Michele Shackelford
Summary
Diligent Patient Access rep with solid background in patient access. Facilitated seamless patient admissions, ensuring accurate data entry and efficient processing. Demonstrated proficiency in managing patient inquiries and coordinating with medical staff.
.
Overview
37
37
years of professional experience
Work History
Patient Access Representative
North Kansas City Hospital
02.2016 - 06.2024
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Resolved customer complaints using established follow-up procedures.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Patient Access Representative
St Luke's Healthcare System
02.2014 - 02.2024
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
Patient Access Representative
Kansas City Orthopedics Institute
06.2016 - 07.2020
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
- Check patients in and out
Staffing Coordinator
CareCentrix
02.2010 - 06.2016
- Staffing CNA.Nurses, Pt and OT for patients all over the world with Cigna insurance after they had major surgery in a timely manner.
- Also providing DME for homecare patients.
Medical Billing Rep
Medical Service Corp
12.1987 - 01.2011
- Posted and adjusted payments from insurance companies.
- Maintained HIPAA compliance while managing confidential patient data, enhancing security measures for sensitive information.
- Precisely evaluated and verified benefits and eligibility.
- Achieved high levels of accuracy in patient data entry by consistently cross-referencing information sources and seeking clarification as needed.
- Supported team members in resolving complex cases, applying problem-solving skills to reach favorable outcomes for all parties involved.
- Ensured timely payments from patients and insurance providers by monitoring outstanding balances and initiating collection efforts when necessary.
Education
Southwest High School
Kansas City, MO05-1982
Skills
- Customer service
- Insurance verification and insurance authorization
- HIPAA compliance
- Patient registration patient check in and out
- Referral coordinator
- Registration and admissions appointment scheduling
- Phone and email etiquette
- EMR
- Strong empathy
- Payment processing and problem solving
- Referral coordination and insurance authorizations
- Data entry
Timeline
Patient Access Representative
Kansas City Orthopedics Institute
06.2016 - 07.2020
Patient Access Representative
North Kansas City Hospital
02.2016 - 06.2024
Patient Access Representative
St Luke's Healthcare System
02.2014 - 02.2024
Staffing Coordinator
CareCentrix
02.2010 - 06.2016
Medical Billing Rep
Medical Service Corp
12.1987 - 01.2011
Southwest High School
Similar Profiles
Jody AbbottJody Abbott
Sr.VP/Vice Chief Operating Officer at North Kansas City HospitalSr.VP/Vice Chief Operating Officer at North Kansas City Hospital
Kevin KanapiaKevin Kanapia
Telemetry Staff Nurse at North Kansas City HospitalTelemetry Staff Nurse at North Kansas City Hospital
Almaenriqueta Alvarez-VegaAlmaenriqueta Alvarez-Vega
Floor Tech, ICU Tech, Floatpool at North Kansas City HospitalFloor Tech, ICU Tech, Floatpool at North Kansas City Hospital
Sharde BuchananSharde Buchanan
Patient Access Representative III/ Hospital Patient Access/Team Lead/Cashier at Memorial Hermann Health SystemPatient Access Representative III/ Hospital Patient Access/Team Lead/Cashier at Memorial Hermann Health System
Jenny AbreuJenny Abreu
Patient Access Representative- Patient Registration at Wakemed Health & HospitalsPatient Access Representative- Patient Registration at Wakemed Health & Hospitals