LISA VO
Houston
Summary
Motivated and service-oriented healthcare professional with a Bachelor’s degree in Health Services Administration and 8 years of hands-on hospital experience in patient registration, scheduling and insurance verification. Proven track record of delivering exceptional customer service in high-volume environments while maintaining accuracy and professionalism. Proficient in EPIC and other EHR systems, with a strong understanding of HIPAA compliance, front-end revenue cycle processes, and patient access workflows. Passionate about supporting hospital operations and ensuring front-end accuracy to strengthen revenue cycle performance and patient satisfaction. Known for empathic communication, attention to detail, and a commitment to a smooth intake and welcoming experience for every patient.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Physician Practice Patient Access Representative II
Memorial Hermann Hospital
Houston, TX
01.2024 - Current
- Manage patient registration, scheduling, insurance verification, and documentation for outpatient services using EPIC and other EHR systems, maintaining over 98% accuracy rate
- Accurately verify patient’s insurance eligibility and obtain necessary benefits, and determine patient financial responsibility to reduce claim denials and ensuring timely patient care
- Consistently exceed departmental accuracy goals in insurance verification and billing by resolving patient account issues on assigned work queues
- Maintain strict HIPAA compliance and uphold hospital policy standards at all times
- Provide exceptional front-line customer service in a fast-paced hospital setting, handling an average of 100+ patients daily
- Contact patient’s insurance payor to obtain benefits and authorizations for immunizations, annual physicals, wellness exams, and procedures done in office
- Work collaboratively with six in-house Primary Care Physicians and other clinical team members to provide effective, efficient, and safe patient care
- Explains all required medical documents and obtains all necessary signatures from patients for compliance policy and consents
- Utilize all communication functions with patients and clinical staff to ensure efficient workflow
- Scrub schedule to ensure accurate appointment scheduling and intake according to provider's preferences, and work in-basket calls pertaining to medication refills, follow-ups, and patient's messages
Patient Financial Advocate
AdventHealth Orlando Hospital
Orlando, FL
01.2023 - 08.2023
- Performed detailed in-house reviews, bedside and/or phone interviews to determine if patient is a candidate for financial assistance including federal, state, county medical or disability aid
- Assisted patients in applying for charity, foundations, grants, copay programs and free drug programs
- Created treatment estimates to maximize up-front cash collections
- Worked collaboratively with financial representatives, clinical staff, and provider’s offices to maintain open communication pertaining to patient's treatment authorization and financial assistance
- Verified patient’s insurance eligibility and benefits to ensure authorization approvals prior to receiving infusion treatments
- Referred uninsured patients to Health Funds Solution program to assist patients in applying for sponsorships and obtaining insurance coverage
- Maintained patient’s account by obtaining accurate personal and financial information, scanning clinical and financial documents, and securing required forms and signatures to ensure compliance with regulatory policies and consents
- Provided a secure environment throughout all patient interactions and kept in compliance with all HIPAA regulations to safeguard patient privacy
- Achieved individual monthly collection goal of $3,000 in Self-Pay Hospital Accounts that contributed to department collection goal of $60,000
Patient Access Specialist
AdventHealth Orlando Hospital
Orlando, FL
08.2019 - 01.2023
- Maintained patient's account by obtaining, recording, and updating information
- Maintained a close working relationship with clinical partners and other departments to ensure open communication
- Registered, scheduled, and verified patient's insurance eligibility and benefits according to treatment plan
- Evaluated and recorded daily Inpatient and Cancellation reports and ensured timely check-in(s) and check-out(s)
- Ordered and replenished office supplies
- Trained new hires and composed training manuals for each individual
- Scanned clinical documents into patient’s chart
- Assisted in creating daily assignment sheets and prepared patient charts for nursing staff
- Operated general office machines such as computers, copiers, scanners, and facsimiles
- Properly identified patients and ensured medical armband accuracy
- Secured required forms and signatures to ensure compliance with regulatory policies
- Assigned as EPIC Service Line Expert (Superuser) for the Registration Team
Front-desk Receptionist/Referral and Authorization Coordinator
Orlando Family Medicine
Orlando, FL
09.2020 - 12.2020
- Registered, scheduled, and verified patient's insurance eligibility and benefits
- Accessed and operated multiple EMR systems such as PracticeFusion, Kareo, Cerner, Critix, and Availity for medical records and daily operations
- Created SuperBills for patient's office visits and completed cashier functions such as payment collection and end-of-day daily batch
- Answered and direct phone calls
- Completed authorizations, researched and reviewed referrals, and appropriately identified diagnosis for approvals for services including appointments and procedures
- Managed Deficiencies and CareGAPS for United Healthcare and other insurance payors
- Operated general office machines such as computers, facsimiles, scanners, and copier
- Worked collaboratively with other clinical team members and specialists
- Assisted clinical office in transcribing patient's chart into new EMR system
Education
Bachelor of Science - Health Services Administration
University of Central Florida
Orlando, FL08.2022
Skills
- Bilingual (English and Vietnamese)
- Detail-oriented
- Adaptability in fast-paced environments
- Time management and organization
- Communication and interpersonal skills
- Data entry and healthcare reporting tools
- Problem-solving and conflict resolution
- Healthcare administration and operations
- Patient Access and customer service
- HIPAA and Compliance knowledge
- Medical terminology and documentation
- Insurance verification and billing support
- Proficient in Microsoft Office
- Electronic Health Records (EHR) / EPIC systems including Preesia, Zening, Cerner, Experian, Intelidose, Availity, Athena, Care4
Certification
BLS – American Red Cross, 2025
Timeline
Physician Practice Patient Access Representative II
Memorial Hermann Hospital
01.2024 - Current
Patient Financial Advocate
AdventHealth Orlando Hospital
01.2023 - 08.2023
Front-desk Receptionist/Referral and Authorization Coordinator
Orlando Family Medicine
09.2020 - 12.2020
Patient Access Specialist
AdventHealth Orlando Hospital
08.2019 - 01.2023
Bachelor of Science - Health Services Administration
University of Central Florida