Megan Townsend
Summary
Cordial Patient Access Specialist with demonstrated customer service skills in all interactions, with both external and internal customers. Social and communicative with high regard for sensitive and confidential information. Clear understanding of HIPAA rules and insurance protocols. Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring years of relevant work experience to your team.
Overview
19
19
years of professional experience
Work History
Patient Access Specialists, Medical Records
US Digestive Health
10.2020 - Current
- Trained new employees effectively to ensure that they were able to perform their job tasks
- Assisted in the training of new front desk agents
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Followed all state and federal guidelines for medication administration
- Detailed and recorded patient histories in electronic medical records.
Front Office, Prior Authorization Specialists
Pottstown Medical Specialists
03.2015 - 08.2020
- Followed all state and federal guidelines for medication administration.
- Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Contributed to team goals by consistently meeting or exceeding individual productivity targets for processing authorization requests.
- Reduced processing times by effectively managing a high volume of authorizations, referrals, and appeals.
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
- Increased accuracy by diligently reviewing and verifying patient eligibility, coverage, and benefits information.
- Developed strong relationships with insurance representatives to expedite approvals and resolve issues promptly.
- Enhanced departmental efficiency with thorough knowledge of insurance guidelines and medical terminology.
- Expedited claim processing by submitting complete and accurate information in accordance with payer requirements.
- Improved patient satisfaction by streamlining authorization processes and ensuring timely responses to inquiries.
Home Health Aide
Chestnut Knoll at Home
05.2013 - 01.2014
- Presented care information to the patient and their family to ensure they understood the plan of care and any changes
- Developed a plan of care for a patient, including a daily routine, diet, exercise, and medication monitoring
- Prepared documents and reports to ensure that all necessary information was included in the patient's records.
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Followed nutritional plans to prepare optimal meals.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Assisted disabled clients to support independence and well-being.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
Front End Supervisor
Walmart
01.2005 - 01.2012
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in 10 checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Promoted a safe working environment by enforcing safety guidelines among team members consistently.
Education
High School Diploma -
Pottsgrove Senior High School
Pottstown, PASkills
- Communication skills
- Microsoft word
- Microsoft excel
- Computer literacy
- Time management
- Customer service
- EMR Systems
- Medical Records
- Medical Receptionist
- Insurance Verification
- Patient Care
- Patient Scheduling
- Epic
- Medical Office Experience
- Medical Terminology
- Front Desk Operations
- Appointment Scheduling
- HIPAA Compliance
- Documentation accuracy
- Healthcare Software Knowledge
- EMR
- Medical terminology expertise
- Information Collection
- Patient Registration
- Financial obligation determination
- Formularies
- Eligibility Determination
- Specialist Referrals
- Phone and Email Etiquette
- Multitasking and Organization
- EMR Updating
- Call Screening
- Money Handling
- Patient check-in
- Payment Processing
- Team Leadership
- Flexible Schedule
Timeline
Patient Access Specialists, Medical Records
US Digestive Health
10.2020 - Current
Front Office, Prior Authorization Specialists
Pottstown Medical Specialists
03.2015 - 08.2020
Home Health Aide
Chestnut Knoll at Home
05.2013 - 01.2014
Front End Supervisor
Walmart
01.2005 - 01.2012
High School Diploma -
Pottsgrove Senior High School