisfaction and trust.
- Led initiatives to improve workflow efficiency in patient registration and financial inquiries, reducing processing time.
- Increased patient confidence in the billing process by providing clear explanations of insurance benefits and coverage limitations.
- Negotiated payment plans with patients, maintaining a high rate of successful payments.
- Enhanced patient satisfaction by effectively explaining financial options and answering billing inquiries.
- Reduced hospital bad debt through proactive communication with patients about their financial responsibilities.
- Provided compassionate assistance to financially challenged patients, identifying potential sources of funding or discounts when applicable.
- Coordinated with external collection agencies on delinquent accounts, ensuring sensitive handling of patient financial situations.
Multiple Positions
Caro Community Hospital
11.2004 - 03.2010
- Processed complex medical claims, ensuring compliance with billing regulations and policies.
- Implemented process improvements that streamlined claim submission and reduced turnaround times.
- Managed patient inquiries regarding billing statements, providing clear explanations of charges and payments.
- Identified billing discrepancies, collaborating with healthcare providers to resolve issues promptly.
- Assisted patients in understanding their insurance coverage and payment options, promoting a positive customer experience.
- Resolved complex billing issues through thorough research, analysis, and effective communication with relevant parties.
- Demonstrated commitment to customer service excellence by addressing patient inquiries and concerns promptly, establishing trust and rapport among clients.
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted payments and collections on regular basis.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Liaised between patients, insurance companies, and billing office.
- Delivered timely and accurate charge submissions.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Adhered to established standards to safeguard patients' health information.
- Responded to customer concerns and questions on daily basis.
- Handled account payments and provided information regarding outstanding balances.
- Utilized various software programs to process customer payments.
- Monitored outstanding invoices and performed collections duties.
- Maintained accurate records of customer payments.
- Generated monthly billing and posting reports for management review.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Self-motivated, with a strong sense of personal responsibility.
Medical Receptionist
Caro Medical Clinic
01.1996 - 11.2004
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Processed patient information and insurance details with accuracy, ensuring compliance with regulations.
- Coordinated communication between patients and healthcare providers to enhance service delivery.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Streamlined office communication by effectively coordinating between doctors and nurses.
- Supported patient care by scheduling appointments to accommodate urgent health needs.
- Reduced administrative errors by consistently verifying insurance information.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
- Supported positive patient experience by offering assistance with filling out health forms.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Prepared and processed patient referrals and transfer requests.
- Assisted with medical coding and billing tasks.
- Received and routed laboratory results to correct clinical staff members.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Education
High School Diploma -
Caro High School
Caro, MI06-1988
Skills
- Customer service excellence
- HIPAA adherence
- Communication with healthcare providers
- HIPAA compliance
- Insurance verification
- Strong empathy
- Excellent judgment
- Pleasant telephone demeanor
- Problem identification
- Relationship building
- Patient eligibility verification
- Team collaboration
Timeline
Patient Account Representative
McLaren Healthcare Corporation
03.2021 - Current
Patient Financial Counselor
McLaren Healthcare Corporation
01.2018 - 03.2021
Patient Financial Counselor
Caro Community Hospital
03.2010 - 01.2018
Multiple Positions
Caro Community Hospital
11.2004 - 03.2010
Medical Receptionist
Caro Medical Clinic
01.1996 - 11.2004
High School Diploma -
Caro High School