Michelle Martin
Marshall
Summary
Dedicated Patient Access Representative with proven skills in customer service, insurance verification, and HIPAA compliance. Committed to enhancing patient access and streamlining processes for improved operational efficiency.
Overview
21
21
years of professional experience
Work History
Patient Access Representative
Christus Health
Marshall, TX
07.2019 - Current
- Facilitated patient registration processes, ensuring accurate data entry and compliance with health regulations.
- Coordinated insurance verification procedures, enhancing patient access to services and minimizing delays.
- Streamlined appointment scheduling workflows, improving overall operational efficiency within the department.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
Customer Advocate
BCBS
Marshall, TX
04.2008 - 11.2010
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Educated members on benefits, coverage options, and claims processes to enhance understanding.
- Collaborated with cross-functional teams to streamline workflows and improve customer service efficiency.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
Client Service Representative
Department of Economic Security
Chandler, AZ
08.2005 - 01.2008
- Resolved client inquiries regarding economic assistance programs and services.
- Facilitated access to resources by coordinating referrals to community service providers.
- Maintained accurate client records using case management software and database systems.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Education
Associate of Science - Healthcare Administration Management
Wilmington University
New Castle, DE05-2030
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Patient check-in
- Multitasking and organization
- Registration and admissions
- Phone and email etiquette
- Healthcare systems navigation
- Strong empathy
- Problem-solving
- Money handling
- Eligibility determination
- Payment processing
- Electronic health records
- Data entry
- Policy understanding
- Health insurance knowledge
- Patient identity verification
- Privacy regulations knowledge
- Registration and scheduling
- Caring and empathetic
- Medical insurance
Timeline
Patient Access Representative
Christus Health
07.2019 - Current
Customer Advocate
BCBS
04.2008 - 11.2010
Client Service Representative
Department of Economic Security
08.2005 - 01.2008
Associate of Science - Healthcare Administration Management
Wilmington University