Lisa Tillery
Youngsville,NC
Summary
Dedicated Patient Accounts Representative with 20 years' experience in financial services, collections, medical billing and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills. Proven to improve workflow efficiencies while maintaining high standards in customer service. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
25
25
years of professional experience
Work History
Patient Account Representative
WakeMed Urgent Care/Primary Care
Raleigh , NC
2017.08 - 2023.03
- Reviewed flagged items in the work queue daily and resolve the issues.
- Organized and maintained office supplies to promote team productivity.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Checked patients in & out of medical appointment.
- Accepted and processed customer payments and applied toward account balances.
- Compliance with HIPAA regulations
- Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
- Assist patients with medical paperwork for Worker Compensation injuries and DOT physicals for Commercial Driver License (CDL).
Patient Financial Representative
NTHRIVE-ADREIMA
Raleigh , NC
2016.07 - 2017.08
- Responded to incoming calls from patients related to their bills and and or accounts in a timely manner.
- Processed credit card payments utilizing secure online payment systems.
- Analyzed patient balances daily to identify delinquent accounts that require follow-up action.
- Adhered to all HIPAA regulations while handling confidential patient information.
- Initiated collection efforts on past due accounts through phone calls or letters.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Assisted patients with inquiries regarding billing, payment plans, and financial assistance programs.
Customer Service Representative
Aetna (Meritain Health)
Okemos , MI
2011.10 - 2014.09
- Educated patients on how to access online portals for scheduling appointments, making payments or viewing lab results.
- Provided accurate information regarding insurance coverage, billing and payment processing.
- Collected patient demographic and insurance information for new patients.
- Verified patient eligibility for benefits according to healthcare policies and procedures.
- Referred customers to appropriate resources when needed such as financial assistance programs or support groups.
- Performed data entry tasks in order to update patient accounts accurately.
- Ensured compliance with HIPAA regulations concerning patient privacy rights.
- Handled incoming correspondence from insurance companies regarding claims processing issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
Patient Account Specialist
Physician Health Plan
Lansing , MI
2010.04 - 2010.12
- Performed data entry of patient demographics, insurance information, and account balances into computer system.
- Researched discrepancies in accounts to ensure accurate payments.
- Maintained detailed records of all patient interactions including phone calls, emails.
- Verified insurance coverage for services rendered prior to submitting claims for payment.
- Collaborated with medical staff to resolve any billing issues and insurance claims
- Reviewed flagged items daily and resolved issues.
- Organized and maintained office supplies to promote team productivity.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
Data Entry Operator
State of Michigan Dept. of Human Services (DDS)
Lansing , MI
1998.01 - 2008.07
- Utilized various software applications to enter, update, verify, and retrieve data efficiently.
- Processed disability claims within specified timeframes.
- Resolved problems related to incorrect or incomplete data entries.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Adhered to strict data confidentiality policies to prevent information leakage.
- Proofread and edited documents to correct errors.
- Coordinated, scheduled and executed in-depth data entry projects.
- Communicated with coworkers regarding deadlines and project milestones.
- Gathered and documented statistical information to generate reports.
Education
Bachelor of Arts - Business Management
Davenport University
Lansing, MI2024-12
Skills
- Administrative Support
- EPIC User
- Collections Experience
- Team Player
- HIPAA Understanding
- Excellent Judgment
- Insurance Billing
- Medical Terminology
- Insurance Verification
- Conflict Mediation
- Payment Processing
- Verbal and Written Communication
- Able to perform under a deadline
- Claims Investigation
Timeline
Patient Account Representative
WakeMed Urgent Care/Primary Care
2017.08 - 2023.03
Patient Financial Representative
NTHRIVE-ADREIMA
2016.07 - 2017.08
Customer Service Representative
Aetna (Meritain Health)
2011.10 - 2014.09
Patient Account Specialist
Physician Health Plan
2010.04 - 2010.12
Data Entry Operator
State of Michigan Dept. of Human Services (DDS)
1998.01 - 2008.07
Bachelor of Arts - Business Management
Davenport University
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