Melissa Durocher
Fort Atkinson,WI
Summary
Motivated to support patient medical needs by efficiently verifying insurance, scheduling appointments and organizing documents. Forward-thinking and resourceful with good interpersonal skills, a strong attention to detail and a positive and upbeat mentality. Advanced abilities in Epic and Dental Vision software.
Overview
17
17
years of professional experience
Work History
Virtual Care Coordinator
Doctors Of Physical Therapy
06.2020 - Current
- Facilitated communication between healthcare providers, patients, and families to improve outcomes.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Built strong relationships with clients to deliver emotional support and companionship.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Streamlined patient intake processes, reducing wait times and improving patient satisfaction.
- Ensured compliance with healthcare regulations and standards, maintaining patient safety and confidentiality.
- Improved care team communication with implementation of centralized information system.
- Developed and maintained strong relationships with patients and their families, providing emotional support and health education.
- Enhanced patient care coordination by effectively managing schedules for multiple therapy providers.
- Established and maintained effective communication with staff, physicians to promote high quality patient care.
- Communicated with patients, ensuring that medical information was kept private.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Answered virtual calls
- Retrieved faxed referrals for therapy and entered data to create new patient charts and or leads.
- Managed shared clinic emails
- Prepping authorization forms
- Reviewing of patient's without future appointments and be sure they are meeting their plan of care.
- Electronic paperwork management
- Pre-appointment calls
- Chart reviews
- Payment collections
Patient Service Representative
Midwest Dental
11.2017 - 02.2019
- Checked daily doctor schedules and updated as needed
- Responded to patient inquiries promptly, improving overall satisfaction and experience.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- CPR Training
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Dental vision to schedule appointments.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Confirmed patient appointments daily for next day appointments
- Assisted patients with insurance verification and billing inquiries, ensuring clear communication.
- Answered patient questions and fielded complaints via phone and in person
- Balanced deposits and ran daily reports
- Submitted dental claims with appropriate x-rays and physician notes as needed
- Coordinated patient appointments and managed scheduling to enhance office efficiency.
Insurance Authorization Representative
Aurora Health Care
07.2013 - 11.2017
- Knowledge of Medicare, Medicaid, and third party payer requirements
- Communicated effectively with healthcare providers to resolve authorization issues promptly.
- Collaborated with healthcare providers to ensure proper documentation for successful authorizations.
- Developed strong working relationships with physicians'' offices resulting in a smoother flow of required documents when submitting requests.
- Ensured continuity of care for patients by tracking expiring authorizations and initiating renewals as needed.
- Assisted patients in understanding their coverage benefits, guiding them through the financial aspects of their care journey.
- Enhanced patient satisfaction rates through timely and accurate insurance verifications.
- Educated patients, staff and providers regarding referral and authorization requirements
- Educated patients regarding their insurance benefits per individual plan
- Coordinated scheduling of patient appointments, diagnostic and or specialty appointments, tests and or procedures
- Processed insurance authorizations efficiently, ensuring compliance with industry standards.
Patient Access Representative
Aurora Health Care
03.2009 - 07.2013
- Confirmed appointments with patients and healthcare professionals
- Resolved patient inquiries and concerns promptly, improving satisfaction and reducing wait times.
- Collaborated with clinical teams to ensure seamless communication regarding patient needs and status updates.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Performed patient registration, clerical, reception and information desk duties
- Greeted patients and visitors while directing or escorting them to desired location within the hospital/clinic
- Answer incoming calls from patients, nurses, techs and doctors and other caregivers
- Informed departments of patient arrival
- Provided consent and privacy practice forms and consents
- Processed patient registrations and insurance verifications efficiently to enhance patient experience.
- Coordinated scheduling for appointments, ensuring optimal utilization of resources and staff time.
Education
High School Diploma -
Deerfield High School
Deerfield, WISkills
- Familiarity with insurance regulations
- Efficient appointment management
- Appointment verification
- Compassionate patient service
- Thorough understanding of claims processes
- Appointment scheduling
- HIPAA compliance
- Verbal and written communication
- Data entry
- Conflict resolution
- Records management
- Electronic medical record software
- Payment processing
- Independent multitasking
- Strong organizational abilities
- Compassionate support for patient needs
- Documentation
- Time management
- Multitasking and organization
Timeline
Virtual Care Coordinator
Doctors Of Physical Therapy
06.2020 - Current
Patient Service Representative
Midwest Dental
11.2017 - 02.2019
Insurance Authorization Representative
Aurora Health Care
07.2013 - 11.2017
Patient Access Representative
Aurora Health Care
03.2009 - 07.2013
High School Diploma -
Deerfield High School