Mary Lavin
Quaker Hill,CT
Summary
Dedicated Patient Access Representative with experience at Smilow Cancer Center, excelling in customer service. Known for a calm demeanor under pressure and a strong attention to detail, I effectively gather patient information and ensure HIPAA compliance, enhancing the patient experience and streamlining registration processes.
Overview
23
23
years of professional experience
Work History
Patient Access Representative
Smilow Cancer Center
Waterford, CT
10.2013 - 09.2025
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
- Facilitated communication between patients and various departments and staff.
Medical Receptionist
Oncology & Hematology Associates
New London, CT
10.2002 - 10.2013
- Managed patient check-in and check-out processes, ensuring smooth operations and minimal wait times.
- Coordinated appointment scheduling for multiple physicians, optimizing clinic workflow and patient access.
- Maintained accurate patient records in EMR systems, enhancing data integrity and retrieval efficiency.
- Assisted in insurance verification processes, contributing to timely patient care and billing accuracy.
Education
Associate of Science - Executive Secretary
Massachusetts Bay Community College
Wellesley Hills, MA05.1977
Skills
- Customer service
- HIPAA compliance
- Patient registration
- Phone and email etiquette
- Problem-solving
- Registration management
- Call screening
- Friendly and outgoing
- Multi-channel communication
- Privacy regulations knowledge
- Attention to detail
- Caring and empathetic
- Calm and effective under pressure
- Punctual and hardworking
- Administrative and office support
- Resolving problems
- Multi-line telephone systems
- Gathering information from patients
- Communicating to patients and families
- 50 WPM typing speed
Timeline
Patient Access Representative
Smilow Cancer Center
10.2013 - 09.2025
Medical Receptionist
Oncology & Hematology Associates
10.2002 - 10.2013
Associate of Science - Executive Secretary
Massachusetts Bay Community College