Michael White
Lexington,KY
Summary
Adept at enhancing patient experiences and streamlining insurance processes, my tenure at the University of Kentucky Hospital showcases a blend of empathetic customer service and meticulous HIPAA compliance. Leveraging skills in insurance verification and patient registration, I've significantly improved operational efficiency and patient satisfaction. My collaborative approach and problem-solving abilities have fostered positive outcomes in high-pressure environments. Organized Patient Service Representative with 8 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations. 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. Dependable serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Overview
12
12
years of professional experience
Work History
Patient Service Representative
University Of Kentucky Hospital
10.2018 - 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.
- Used [Software] to schedule appointments.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Developed and implemented customer service policies and procedures.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Resolved billing inquiries and disputes in timely fashion.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Investigated insurance claims denials and appeals.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Trained new staff on hospital processes and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
Sales Associate
Allconnect Inc,Sales Center
09.2014 - 02.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Insurance Consultant
Metlife
06.2012 - 08.2014
- Established lasting relationships with key industry partners, including brokers, carriers, and service providers to better serve client needs.
- Provided exceptional customer service during the claims process by guiding clients through each step and advocating on their behalf when needed.
- Improved operational efficiency within the agency by streamlining workflows, automating tasks, and leveraging technology where appropriate.
- Conducted thorough policy reviews for existing clients, identifying gaps in coverage and recommending appropriate solutions.
Education
High School Diploma -
Lafayette (Scapa) High School
Lexington, KY06.2012
Skills
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Insurance verifying
- Patient confidentiality
- Patient Intake
- Payment Collection
- Patient greeting
- Medical insurance
- Healthcare industry understanding
- Document filing
- Reception Management
- Medical Billing
- Medicaid
- Problem-Solving
- Insurance Billing
- Onsite tours
- Phone and Email Etiquette
- Multitasking and Organization
- Money Handling
- Patient Registration
- Call Screening
- Patient check-in
- Registration and Admissions
- Fee Collection
- Payment Processing
- Pre-Admission Requests
- Team Collaboration
- Patient Education
- Registration management
- Team Leadership
- Registration and Scheduling
Actor, Singer
some of my side hobbies consist of me being a Actor, and Singer. been doing both of these hobbies since the age of 8. I have attended Scapa lafayette High school where i majored in Theatre and vocal performance. While attending scapa I was casted for number of great production (Dairy Of Ann Frank, Bye Bye Birdie, Hairspray, and Cinderella) in 2022 I was casted in University of Kentucky's Grand Night for Singing, and was also accepted to be apart of the show the following year (2023). my hobbies have always brought me Great joy and happiness, that I feel adds to my outgoing and fun personality.
Timeline
Patient Service Representative
University Of Kentucky Hospital
10.2018 - Current
Sales Associate
Allconnect Inc,Sales Center
09.2014 - 02.2018
Insurance Consultant
Metlife
06.2012 - 08.2014
High School Diploma -
Lafayette (Scapa) High School