LOLA AKINSHILO
Marietta,GA
Summary
Patient Services Specialist with exceptional communication skills offering patient-centric approach to comprehensive administrative support in healthcare clinics and facilities. Demonstrated to deliver outstanding customer service and leverage technology to manage patient scheduling and registration processes to facilitate patient care. Skilled in fostering positive patient experiences while maintaining cost-efficiency and compliance.
Overview
13
13
years of professional experience
Work History
Patient Services Coordinator
Emory Healthcare
10.2023 - Current
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks
- Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns
- Maintained accurate patient records by diligently updating information in epic health record system
- Reduced wait times for patients through effective coordination of appointment schedules with providers
- Collect information from incoming patients regarding services needed, verify insurance eligibility and determine patient financial liability, or financial status.
- Supported billing department efforts by accurately collecting co-payments, verifying insurance coverage, and addressing financial concerns for patients
- Collaborated with interdisciplinary healthcare teams to address complex patient needs and coordinate appropriate care plans
- Assisted in increasing patient retention rates by conducting follow-up calls for appointment reminders and satisfaction surveys.
- Scheduled initial fitting appointments and quarterly follow-up appointments to ensure maximum management of patient care using proprietary software.
- Relay information between providers and patients using appropriate medical terminology, maintain and foster effective, positive public relations.
- Used Epic to maintain electronic patient files, successfully maintaining over 100 patient files.
Patient Access Specialist
Ridgeview Institute
01.2021 - Current
- Demonstrate superior professionalism at all times, working to resolve any issues/occurrences to retain loyal business and increase patient satisfaction
- Organize, coordinate, and direct support for multiple outpatient visits per month
- Managed over 30 customer calls per day
- Managed patient flow and office procedure where done correctly Recorded and delivered messages to appropriate personnel.
- Assess current patient status and implement treatment for emergent medical condition
- Communicate and transcribe medical orders from doctors as required
- Effective communication with staff/management to ensure quality of work
- Quality checks all documentation for accuracy and data integrity
- Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Executed record filing system to improve document organization and management
- Scheduled office meetings and client appointments for staff teams
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient medical records
- Stayed calm under pressure and successfully dealt with difficult situations
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Underwriter Assistant
State Farm
01.2014 - 05.2022
- Cultivates relationships with broker community and sales representatives by providing timely updates on loan status, prepares new business and renewal submissions for review by underwriter
- Receives and processes 40-55 binders, endorsements, and policies per day for issuance, accurately enters 50-60 risk and exposure information into underwriting rating system
- Adheres to all service standards by completing transactional underwriting duties in a timely and accurate fashion
- Handles basic underwriting submission analysis for new and renewal business applications
- Develops and maintains constructive and cooperative relationships with brokers and assistants: coordinating work transactions by telephone, e-mail, and in person
- Responds promptly to all internal and external customer requests with accurate and detailed information
- Researches and investigates suspicious information and activity using multiple internet and internal sources assisting in reduced losses
- Trains new hires on all aspects of the position, ensuring consistency in underwriting methods throughout the site
- Develops and presents training calls for regional areas to help improve turn times and customer service
- Results from training calls increased the number of mortgage loans from the application date to the closing date within 30 days by over 15%
- Provided a high level of assistance to help with the review, classification, coding, and rating of applications
- Documented underwriting decisions and provided evidence of compliance with applicable regulations
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks
- Analyzed data to identify trends and predict future insurance needs.
Medical Office Administrator
Serenity Tranquility and Peace Sober
01.2011 - 01.2014
- Managed the appeal claims process for rejected procedures including documentation, exhibit and doctor consultation notes for all major insurance providers
- Scheduled education training for physical therapist, attendance and submitting the information required to maintain certification
- Implemented a monthly and weekly reporting system for management to track and advise of sales, revenue, cash and patient flow
- Advised and counseled patients on the payment process of their financial responsibility as well as creating credit agreements for outstanding balances
- Coached and trained colleagues on office procedures to maintain coordination and organization of all office activities
- Maintained appointment schedule to notify patients of changes, cancellations and confirming of appointments
- Tasked with balancing copays collected against the copay log at end of each day and posted the payments into Next Generation EMR.
Education
BACHELORS - HEALTH ADMINISTRATION MANAGEMENT
UNIVERSITY OF PHOENIX
Phoenix, AZ05.2026
Skills
- Microsoft Office
- Result Execution
- Customer Focused
- Communications Skills
- Time Management
- Attention to Detail
- Interpersonal Skills
- Problem Solving
- Team Management
- Conflict Resolution
- Epic Application
- Process Improvement
- Quality Assurance
- Leadership
Timeline
Patient Services Coordinator
Emory Healthcare
10.2023 - Current
Patient Access Specialist
Ridgeview Institute
01.2021 - Current
Underwriter Assistant
State Farm
01.2014 - 05.2022
Medical Office Administrator
Serenity Tranquility and Peace Sober
01.2011 - 01.2014
BACHELORS - HEALTH ADMINISTRATION MANAGEMENT
UNIVERSITY OF PHOENIX