Melvin Moore
Chicago,IL
Summary
Organized Patient Access Representative with good customer service and administrative abilities. Skilled at helping patients feel comfortable with knowledgeable assistance. Reliable professional keeps documentation, schedules, and payments updated. Dependable Patient Access Representative skilled in patient registration and documentation management. Promotes office efficiency and patient satisfaction with expert support. Service-oriented team player trained in EMR updating. Compassionate Patient Care Coordinator with 7 years of experience in clinical practices and patient care coordination. Excellent communicator with good interpersonal skills and proficiency in computer operations. Influential analytical thinker, able to handle competing priorities and render outstanding service. Knowledgeable patient support team member with good relationship-building and communication skills developed over 7 years of experience in healthcare. Able to help patients work through issues and obtain the services necessary to meet their medical needs. Skilled at thoroughly investigating issues and following through to completely resolve all concerns. Detail-oriented Patient Service Representative with outstanding treatment knowledge and stellar communication skills. Successful at coordinating between patients and professionals and offering comprehensive patient education. Committed to organization and time management. Compassionate Patient Services Coordinator equipped with top-notch administrative, billing and customer service skills. Manages appointments and scheduling with organized approach. Proficient in coordinating insurance authorizations and maintaining medical records. Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Overview
6
6
years of professional experience
Work History
Patient Services Coordinator
UChicago Medicine
Chicago
- Managed pre-admitting and admitting of patients at busy facility
- Verified completeness and accuracy of patients' information for documentation in EMR system
- Greeted and admitted patients and caregivers upon arrival
- Screened calls from patients and loved ones to help callers reach correct extensions
- Scheduled follow-up visits for patients' follow-on visits
- Registered patients, routed documentation and escorted individuals to procedure locations
- Received and processed visitors' complaints to help improve hospital services
- Handled advanced directives, powers of attorney and advanced beneficiary notices
- Connected with insurance companies to verify details and process billing
- Collected and secured cash payments for patients' co-payments and additional financial obligations
- Worked with insurance companies to obtain approvals or contest denials
- Connected patients with support resources to seek financial assistance.
Patient Service Representative
Swedish Convenant
Chicago
- Explained admitting procedures and obtained signatures on admission, clinical and financial forms
- Identified insurance payer sources and verified insurance coverage
- Collected copayments and deductibles in alignment with insurance coverage
- Notified supervisor of customer complaints or critical issues for prompt assistance or remediation
- Checked voicemails throughout work day to return patient calls within set timeframes
- Answered department telephone calls and politely provided information and assistance
- Complied with all HIPAA regulations and organizational standards of patient confidentiality
- Reminded patients of appointments in advance and as needed as defined by department workflows
- Assisted patients with insurance verification, explaining coverage details and financial responsibility
- Interacted with patients, maintaining focus on courtesy, respect and professionalism
- Provided patients with required paperwork and verified information for records
- Coordinated appointments and confirmed follow-ups to meet patient needs
- Obtained and entered demographic, clinical, and financial data into computer system
- Greeted and admitted patients and caregivers upon arrival
- Registered patients, routed documentation and escorted individuals to procedure locations
- Screened calls from patients and loved ones to help callers reach correct extensions
- Scheduled follow-up visits for patients' follow-on visits
- Collected and secured cash payments for patients' co-payments and additional financial obligations.
Patient Service Representative
Michigan Primary Care
- Explained admitting procedures and obtained signatures on admission, clinical and financial forms
- Identified insurance payer sources and verified insurance coverage
- Collected copayments and deductibles in alignment with insurance coverage
- Notified supervisor of customer complaints or critical issues for prompt assistance or remediation
- Checked voicemails throughout work day to return patient calls within set timeframes
- Answered department telephone calls and politely provided information and assistance
- Complied with all HIPAA regulations and organizational standards of patient confidentiality
- Assisted patients with insurance verification, explaining coverage details and financial responsibility
- Interacted with patients, maintaining focus on courtesy, respect and professionalism
- Provided patients with required paperwork and verified information for records
- Coordinated appointments and confirmed follow-ups to meet patient needs
- Obtained and entered demographic, clinical, and financial data into computer system
- Greeted and admitted patients and caregivers upon arrival
- Verified completeness and accuracy of patients' information for documentation in EMR system
- Screened calls from patients and loved ones to help callers reach correct extensions
- Scheduled follow-up visits for patients' follow-on visits
- Collected and secured cash payments for patients' co-payments and additional financial obligations.
Financial Services Representative
Illinois Bone And Joint Institute
- Collaborated with helpdesk personnel to shape personnel dispatch plans, prioritizing high-impact faults with potential for disrupting important operations
- Led lifecycle change management efforts, overseeing onboarding and sunsetting of utilized solutions to empower smooth transitions
- Received and addressed customer complaints, investigating root cause and managing related corrective measures
- Recorded detailed notes that documented member interactions, complex situations and transactions to minimize lapses in employee communication and member service.
PSR - Patient Service Representative
Amita Health Saint Joseph Medical Center
Chicago, IL
12.2019 - 01.2021
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Scanned documents into electronic health record system as needed.
- Maintained accurate records of services provided during each visit or procedure.
- Adhered to HIPAA regulations when handling confidential patient information.
- Responded promptly to emails from patients regarding appointment changes or cancellations.
- Greeted patients upon arrival and directed them to the appropriate area.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Provided customer service by answering patient questions and addressing concerns.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Answered incoming calls in a professional manner.
- Reviewed patient accounts for accuracy on a regular basis.
- Inputted patient demographic data into electronic health record system.
- Verified insurance information, collected payments, and scheduled appointments.
- Assisted with the completion of medical forms and records.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Sorted and distributed incoming mail daily.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Scheduled patient appointments and procedures.
Patient Service Representative
Northwestern Memorial Hospital
Chicago, IL
05.2019 - 12.2020
- Sorted and distributed incoming mail daily.
- Greeted patients upon arrival and directed them to the appropriate area.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Ran credit card batches and balanced deposits on daily basis.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Maintained accurate records of services provided during each visit or procedure.
- Answered patient questions and fielded complaints to resolve issues.
- Obtained proper authorization and identification to release confidential medical records.
- Scheduled patient appointments and procedures.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Referred patients to appropriate professionals and services.
- Documented and managed patient information in computer system.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Utilized technology and specialized software to maximize productivity.
CRETICOS CANCER PATIENT ACCESS SPECIALIST
Illinois Masonic Medical Center
Chicago\, IL
02.2017 - 05.2019
- Ensured all required forms were completed accurately prior to patient visit.
- Resolved issues related to registration process including eligibility verification and authorization problems.
- Provided support to medical staff by obtaining authorizations from insurers for services rendered.
- Served as a liaison between patients and third party payers ensuring that all necessary documents are submitted in a timely manner.
- Greeted patients and visitors in person or on the telephone; answered inquiries, provided directions and instructions.
- Participated in ongoing training sessions related to new technologies or software updates impacting the registration process.
- Verified patient insurance coverage, collected copays and other payments, processed credit card transactions.
- Processed incoming referrals from outside agencies according to established guidelines and policies.
- Demonstrated knowledge of coding systems used in healthcare setting for reimbursement purposes.
- Responded promptly to customer inquiries regarding account balances, billing statements, payment history.
- Analyzed reports generated by EHR system in order to identify areas of improvement within the workflow processes.
- Collaborated with clinical staff to ensure timely processing of orders for tests, treatments and procedures.
- Educated patients about financial policies and procedures at facility; explained benefits of various payment options available.
- Obtained health, financial and religious information from patients at time of admission.
- Received and stored patients' valuables and other belongings, as requested.
- Responded to patient concerns and inquiries professionally and efficiently.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Applied HIPAA privacy and security regulations while handling patient information.
ED SERVICE REP
Lurie Children’s Hospital
Chicago, IL
06.2015 - 02.2017
- Managed incoming calls from customers seeking assistance with their orders or other services.
- Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges.
- Replenished supplies such as paper towels, toiletries, cleaning supplies when needed.
- Ensured compliance with all safety regulations within the store environment.
- Assisted customers with purchases, returns, and exchanges of merchandise.
- Followed proper cash handling procedures while completing transactions.
- Contributed ideas on how to improve processes related to customer service delivery.
- Assisted customers over the phone with placing orders and answering questions about product availability or pricing information.
- Greeted customers and answered inquiries in a professional manner.
- Provided excellent customer service by addressing customer needs in a timely fashion.
Education
High School Diploma -
East Aurora
Skills
- Clinical data entry
- Customer service
- Financial needs determination
- Patient admitting
- Patient intake
- Insurance verification
- Healthcare system navigation
- Improve patient care
- Coordinate referrals
- Case management
- Patient documentation
- Patient Registration
- Appointment Scheduling
- Insurance Verification
- Strong Organization
- Quality Assurance
- Problem-Solving
- Patient Education
- Post-Discharge Care Coordination
- Multitasking and Organization
- HIPAA Compliance
- Work Quality Evaluation
- Pre-Admission Requests
- Registration management
- Scheduling Diagnostic Procedures
- Insurance company knowledgeable
- Financial Procedures Adherence
- Training Coordination
- Customer Service
- Registration and Admissions
- Referral Coordination
- Money Handling
- Process Improvement
- Team Collaboration
- System Updating
- Medical Terminology
- Medical Billing
Additional Information
Proficient in Microsoft Word, PowerPoint, and Excel
Timeline
PSR - Patient Service Representative
Amita Health Saint Joseph Medical Center
12.2019 - 01.2021
Patient Service Representative
Northwestern Memorial Hospital
05.2019 - 12.2020
CRETICOS CANCER PATIENT ACCESS SPECIALIST
Illinois Masonic Medical Center
02.2017 - 05.2019
ED SERVICE REP
Lurie Children’s Hospital
06.2015 - 02.2017
Patient Services Coordinator
UChicago Medicine
Patient Service Representative
Swedish Convenant
Patient Service Representative
Michigan Primary Care
Financial Services Representative
Illinois Bone And Joint Institute
High School Diploma -
East Aurora