Melissa Robinson
Allston,MA
Summary
Proven in enhancing patient satisfaction and streamlining operations, I excelled at DotHouse Health by leveraging my expertise in insurance verification and exceptional patient relations. My adeptness in electronic recordkeeping and a commitment to professionalism significantly reduced wait times and administrative errors, demonstrating my ability to deliver results efficiently and empathetically. Efficient Patient Service Rep. competent in handling scheduled and unscheduled patients. Coordinates schedules and bed assignments effectively using Epic. Successful at resolving paperwork and operational problems to complete timely registrations. Documents critical data elements consistently to facilitate proper identification and billing for each patient.
Overview
21
21
years of professional experience
Work History
Patient Registration Representative
DotHouse Health
12.2022 - Current
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Gathered demographic and insurance information to register patients for medical appointments.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Demonstrated adaptability in handling high-volume periods while maintaining a calm demeanor, resulting in efficient service delivery during peak hours.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Reduced wait times for patients by consistently processing registrations promptly and efficiently.
- Increased accuracy of billing processes by thoroughly reviewing charges, diagnosis codes, and any required documentation before submission to insurance companies.
- Streamlined patient check-in process, resulting in reduced wait times and enhanced patient satisfaction.
- Reduced administrative errors, ensuring patient information was correctly entered and updated in system.
- Assisted with medical coding and billing tasks.
Patient Service Representative II
Atrius Health
09.2015 - Current
- 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.
- Managed patient registration process, confirming data accuracy and completeness.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Placing DME at home medical equipment.
- Used Epic to schedule appointments.
- Handled customer service inquiries remotely, via telephone and through email.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Resolved customer complaints using established follow-up procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Entered patient demographic and insurance data into electronic medical record system.
- Handled customer service inquiries via telephone and through email.
PCA
Tempus Unlimited
11.2021 - 12.2023
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
- Developed strong relationships with patients'' families to provide updates on progress and address concerns collaboratively.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Monitored vital signs and reported changes in patient condition to medical professionals promptly.
- Managed challenging behaviors in dementia patients using de-escalation techniques, creating a calm atmosphere within the care setting.
- Enhanced patient mobility by assisting with transfers, ambulation, and range of motion exercises.
- Administered medications as prescribed, preventing adverse reactions or complications.
- Collaborated with healthcare teams to develop individualized care plans, ensuring optimal outcomes for each patient.
- Documented patient information accurately in electronic medical records, ensuring continuity of care among healthcare providers.
- Collected and transported specimens to prepare for lab testing.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Followed directions of licensed nurses to administer medications and treatments.
- Delivered high-quality care to Boston Medical Center patients in hospital facility.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
Medical Administrative Assistant
Uphamscornerhealthctr
11.2010 - 09.2016
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Called patients to confirm scheduled appointments day in advance.
- Anticipated supply needs and placed orders proactively, preventing shortages that could disrupt daily clinic operations or compromise patient care quality.
- Coordinated referral appointments with external specialists, ensuring that relevant medical records were shared in a timely manner for optimal patient care continuity.
- Supported office staff and operational requirements with administrative tasks.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Used Centrix to schedule appointments for doctor visits and procedures.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Processed medical insurance claims and payments.
- Prepared and processed patient referrals and transfer requests.
Receptionist
Cartronixplus
05.2004 - 01.2010
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Process paperwork for car sales.
- Assist customers with car selections.
- Order and stock automobile supplies.
- Handled cash transactions and maintained sales and payments records accurately.
- Corresponded with clients through email, telephone, or postal mail.
Bank Teller
Citzens Bank
01.2007 - 12.2008
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Provided customer records, account statements and copies of checks.
- Audited fellow teller currency to contribute to dual-control procedures.
- Handled various accounting transactions.
Customer Service Representative
Stop & Shop
03.2003 - 12.2006
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Medical Administrative Assisting -
Everest Institute - Brighton
Brighton, MA07.2011
High School Diploma -
Continental Academie
2005
Skills
- Insurance Verification
- Payment Collection
- Patient confidentiality
- Patient Relations
- Eligibility Determination
- Appointment Scheduling
- Professionalism and Ethics
- Electronic Recordkeeping
- Healthcare industry understanding
- Data entry proficiency
- Medical terminology knowledge
- HIPAA Compliance
- Time Management
- Customer Service
- Clerical Support
- Critical Thinking
- Referral Verification
- Prescription Refills
- Medical Terminology
- Teamwork and Collaboration
- Problem-Solving
- Professionalism
- Epic Systems
Timeline
Patient Registration Representative
DotHouse Health
12.2022 - Current
PCA
Tempus Unlimited
11.2021 - 12.2023
Patient Service Representative II
Atrius Health
09.2015 - Current
Medical Administrative Assistant
Uphamscornerhealthctr
11.2010 - 09.2016
Bank Teller
Citzens Bank
01.2007 - 12.2008
Receptionist
Cartronixplus
05.2004 - 01.2010
Customer Service Representative
Stop & Shop
03.2003 - 12.2006
Medical Administrative Assisting -
Everest Institute - Brighton
High School Diploma -
Continental Academie
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