MARY FENDERSON
Auburn,Maine,ME
Summary
Organized Patient Service Representative with 13 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
14
14
years of professional experience
Work History
Patient Services Representative
Central Maine Health Care
08.2017 - Current
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up care.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Increased efficiency of office operations through proper management of medical records and filing systems.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Balanced deposits and credit card payments each day.
- Served as a key point-of-contact between physicians, nurses, technicians, administrators, other professionals involved in the provision of quality medical services.
- Coordinated referrals to specialists when necessary, ensuring seamless continuation of care for patients with complex needs.
- Fostered a positive environment within the healthcare facility by actively participating in staff meetings and collaborating on continuous improvement initiatives.
- Streamlined the check-in process to reduce wait times for patients while maintaining accuracy in recordkeeping.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Trained new staff on hospital processes and procedures.
- Greeted and assisted patients with check-in procedures.
- 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.
- Provided excellent customer service to patients and medical staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Delivered support to medical staff in completion of patient paperwork.
- Responded to inquiries by directing calls to appropriate personnel.
- Facilitated communication between patients and various departments and staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
PSR
Surgical Associates
01.2010 - 03.2016
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
Education
High School Diploma -
Edward Little High School
Auburn, MENo Degree - Medical Terminology
Lewiston High School
Lewiston, Me03.2010
Skills
- Insurance Verification
- Patient Registration
- Appointment Scheduling
- Patient confidentiality
- Cross-cultural sensitivity
- HIPAA Compliance
- Customer Service
- Medical Terminology
- Eligibility Determination
- Problem-Solving
- Multitasking and Organization
- Team Collaboration
- Money Handling
- Patient check-in
- Phone and Email Etiquette
- Flexible Schedule
- Payment Processing
- Paging Systems
- Caring and Empathetic
- Insurance verifying
- Payment Collection
- Registration and Scheduling
- Multi-Line Telephone Systems
- Attention to Detail
- Patient Intake
- Resolving Problems
- Medical insurance
- 50 WPM Typing Speed
Timeline
Patient Services Representative
Central Maine Health Care
08.2017 - Current
PSR
Surgical Associates
01.2010 - 03.2016
High School Diploma -
Edward Little High School
No Degree - Medical Terminology
Lewiston High School
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