MICHELLE GENTILE
Riverton,NJ
Summary
Well-versed Patient Service Representative with background in facilitating effective patient care through diligent coordination. Demonstrated strengths include robust communication skills and the ability to manage high-volume workflows in fast-paced healthcare environments. Past experience has shown capability in improving patient satisfaction levels, contributing significantly to team efficiency and fostering positive relationships between patients and medical staff. Compassionate Patient Service Representative known for high productivity and efficient task completion. Skilled in patient scheduling, record keeping, and front desk management. Excels in communication, empathy, and problem-solving to enhance patient satisfaction and support healthcare team efficiency. Focused patient service representative with several years of experience supporting patients in healthcare settings. Extensive knowledge of medical record organization and patient advocacy. Successful at helping patients through care and treatment process. 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. 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. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Retina Care Center And Mednet Technologies
Hanover, PA
01.2022 - Current
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Performed administrative duties such as filing, faxing, photocopying.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Assisted with the completion of medical forms and records.
- Answered incoming calls in a professional manner.
- Scanned documents into electronic health record system as needed.
- Sorted and distributed incoming mail daily.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Ensured all necessary paperwork was completed prior to patient visits.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Verified insurance information, collected payments, and scheduled appointments.
- Maintained a clean and organized reception area.
- Greeted patients upon arrival and directed them to the appropriate area.
- Inputted patient demographic data into electronic health record system.
- Adhered to HIPAA regulations when handling confidential patient information.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Reviewed patient accounts for accuracy on a regular basis.
- Assisted with scheduling follow-up appointments according to provider availability.
- Provided customer service by answering patient questions and addressing concerns.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Documented and managed patient information in computer system.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Utilized technology and specialized software to maximize productivity.
- Referred patients to appropriate professionals and services.
- 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.
- Scheduled patient appointments and procedures.
- Answered patient questions and fielded complaints to resolve issues.
- Obtained proper authorization and identification to release confidential medical records.
- Obtained insurance verification and authorization to submit financial clearance of patient accounts.
- Registered patients by verifying records to update computer system and patient charts.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Applied HIPAA privacy and security regulations while handling patient information.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Conducted financial counseling for patients, explaining payment options and assistance programs.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Guided patients through the completion of consent and other required medical forms.
- Assembled registration paperwork and placed identification bands on patient.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
Administrative Supervisor
New Jersey Manufacturers Insurance
MOUNT LAUREL, NJ
09.2013 - 12.2021
- Assisted with the development of new processes for improving efficiency within the department.
- Supervised a team of administrative professionals including hiring, training, scheduling, evaluating performance and providing feedback.
- Maintained accurate records of employee attendance, leave requests, payroll information and other related documents.
- Monitored inventory levels of office supplies to ensure adequate stock was available at all times.
- Developed strategies for streamlining day-to-day operations that increased productivity across the organization.
- Responded promptly to customer inquiries via phone or email ensuring excellent customer service standards were met.
- Ensured all administrative tasks were completed accurately and on time.
- Provided support for executive level personnel in preparing presentations materials such as charts, graphs, reports.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Monitored inventory levels of supplies needed for daily operations and placed orders when necessary.
- Provided guidance to staff members in the areas of customer service, data entry, filing systems, office equipment maintenance, and safety protocols.
- Resolved conflicts among employees by investigating complaints thoroughly and taking appropriate disciplinary action when necessary.
- Reviewed employee timesheets regularly to ensure hours worked were accurately recorded.
- Monitored office inventory to maintain supply levels.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Researched and prepared reports required by management or governmental agencies.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Resolved customer complaints or answered customers' questions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Recruited, interviewed and selected employees to fill vacant roles.
Education
High School Diploma -
BISHOP MCDEVITT HIGH SCHOOL
Wyncote, PA06-1989
Skills
- Patient interviewing skills
- Reception Management
- Routing lab results
- Appointment Scheduling
- Appointment confirmation
- Eligibility Determination
- Medical insurance
- HIPAA Compliance
- Office Administration
- Patient Intake
- Insurance Verification
- Customer Service
- Payment Collection
- Medical terminology knowledge
Timeline
Patient Service Representative
Retina Care Center And Mednet Technologies
01.2022 - Current
Administrative Supervisor
New Jersey Manufacturers Insurance
09.2013 - 12.2021
High School Diploma -
BISHOP MCDEVITT HIGH SCHOOL
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