Nicole Houle
Knoxville,Tennessee
Summary
Patient Access Representative performing diverse administrative functions for patient care with high degree of diplomacy and problem-solving acumen. Positive and upbeat team player with good communication and time management abilities.
Demonstrated extreme attention to detail with accuracy of medical records. Efficient Patient Service Representative with five years of experience working in hospitals and doctor's Offices. Patient advocacy. Successful at helping patients through every step of the healthcare process. Highly motivated and positive individual with great organizational and communication skills. Customer service master and efficient problem solver. Deftly manages administrative functions while delivering thorough answers and solutions to foster exceptional customer experiences. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Business Office Associate
Faculty Internal Medicine
Knoxville, United States
01.2022 - Current
- Provided clerical support to company employees by copying, faxing and filing documents.
- Responded to inquiries from callers seeking information.
- Processed requests for medical records
- Scheduled appointments for patients
Patient Access Representative
Knoxville HMA Physician
Knoxville, TN
02.2011 - 03.2013
- Obtained necessary signatures for privacy laws and consent for treatment.
- Assembled registration paperwork and placed identification bands on patient.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Verified demographics and insurance information to register patients in computer system.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Applied knowledge of payer requirements, utilizing on-line eligibility systems to verify patient coverage and policy limitations.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Checked daily doctor schedules and verified insurance.
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Patient Financial Counselor
Mercy Health Partners
Knoxville, TN
03.2009 - 02.2011
- Put together settlement options and development payment plans.
- Checked in with patients and families to gather required information.
- Evaluated patients for unique needs and assistance options.
- Worked with insurance companies and patients to determine best courses of action.
- Provided hospital-based social work support to uninsured individuals.
- Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
- Gathered community resources and coordinated referrals to obtain services.
- Counseled patients on ongoing basis to assist with challenges.
- Helped patients navigate healthcare system and care options by educating on relevant subject areas and answering questions throughout treatment process.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Recognized by management for providing exceptional customer service.
Patient Registration Representative
Baptist Hospital of East Tennessee
Knoxville, TN
09.2008 - 03.2009
- Updated patient demographic information in AS-400 to prevent treatment and recordkeeping errors.
- Registered patients using proper data entry procedures and fully compliant ICD-10 and CPT codes.
- Screened patients before and during admissions processes.
- Interpreted physician orders to coordinate appropriate tests and verify compliance with admission criteria.
- Verified insurance and collected critical data elements to properly identify and bill patients.
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
High School Diploma -
Bradley Central High School
Cleveland, TN1999
Skills
- Regulatory compliance
- Insurance company knowledgeable
- Payment processing
- Appointment scheduling
- Appointment confirmation
- MS Office
- Relationship development
- Problem resolution
- Customer service
- Administrative support
- Insurance billing
- Call Transfers
- Postage Meter
- HIPAA Guidelines
Timeline
Business Office Associate
Faculty Internal Medicine
01.2022 - Current
Patient Access Representative
Knoxville HMA Physician
02.2011 - 03.2013
Patient Financial Counselor
Mercy Health Partners
03.2009 - 02.2011
Patient Registration Representative
Baptist Hospital of East Tennessee
09.2008 - 03.2009
High School Diploma -
Bradley Central High School
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