Melinda Looney
Oklahoma City,OK
Summary
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.
Overview
6
6
years of professional experience
Work History
Patient Access Representative
SSM Health Hospital
01.2024 - Current
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
Customer Service Representative
GEICO, Government Employees Insurance
01.2020 - 07.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- High call volume call center over 50 calls a day.
Education
Associate of Science - Art
Tidewater Community College
Norfolk, VA08-2005
Skills
- Patient check-in
- Friendly and outgoing
- Customer service
- Problem-solving
- HIPAA compliance
- Multitasking and organization
- Strong empathy
- Patient registration
- Policy understanding
- Phone and email etiquette
- Flexible schedule
- Medical terminology
- Appointment scheduling
- Payment processing
- Insurance verification
- Conflict resolution
- Insurance billing
- Fee collection
- Registration and admissions
- Health insurance knowledge
- Registration and scheduling
- Teamwork
- Punctual and hardworking
- Insurance verifying
- Teamwork and collaboration
- 50 WPM typing speed
- Time management
- Multitasking Abilities
- Excellent communication
- Attention to detail
Timeline
Patient Access Representative
SSM Health Hospital
01.2024 - Current
Customer Service Representative
GEICO, Government Employees Insurance
01.2020 - 07.2023
Associate of Science - Art
Tidewater Community College