Michele Tester
Elizabethton,TN
Summary
Efficient and dedicated Patient Service Representative with 15+ years of experience in healthcare administration and patient access. Proven expertise in managing high-volume patient interactions, verifying insurance coverage, and maintaining accurate medical records. Demonstrated ability to enhance patient satisfaction through exceptional customer service and effective communication. Skilled in utilizing EMR systems, including Epic, to streamline operations and improve efficiency in fast-paced medical environments.
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Patient Service Representative
BHMA Internal Medicine/Family Medicine
04.2021 - 10.2025
- I work check out. I fill in for check in when needed. If check in gets behind I help check in patients. My daily duties consist of collecting copays/self-pay balances, faxing medical records requests, sorting through mail & faxes putting the mail & faxes in each provider’s tray. Balancing cash drawer, scanning documents (after numbering them), scanning insurance cards & Id’s at check in. Verifying all patient information, verifying insurance on Epic. (our computer system) answer the phone, taking messages (patient messages-med refills etc.) for nurses, or provider. schedule appointments, and schedule outpatient procedures if needed (CT, MRI, Ultrasound, etc...) & clean our work area at the end of the day, & sometimes during the day (sick patients) I also mail patient letters to remind them it’s time to schedule an appointment if I can’t get them on the phone. Usually, the provider will give you a list of patients to call when they haven’t been in for an appointment in a while.
- Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
- Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
- Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
- Maintained accurate patient records by updating personal information, medical history, and insurance details in the electronic database
- Addressed patient concerns and resolved issues promptly and professionally, resulting in increased patient satisfaction ratings
- Assisted with the check-in process by verifying patient demographics, collecting co-pays, and explaining office policies
- Managed incoming/outgoing correspondence such as emails, faxes, and mail to ensure timely communication between patients and healthcare professionals
- Educated patients on available resources such as online portals or mobile applications for accessing test results or scheduling appointments
- Performed administrative tasks including filing documents, organizing charts, maintaining inventory of office supplies, etc
- Authorized to work in the US for any employer
E.R. Access Representative
Ensemble Health Partners
11.2020 - 12.2021
- Check-in patient's, verify all patient information, scan insurance cards, & Id's into EHR, answer & direct phone calls, balance daily cash drawer, & collect copays & self-pay's. Admit patients into the hospital when necessary.
- Managed patient check-in and check-out process, ensuring accuracy of demographic information and insurance verification
- Managed billing processes including collecting co-pays, processing payments, and reconciling accounts receivable
- Trained new staff members on office procedures, EMR system usage, and customer service best practices
- Implemented quality improvement initiatives to enhance the patient experience and streamline administrative processes
- Performed data entry tasks such as entering patient demographics, medical history updates, and test results into the EMR system accurately
- Assisted patients with completing necessary forms and paperwork, ensuring compliance with regulatory requirements
- Maintained electronic medical records (EMR) system, accurately documenting patient information and updating records as necessary
Patient Access Representative
CVA Abingdon
12.2020 - 04.2021
- Check- in & check outpatients. verify all patient information, answer & direct phone calls, balance daily cash drawer, schedule patient appointments, pre-registration, confirm patient appointments, schedule patient out-patient procedures, scan medical records into EHR, & fax medical records upon request.
- Greeted and checked in patients, ensuring accurate collection of demographic and insurance information
- Scheduled patient appointments, coordinating with healthcare providers to optimize scheduling efficiency
- Educated patients on financial responsibilities, explaining billing processes and payment options
- Resolved patient inquiries and concerns regarding appointments, insurance coverage, and billing discrepancies
- Maintained electronic medical records (EMR) system accuracy by updating patient information and documenting interactions
- Collaborated with healthcare team to ensure timely delivery of quality care to patients
- Assisted in the coordination of referrals to specialists or other healthcare facilities as needed
- Managed high call volumes in a fast-paced environment while maintaining excellent customer service standards
- Coordinated with medical staff to prioritize urgent cases based on severity of condition or physician's instructions
- Developed strong relationships with patients through effective communication and empathetic support during their healthcare journey
- Ensured compliance with HIPAA regulations when handling sensitive patient information
- Participated in training sessions to stay updated on changes in policies, procedures, and insurance guidelines
- Collaborated with billing department to resolve coding errors or discrepancies that impacted reimbursement rates
- Provided exceptional customer service by addressing patient concerns and resolving issues promptly and professionally
Family Medicine
Family Medicine Of Mountain City
01.2019 - 11.2020
- Check- in & check out patients, verify all patient information, scan insurance, and Id's into EHR, collect copays, collect & post patient payments, balance daily cash drawer, answer & direct phone calls, take messages for nurse and doctors. send refill and any other requests to nurse and doctor & schedule patient appointments.
- Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
- Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
- Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
- Maintained accurate patient records by updating personal information, medical history, and insurance details in the electronic database
- Addressed patient concerns and resolved issues promptly and professionally, resulting in increased patient satisfaction ratings
- Assisted with the check-in process by verifying patient demographics, collecting co-pays, and explaining office policies
- Managed incoming/outgoing correspondence such as emails, faxes, and mail to ensure timely communication between patients and healthcare professionals
- Performed administrative tasks including filing documents, organizing charts, maintaining inventory of office supplies, etc
Patient Access Representative
Urgent Care (Ballad)
04.2018 - 01.2019
- Check-in, and check out patients, verify all patient information, scan insurance cards, ids, etc... Collect copays or self pays, fax medical records upon request, balance daily cash drawer, scan medical records into EHR, input charges, code encounters, close out daily cash drawer & fill out deposit slip. clean lobby, and personal space each day.
- Managed patient check-in and check-out process, ensuring accuracy of demographic information and insurance verification
- Maintained electronic medical records (EMR) system, accurately documenting patient information and updating records as necessary
- Assisted patients with completing necessary forms and paperwork, ensuring compliance with regulatory requirements
- Verified insurance coverage and obtained pre-authorization for procedures or treatments as needed
- Managed billing processes including collecting co-pays, processing payments, and reconciling accounts receivable
- Trained new staff members on office procedures, EMR system usage, and customer service best practices
- Performed data entry tasks such as entering patient demographics, medical history updates, and test results into the EMR system accurately
Surgery Scheduler
Watauga Surgical Group
11.2017 - 04.2018
- Schedule surgeries, (colonoscopy's, etc...) have surgery patients fill out, and sign documents, answer & direct phone calls, schedule patient office appointments, pre-cert surgeries when needed, work check out when needed, & schedule outpatient tests (CT, Ultrasound, MRI, etc...) when needed.
- Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
- Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
- Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
- Maintained accurate patient records by updating personal information, medical history, and insurance details in the electronic database
- Addressed patient concerns and resolved issues promptly and professionally, resulting in increased patient satisfaction ratings
- Assisted with the check-in process by verifying patient demographics, collecting co-pays, and explaining office policies
Patient Access Representative
Primary Care Center
01.2017 - 11.2017
- I worked in our call center room scheduling patient appointments, taking messages for doctors & nurses, taking refill requests, pre-registration, confirm patient appointments, & faxed medical records upon request.
- Scheduled patient appointments, coordinating with healthcare providers to optimize scheduling efficiency
- Resolved patient inquiries and concerns regarding appointments, insurance coverage, and billing discrepancies
- Collaborated with healthcare team to ensure timely delivery of quality care to patients
- Performed pre-registration activities for upcoming surgeries or procedures, ensuring all necessary documentation is complete
- Managed high call volumes in a fast-paced environment while maintaining excellent customer service standards
- Coordinated with medical staff to prioritize urgent cases based on severity of condition or physician's instructions
- Developed strong relationships with patients through effective communication and empathetic support during their healthcare journey
- Ensured compliance with HIPAA regulations when handling sensitive patient information
- Participated in training sessions to stay updated on changes in policies, procedures, and insurance guidelines
- Maintained confidentiality of patient records according to established protocols
- Provided exceptional customer service by addressing patient concerns and resolving issues promptly and professionally
Patient Access Representative
Mountain States Medical Group Internal Medicine & Family Medicine
02.2014 - 01.2017
- Check-in, and check out patients, answer & direct phone calls, schedule patient appointments, collect copays, self pays, take messages for nurses & doctors, sort mail, balance daily money drawer, & fax medical records upon request.
- Greeted and checked in patients, ensuring accurate collection of demographic and insurance information
- Scheduled patient appointments, coordinating with healthcare providers to optimize scheduling efficiency
- Educated patients on financial responsibilities, explaining billing processes and payment options
- Resolved patient inquiries and concerns regarding appointments, insurance coverage, and billing discrepancies
- Maintained electronic medical records (EMR) system accuracy by updating patient information and documenting interactions
- Collaborated with healthcare team to ensure timely delivery of quality care to patients
- Managed high call volumes in a fast-paced environment while maintaining excellent customer service standards
- Coordinated with medical staff to prioritize urgent cases based on severity of condition or physician's instructions
- Developed strong relationships with patients through effective communication and empathetic support during their healthcare journey
- Ensured compliance with HIPAA regulations when handling sensitive patient information
Patient Service Representative
Mountain States Health Alliance
07.2001 - 02.2014
- I worked here starting in July of 2001 checking in Emergency Room patients at Sycamore Shoals Hospital. after a year of working there I transferred to Johnson County Community Hospital as a Patient service Representative, I greeted patients as they checked in for outpatient procedures such as lab services, Radiology services, Nuclear Medicine procedures, etc... My duties consisted of verifying all patient information. Collecting co-pays, answering & directing phone calls. I also worked in Physical Therapy as a PSR for the last 5 years at the hospital, my duties included taking messages for the Physical Therapist, schedule patient appointments, collecting copays, self pays, calling and verifying workmen's comp claims, faxing office notes to get more P.T. visits approved through workmen's comp. I also helped the Physical Therapist when needed I would set up hot packs and cold packs, give ultrasounds to patients, help with showing the patients the correct exercises to do for their recovery, get the patients wound therapy baths ready, clean up the tub afterwards with the proper sanitation. I would also help the Cardiac Rehab Nurse with the patients when needed. I would help put the heart monitors on them, walk up, and down the halls with them, I helped them with the exercise routines they had to do, and take their blood pressure.
- I learned a lot working outpatient, Emergency Room, and working in P.T.
- Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
- Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
- Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
- Maintained accurate patient records by updating personal information, medical history, and insurance details in the electronic database
- Addressed patient concerns and resolved issues promptly and professionally, resulting in increased patient satisfaction ratings
- Assisted with the check-in process by verifying patient demographics, collecting co-pays, and explaining office policies
- Collaborated with healthcare providers to coordinate referrals for specialized treatments or consultations as required
- Managed incoming/outgoing correspondence such as emails, faxes, and mail to ensure timely communication between patients and healthcare professionals
- Educated patients on available resources such as online portals or mobile applications for accessing test results or scheduling appointments
- Performed administrative tasks including filing documents, organizing charts, maintaining inventory of office supplies, etc
E.R. Clerk
Blowing Rock Hospital
09.1999 - 07.2000
- Greet patients, check patients in & out, collect co-pays, self pays, verify all patient information, answer & direct phone calls, admit patients when needed.
- Managed patient check-in and check-out process, ensuring accuracy of demographic information and insurance verification
- Responded to patient inquiries via phone, email, and in-person, providing exceptional customer service and resolving issues promptly
- Assisted patients with completing necessary forms and paperwork, ensuring compliance with regulatory requirements
- Managed billing processes including collecting co-pays, processing payments, and reconciling accounts receivable
Education
Certified Nursing Assistant - Tennessee Technology Center
Tennessee Technology Center
Elizabethton, TN09.1993
Required courses - undefined
Johnson County High School
Mountain City, TNBusiness Systems Technology\Receptionist - Certificate
Tennessee Vocational Technical School
Elizabethton, TN02.1993
Skills
- Medical records
- Hospital Experience
- Data Entry
- Typing
- Filing
- Medical Office Experience
- Time management
- Windows
- Front desk
- Microsoft Outlook
- Cash handling
- Medical terminology
- Computer literacy
- Documentation review
- Microsoft Excel
- Hospital experience
- Appointment scheduling
- Medical Records
- Cleaning
- Customer service
- Schedule Management
- Patient Service Representative
- Communication skills
- Schedule management
- Patient care
- HIPAA
- Clerical experience
- Medical Terminology
- Medical Scheduling
- Epic
- EMR Systems
- Writing skills
- Microsoft Word
- Insurance Verification
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Patient confidentiality
- Patient intake
- Payment collection
- Scheduling appointments
- Patient greeting
- Eligibility determination
- Medical insurance
- Data entry proficiency
- Document filing
- Conflict resolution
- Reception management
- Patient education
- Directing callers
- System updates
- Verbal and written communication
- Electronic health records
- Phone etiquette
- Healthcare industry
- Patient follow-up
- Typing [60] wpm
- Appointment confirmation
- Check-in coordination
- Telehealth support
- Patient admitting
- Appointment reminders
- Phone and email etiquette
- Problem-solving
- Flexible schedule
- Multitasking and organization
- Patient registration
- Money handling
- Call screening
- Patient check-in
- Registration and admissions
- Fee collection
- Team collaboration
- Information collection
- Work quality evaluation
- Registration management
- Relationship building
- EMR
- Scheduling diagnostic procedures
- Friendly and outgoing
- Data entry
- Policy understanding
- Records maintenance
- Attention to detail
- Registration and scheduling
- Punctual and hardworking
Certification
Driver's License
Languages
English
Timeline
Patient Service Representative
BHMA Internal Medicine/Family Medicine
04.2021 - 10.2025
Patient Access Representative
CVA Abingdon
12.2020 - 04.2021
E.R. Access Representative
Ensemble Health Partners
11.2020 - 12.2021
Family Medicine
Family Medicine Of Mountain City
01.2019 - 11.2020
Patient Access Representative
Urgent Care (Ballad)
04.2018 - 01.2019
Surgery Scheduler
Watauga Surgical Group
11.2017 - 04.2018
Patient Access Representative
Primary Care Center
01.2017 - 11.2017
Patient Access Representative
Mountain States Medical Group Internal Medicine & Family Medicine
02.2014 - 01.2017
Patient Service Representative
Mountain States Health Alliance
07.2001 - 02.2014
E.R. Clerk
Blowing Rock Hospital
09.1999 - 07.2000
Required courses - undefined
Johnson County High School
Business Systems Technology\Receptionist - Certificate
Tennessee Vocational Technical School
Certified Nursing Assistant - Tennessee Technology Center
Tennessee Technology Center
Awards
STAR AWARD, May 2009, The STAR AWARD is given to an employee nominated by their supervisor for doing a good deed for a patient. I helped a patient with a financial problem. They can couldn't pay their bill, & I called the billing department asked if their was any assistance programs for individuals struggling on a "fixed income". Found out their was. They mailed patient a financial assistance packet. Patient brought it in to me i helped them fill it out, & I faxed it to the billing department. A few weeks later patient called they had been approved. They was very excited. I was happy to assist patient, & find a solution!
Additional Information
I am very dependable, and very organized. I like to work independently but can also work well with others as a team. Looking for a full-time position with an opportunity for advancement in my career.