Hi, I’m
Marissa Rayo
Lynnwood,WA
Summary
Dynamic Patient Service Specialist with a proven track record at Swedish Heart and Vascular, excelling in appointment scheduling and insurance verification. Recognized for enhancing operational efficiency and delivering exceptional customer service. Skilled in healthcare systems and conflict resolution, fostering collaboration to improve patient care and streamline processes.
Overview
6
years of professional experience
Work History
Swedish Heart and Vascular
Patient Service Specialist
03.2024 - Current
Job overview
- Coordinated patient scheduling and appointment management to enhance operational efficiency.
- Assisted patients with insurance verification and billing inquiries, ensuring seamless financial processes.
- Maintained accurate patient records in electronic health systems, promoting data integrity and accessibility.
- Provided exceptional customer service, addressing patient concerns and fostering positive experiences.
- Collaborated with clinical teams to streamline communication and improve care delivery for patients.
- Trained new staff on office protocols, contributing to a cohesive team environment and knowledge sharing.
- Implemented process improvements that enhanced workflow efficiency within the patient service department.
Proliance Physical and Hand Therapy
Patient Service Representative
09.2021 - 03.2024
Job overview
- Patient check-in process, collection of copays, and communication with therapists and their schedules.
- Scheduled multiple appointments for patients both in person and over the phone.
- Managed, tracked, and called incoming referrals.
- Data entry and verification of patient demographic and insurance information.
- Management of medical records and files through programs such as WebPT, NextGen, Phreesia, and EPIC.
- Assisted in treatment of patients with ice/heat/electrotherapy and ultrasound as well as sanitized, organized, and maintained a professional clinic atmosphere
- Managed insurance authorizations and verified eligibility and benefits.
- Balanced and reconciled patient payments through Phreesia and NextGen, as well as posting batches
Healthpoint
Medical Front Office
08.2020 - 04.2021
Job overview
- Followed established procedures for answering and screening incoming appointment-related telephone calls, scheduling interpreters, directing calls to appropriate staff and taking messages.
- Distributed appropriate forms and provided instructions to patients according to procedures, and enrolled patients into special state programs as appropriate.
- Greeted clinic patients and visitors, which included checking-in all patients by entering patient data into the computer system.
- Ensured accuracy of all data including income,address and insurance verification.
- Scheduled patient initial and follow up appointments ensuring efficient use of provider time and the appropriate care for patients according to HealthPoint procedures including accessing and updating patient information.
- Collected patient payments and completed weekly office deposits using Microsoft Excel.
AT&T
Customer Service Representative
10.2019 - 05.2020
Job overview
- Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.
- Involved in customer service, retention, billing, fraud, credit/activations, revenue management, and technical support.
- Strong knowledge of customer systems and products/services.
- Work closely with managers and staff to assess and meet metrics that matter.
- Serve as a resource to others in the resolution of complex problems and issues.
- Leads in special projects.
- Monitor representatives to improve productivity.
- Participate in the development, implementation, and update of Customer Service Training.
Education
University of WashingtonBothell, WA
Bachelor of Arts from Society, Ethics, And Human Behavior
06-2019
Skills
- Appointment scheduling
- Patient confidentiality
- Insurance verification
- Professionalism and ethics
- Healthcare systems
- Medical terminology
- HIPAA compliance
- Customer service
- Conflict resolution
- Patient education
- Problem-solving
- Multitasking and organization
- Team collaboration
Timeline
Patient Service Specialist
Swedish Heart and Vascular
03.2024 - Current
Patient Service Representative
Proliance Physical and Hand Therapy
09.2021 - 03.2024
Medical Front Office
Healthpoint
08.2020 - 04.2021
Customer Service Representative
AT&T
10.2019 - 05.2020
University of Washington
Bachelor of Arts from Society, Ethics, And Human Behavior