MaiNhia Her
Sheboygan,WI
Summary
Dependable Patient Service Representative with 17 years of experience in Customer Service skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
VIRTUAL PATIENT ACCESS REPRESENTATIVE
Forefront Dermatology
08.2023 - Current
- Collect and enter patient demographic and insurance data into computer database to establish patient's medical record.
- Handle a high volume of inbound patient scheduling calls while ensuring attention to detail on appointment details.
- Navigate through multiple systems and tools to ensure appointment is scheduled accurately.
- Ability to demonstrate workflows and subject matter expertise covered in training while maintaining KPIs (Call Quality, Error rate, calls per hour.
- Verified patient insurance and entered patient information into system.
- Collaborated with healthcare providers preference to ensure timely appointment scheduling.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Patient Service Representative
Aurora Medical Center
12.2022 - 08.2023
- Greets and checks in patients arriving for their appointments
- Ensures patient information is complete and accurate
- Collects patient responsibility as identified in the preregistration process
- Completes the registration process on walk-in patients, verifies and/or updates patient demographic and insurance information if changes or additions have occurred
- Verifies insurance benefits, obtains/calculates patient responsibility and request payment
- Communicates to patient the organization expectation of payment at time of service
- Identifies patients in need of financial assistance and refers patients to Financial Advocate when necessary
- Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner
- Performs visit closure, including checking out patients, collecting additional patient responsibility (when applicable) and providing patient with appropriate documents
- Schedules patient visits using guidelines established within scheduling system
- Assists with new caregiver on boarding
- Works assigned EPIC work queues, following the department's work flow process
- Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others
- Maintains knowledge of and reference materials for Medicare, Medicaid and third- party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans.
- Filed and maintained patient records in accordance with HIPAA regulations.
Line Attendant / Case Packer
Great Lakes Cheese
04.2022 - 09.2022
- Runs finished product packaging equipment to prepare products and packaging to meet customer specifications in compliance with company policy
- Maintain area, equipment, and personal sanitation
- Prepare, weigh, carry, load, space product
- Open and rework product
- Operate case packer and case erector
- Troubleshoot, clean, and maintain case packer
- Perform product change over's utilizing the matrix
- Review order specs and assemble boxes
- Review order specs and pack boxes
- Quality checks to assure product is packaged according to customer specifications on production sheet (price / label / packaging)
- Palletize product
- Disassembly and assembly of equipment
- Enter data on production reports
Online English Teacher
ITutorGroup
08.2016 - 04.2022
- Teach entry to proficient level students
- Over all feedback score 9.7 out of 10, taught one on one and up to 6 students in a class
- Share instant feedback to motivate and inform students of their progress, make daily lesson plans that involve students' participation, organize classroom talk and activities
- Use TPR, props and rewards to engage students in each classroom
- Gently corrected student pronunciation and grammar to improve conversation skills
- Used pre-written curriculum to teach students English via remote video conferencing
- Worked with students between ages 4 and 65 on grammar, pronunciation, speaking and sentence construction
- Prepared and implemented lesson plans covering required course topics
- Planned coursework to introduce students to important literature
Insurance Agent / Hmong Clientele Manager
Belen Sanchez-Ceja Insurance Agency
01.2013 - 03.2017
- Provide support for head agent, schedule personal and professional appointments, maintain calendar schedule, review client policies
- Fax, filing, email, handle payments, retention
- Underwriting and policy processing, sell and promote insurance product
- Answers high volume of incoming calls while handling in person inquiries from clients and colleagues
- Monthly sale goals, cross sale
- Maintained high standards of customer service by building relationships with clients
- Responded to customer calls swiftly to resolve issues and answer questions
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension
- Sold auto, home, life and other various insurance products to individuals and businesses
- Obtained underwriting approval by completing application for coverage
- Finalized sales and collected necessary deposits
Crew Leader
Little Caesars Pizza
10.2008 - 05.2013
- Restocked and organized merchandise in front lines
- Operated cash register for cash, check and credit card transaction with excellent accuracy levels
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Greeted over 100 customers a day
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Performed cash, card and check transactions to complete customer purchases
- Phone line orders
- Monitored and maintained clean working areas and cooking surfaces
- Prepared raw materials for cooking by cutting vegetables and preparing dough
- Used pizza cutter to slice pizzas according to size and customer specifications
- Reduced ingredient waste when creating pizzas by following pan size, dough quantity requirements and topping measurements
Education
Certificate - Medical Assistant
US Career Institute
06.2023
No Degree - General Education
Fresno City College
05.2012
High School Diploma -
Sunnyside High School
06.2009
Skills
- HIPAA Compliance
- EPIC
- Next Generation
- Ring Central
- Medical Terminology
- Anatomy and Physiology
- Medical Services Administration
- Insurance Verification
- Demographics Information
- Patient Scheduling
- Registration and Admissions
- Customer Service
- Quality Assurance
- Appointment Scheduling
Timeline
VIRTUAL PATIENT ACCESS REPRESENTATIVE
Forefront Dermatology
08.2023 - Current
Patient Service Representative
Aurora Medical Center
12.2022 - 08.2023
Line Attendant / Case Packer
Great Lakes Cheese
04.2022 - 09.2022
Online English Teacher
ITutorGroup
08.2016 - 04.2022
Insurance Agent / Hmong Clientele Manager
Belen Sanchez-Ceja Insurance Agency
01.2013 - 03.2017
Crew Leader
Little Caesars Pizza
10.2008 - 05.2013
Certificate - Medical Assistant
US Career Institute
No Degree - General Education
Fresno City College
High School Diploma -
Sunnyside High School