Marie Duarte
New Bedford,MA
Summary
Detail-oriented Patient Access Advisor with extensive medical services background and strong work ethic.
As the Health Unit Coordinator and CNA on a very high stress, high activity ICU for 13 years at St.Luke's Hospital, prioritizing and multi-tasking while under pressure were an every day task. Working with very sick patients and their families, effective communication was necessary when a situation is becoming volatile within the healthcare setting. Excellent communications skills and empathetic nature enabled achievement of positive outcomes.
Since beginning as a Patient Access Representative, there have been opportunities to assist in many of the Team Lead responsibilities.
Multi-tasking with calls and helping co-workers with questions. Trouble shooting computer problems and patient related questions.
The opportunity to learn a lot about the importance of call times and the way every advisors performance effects the team as a whole has built a greater understanding of the Team Lead position. of Schedule Adherence, Call handle times, Productivity and the importance of all of them individually and as a whole.
Overview
27
27
years of professional experience
Work History
Patient Access Advisor
Southcoast Hospital Group
08.2021 - Current
- Confirmed patient information and confidential medical information in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic into computer database to establish patient's medical record.
- Collected and validated patient demographics and insurance information.
- Confirmed and appropriately explained Verbal Consent to patient and family when appropriate
- Performed patient scheduling functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Stayed calm under pressure to successfully deal with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Trained new staff on office processes and procedures.
- Answered incoming calls, send messages regarding sick calls, medication problems and refill requests to appropriate staff and scheduled appointments.
- Provided excellent customer service to patients and medical staff.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Responded to inquiries by directing calls to appropriate personnel.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
Health Unit Coordinator & CNA
Southcoast Hospital Group
10.1999 - 01.2023
- Assisted with processing patient admissions, transfers and discharges.
- Assembled and maintained patient medical records and other documents related to patient care.
- Responded to patient call lights to expedite appropriate follow-through.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Transcribed physician orders accurately and alerted nurses to new orders, single orders and stat medications.
- Helped troubleshoot equipment failures such as call system, portable phones, WOWs and other unit devices.
- Provided concierge service to assist patients and families and direct them to available resources.
- Conducted in-person greeting, welcome and orientation for newly admitted and transferred patients.
- Provided care for 16-patient unit, coordinating day-to-day hygiene, feeding and quality of life functions.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Transported patients between rooms and appointments or testing locations.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
Home Health Aide
Private Care
01.1997 - 01.2022
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
- Assisted disabled clients to support independence and well-being.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Followed nutritional plans to prepare optimal meals.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
Education
High School Diploma -
New Bedford High School
New Bedford, MA06.1998
Skills
- Patient Interviewing
- Health Information Obtainment
- EMR
- Patient Scheduling
- Performance Standards Compliance
- Medical Terminology Expertise
- Paging Systems
Accomplishments
In assisting as the unofficial Team Lead Backup these last few months, I have had the opportunity to learn how to work with a team and the different ways to manage one.
I feel my Team has grown to trust and respect me and this is an accomplishment that I have learned so much from.
Timeline
Patient Access Advisor
Southcoast Hospital Group
08.2021 - Current
Health Unit Coordinator & CNA
Southcoast Hospital Group
10.1999 - 01.2023
Home Health Aide
Private Care
01.1997 - 01.2022
High School Diploma -
New Bedford High School