Mallorie Brown
Houston,TX
Summary
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.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Ambulatory Service Representative/Therapy Coordinator
Texas Children's Hospital
04.2014 - 08.2024
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Verified patient insurance eligibility and benefits.
- Supported clinic operations with accurate data entry and document management, facilitating timely billing and insurance claim processing.
- Established strong professional relationships with patients and their families, fostering trust in the ambulatory service and enhancing patient loyalty.
- Ensured accurate patient records by diligently updating demographic and insurance information in the system.
- Trained new hires on department procedures, protocols, software usage, fostering an environment of teamwork and knowledge sharing among colleagues.
- Collaborated with clinical staff to facilitate smooth patient flow, reducing delays and improving overall efficiency.
- Established payment arrangements according to policies, referring issues to collection manager.
- Coordinated referral processes, working closely with physicians'' offices to secure necessary authorizations for timely care delivery.
- Demonstrated strong customer service skills when handling difficult situations or addressing sensitive issues with patients and their families.
- Participated in staff meetings and training sessions to stay current on industry best practices and maintain professional development goals.
- Contributed to a positive work environment by maintaining open communication with team members and supporting cross-functional tasks as needed.
- Reviewed account information and explained charges and other related inquiries from patients and insurance carriers in person or via telephone.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Trained new staff on filing, phone etiquette and other office duties.
- Managed caseloads effectively, prioritizing patients based on severity and need for intervention.
- Provided comprehensive support to therapists, ensuring timely documentation and accurate billing.
- Collaborated with therapists to address specific patient needs, leading to improved quality of care.
- Facilitated seamless transition from acute care settings to outpatient therapy services by establishing clear communication channels among providers.
- Mentored new therapy coordinators in department procedures, contributing to a cohesive team environment.
- Processed referrals and set up new patients with correct therapist based on availability and particular specialties.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
Patient Access Representative/Insurance Verification Specialist
Memorial Hermann
03.2012 - 04.2015
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Streamlined appointment scheduling for optimal clinic flow, reducing wait times significantly.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
- Strengthened relationships with insurance providers, facilitating swift resolution of coverage queries.
- Increased efficiency in billing process by accurately capturing chargeable services during patient registration.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Enhanced data accuracy with meticulous verification of patient information and insurance details.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Trained new staff on filing, phone etiquette and other office duties.
Education
Bachelor of Social Science -
Texas Southern University
Medical Assistant Program -
Remington College
05.2009
Skills
- HIPAA Compliance
- Healthcare Industry Knowledge
- Patient confidentiality
- Patient Scheduling
- Patient Registration
- Insurance Verification
- Medical Office Procedures
- Appointment Coordination
- Discharge Planning
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Registration and Scheduling
- Patient Confidentiality and Data Security
- Insurance Authorizations
Certification
Registered Medical Assistant
Timeline
Ambulatory Service Representative/Therapy Coordinator
Texas Children's Hospital
04.2014 - 08.2024
Patient Access Representative/Insurance Verification Specialist
Memorial Hermann
03.2012 - 04.2015
Bachelor of Social Science -
Texas Southern University
Medical Assistant Program -
Remington College
Registered Medical Assistant
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