Mackenzie Marsella
West Dundee,IL
Summary
Proactive Patient Access Specialist with extensive experience in patient registration, insurance verification, and HIPAA compliance. Proven track record in providing exceptional customer service and handling sensitive situations professionally. Expert in healthcare software, medical terminology, and data entry, offering strong problem-solving skills and a commitment to advancing patient care. Cordial Patient Access Specialist with demonstrated customer service skills in all interactions, with both external and internal customers. Social and communicative with high regard for sensitive and confidential information. Clear understanding of HIPAA rules and insurance protocols. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 2 years of relevant work experience to your team. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dependable Patient Access Specialist serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Patient Access Specialist
Northwestern Memorial Hospital
07.2022 - Current
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and validated patient demographics and insurance information.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
- Prepared patient identification band and completed admissions papers.
- Enhanced patient satisfaction by providing efficient registration and scheduling services.
- Reduced billing errors by verifying demographic information and updating records as needed.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Educated patients on available resources, programs, and financial assistance options to optimize their healthcare experience.
- Facilitated smooth transitions between departments by coordinating appointments, referrals, and transfers for patients.
- Performed patient pre-admission, admission, transfer and discharge activities.
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Supported the implementation of new processes or technologies for improved workflow efficiency in the department.
- 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.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Responded to inquiries by directing calls to appropriate personnel.
- Greeted and assisted patients with check-in procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
Barista
Starbucks
08.2019 - 04.2021
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
- Boosted team morale and efficiency with regular training sessions on new coffee preparation techniques.
- Solved equipment malfunctions swiftly, minimizing downtime and ensuring continuous service.
- Elevated coffee quality and consistency using precise measurements and techniques for every order.
- Maintained clean and organized workspace, ensuring welcoming environment for customers.
Customer Service Representative
Walgreens
11.2017 - 07.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Education
No Degree - Business
Elgin Community College
Elgin, IL05.2027
High School Diploma -
Jacobs High School
Algonquin, IL05.2018
Skills
- Medical Terminology
- Front Desk Operations
- HIPAA Compliance
- Appointment Scheduling
- Professionalism and Ethics
- Exceptional communication
- Insurance Billing
- Documentation accuracy
- Healthcare Software Knowledge
- Performance standards compliance
- Fee Collection
- Paging Systems
- Data entry proficiency
- Medical terminology expertise
- Information Collection
- Insurance Verification
- Patient Registration
- Patient interviewing
- Financial obligation determination
- Customer Service
- Problem-Solving
- Phone and Email Etiquette
- Multitasking and Organization
- Money Handling
- Patient check-in
- Payment Processing
- Work Quality Evaluation
- Team Collaboration
- Registration and Admissions
- Quality Assurance
- Medical Billing
- Flexible Schedule
- Relationship Building
- Calm and Effective Under Pressure
- Insurance verifying
- Documenting and Recording Information
- Registration and Scheduling
- Word Processing
- Caring and Empathetic
- Conflict Resolution
- Communicating to Patients and Families
- Benefits Explanation
- Insurance Authorizations
- Payment Collection
- Punctual and Hardworking
- Database Search and Data Entry Skills
- Providing Information and Resources
- Medical insurance
- Insurance Forms Processing
- Building Rapport and Credibility
- Explaining Policy and Procedures
- System updates
Timeline
Patient Access Specialist
Northwestern Memorial Hospital
07.2022 - Current
Barista
Starbucks
08.2019 - 04.2021
Customer Service Representative
Walgreens
11.2017 - 07.2019
No Degree - Business
Elgin Community College
High School Diploma -
Jacobs High School
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