Michelle Simmons
Savannah,GA
Summary
Dedicated Patient Service Representative with strong skills in appointment scheduling and HIPAA compliance. Proven ability to enhance patient satisfaction and streamline processes.
Detail-oriented Patient Service Representative with expertise in patient intake, insurance verification, and effective communication. Recognized for improving service delivery and reducing wait times, committed to enhancing patient experiences in a healthcare setting.
Compassionate professional with a solid background in customer service and patient confidentiality. Successfully managed appointment scheduling and resolved inquiries, fostering trust and satisfaction among patients and healthcare teams.
Overview
6
6
years of professional experience
Work History
Patient Service Representative
Southcoast Hospital Group
Savannah, GA
07.2020 - Current
- Managed patient scheduling and appointment confirmations to enhance operational efficiency.
- Facilitated effective communication between patients and healthcare teams to improve service delivery.
- Resolved patient inquiries and concerns, ensuring a positive experience through active listening and problem-solving.
- Implemented electronic health record updates, maintaining accurate patient information for clinical staff access.
- Trained new staff on customer service protocols and hospital policies to ensure compliance and consistency.
- Streamlined check-in processes, reducing wait times and enhancing overall patient satisfaction metrics.
- Collaborated with multidisciplinary teams to coordinate patient care plans and follow-up appointments effectively.
- Developed training materials for ongoing staff development, focusing on improving service excellence in patient interactions.
- 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.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used [Software] to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- 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.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Built and maintained positive working relationships with patients and staff.
- Balanced deposits and credit card payments each day.
- Took copayments and compiled daily financial records.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- 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.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Organized patient records and database to facilitate information storage and retrieval.
- Delivered support to medical staff in completion of patient paperwork.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Taught patients and families to use at-home medical equipment.
Education
High School Diploma -
A.E. Beach High SCHOOL
Savannah, GA06-1987
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Patient intake
- Payment collection
- Scheduling appointments
- Medical terminology
- Patient greeting
- Eligibility determination
- Medical insurance
- Directing callers
- Bookkeeping support
- Interpreting physician orders
- Onsite tours
- Verbal and written communication
- Electronic health records
- Phone etiquette
- Data protection
- Workflow optimization
- Patient follow-up
- Clinical data entry
- Appointment confirmation
- Front desk supervision
- Typing [number] wpm
- Patient admitting
- Telehealth support
- Appointment reminders
- Check-in coordination
- Phone and email etiquette
- Multitasking and organization
- Patient registration
- Money handling
- Call screening
- Patient check-in
- Registration and admissions
- Pre-admission requests
- Fee collection
- Payment processing
- Team collaboration
- Information collection
- Paging systems
- Quality assurance
- Work quality evaluation
- Regulatory compliance
- Friendly and outgoing
- Policy understanding
- Intake assessment
- Patient identity verification
- Attention to detail
- Registration and scheduling
- Punctual and hardworking
Timeline
Patient Service Representative
Southcoast Hospital Group
07.2020 - Current
High School Diploma -
A.E. Beach High SCHOOL