Mallorie Brown
Houston
Summary
Professional in patient services with strong background in healthcare administration and customer service. Skilled in managing patient interactions, coordinating schedules, and ensuring seamless communication between medical staff and patients. Known for collaborative approach and adaptability to changing needs, driving team success and patient satisfaction. Reliable in high-pressure environments, with focus on delivering results and improving patient care processes.
Overview
12
12
years of professional experience
Work History
Senior Patient Service Representative
Houston Methodist
10.2024 - Current
- Led patient scheduling processes to enhance appointment efficiency and reduce wait times.
- Mentored junior staff on customer service protocols and best practices for patient interactions.
- Implemented improvements in patient intake procedures, streamlining workflow and ensuring compliance with regulations.
- Analyzed patient feedback to develop strategies for improving overall service quality and satisfaction rates.
- Coordinated communication between medical teams and patients, ensuring clarity in treatment plans and follow-ups.
- Developed training materials for new hires, enhancing onboarding experience and promoting consistent service delivery.
- Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
- Facilitated conflict resolution between patients and healthcare providers, fostering positive relationships and effective communication channels.
- Streamlined appointment scheduling process for increased efficiency and reduced wait times.
- Promoted a positive work environment by effectively collaborating with team members across departments.
- Contributed to revenue growth by accurately verifying insurance eligibility and billing information for each patient visit.
- Improved patient satisfaction by efficiently addressing and resolving concerns and complaints.
- Expedited prescription refills through efficient communication with pharmacies, reducing medication lapses for patients.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
THERAPY PRE-SERVICE REPRESENTATIVE II
Texas Children's Hospital
05.2022 - 08.2024
- Verification of benefits for 20+ patients daily.
- Reviewed account information and explained charges and other related inquiries from patients and insurance carriers in person or via telephone.
- 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 pre-service process and enhancing patient loyalty.
- 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 in service 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.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Contributed to a positive work environment by maintaining open communication with team members and supporting cross-functional tasks as needed.
- Met monthly productivity standards.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
AMBULATORY SERVICE REPRESENTATIVE II /COORDINATOR
Texas Children Hospital
04.2018 - 05.2022
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Maintained strict confidentiality of patient information in adherence to HIPAA guidelines, always ensuring privacy protection.
- Reduced no-show rates through consistent follow-up calls about upcoming appointments leading to better time management.
- Mentored new therapy coordinators in department procedures, contributing to a cohesive team environment.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Effectively case managed 10 therapist caseloads including scheduling for therapy services.
- Microsoft Office environment. Proficient in MS Outlook and MS Word/Excel, knowledge of Medical Terminology
- Verified patient insurance eligibility and benefits.
- Greeted and assisted patients with check-in procedures.
- Informed patient of self-pay balances owed to facility.
- Appointment scheduling/check in and check out
AMBULATORY SERVICE REPRESENTATIVE CARDIOLOGY
Texas Children's Hospital
04.2014 - 04.2018
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Scheduled 30+ patients daily
- Established strong professional relationships with patients and their families, fostering trust in the ambulatory service and enhancing patient loyalty.
- Managed high call volumes, addressing patient concerns and directing calls to appropriate departments for timely resolution.
- Data Entry
- Responded to inquiries by directing calls to appropriate personnel.
- References upon request
Education
High School Diploma -
Helix Charter High School
La Mesa, CA06-2006
Skills
- HIPAA Compliance
- Healthcare Industry Knowledge
- Goal-oriented mindset
- Staff Training
- Patient Scheduling/Registration
- EPIC, Centrix, E-clinicals, Cerner
- Insurance Verification
- Problem solving
- Accountability
- Teamwork and Collaboration
- Leadership
- Humility
- Time Management
- Initiative
- Compassion
- Leading problem-solving
Timeline
Senior Patient Service Representative
Houston Methodist
10.2024 - Current
THERAPY PRE-SERVICE REPRESENTATIVE II
Texas Children's Hospital
05.2022 - 08.2024
AMBULATORY SERVICE REPRESENTATIVE II /COORDINATOR
Texas Children Hospital
04.2018 - 05.2022
AMBULATORY SERVICE REPRESENTATIVE CARDIOLOGY
Texas Children's Hospital
04.2014 - 04.2018
High School Diploma -
Helix Charter High School