NICOLE HYACINTH
BALTIMORE,Maryland
Summary
Organized Patient Service Representative with fifteen years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
15
15
years of professional experience
Work History
Patient Services Coordinator
Johns Hopkins Hospital
Baltimore, MD
01.2009 - Current
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
- Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
- Maintained accurate patient records by diligently updating information in the electronic health record system.
- Reduced wait times for patients through effective coordination of appointment schedules with providers.
- Assisted in improving overall clinic efficiency by managing patient flow during peak hours and high-volume situations.
- Increased patient understanding of treatment plans by providing clear explanations of medical procedures and instructions.
- Contributed to a positive clinic environment by consistently displaying compassion, empathy, and professionalism when interacting with patients.
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Collaborated with interdisciplinary healthcare teams to address complex patient needs and coordinate appropriate care plans.
- Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
- Established strong relationships with referring physicians'' offices by maintaining open lines of communication for seamless coordination of care across providers.
- Organized administrative workflows within the office space to improve overall efficiency among team members while minimizing disruptions during busy periods.
- Ensured timely and accurate completion of all required documentation for regulatory compliance, contributing to the overall quality of patient care services provided by the clinic.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Verified patient's insurance eligibility and benefits coverage.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Respected patients by recognizing rights and maintaining confidentiality.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
- Answered over [Number] telephone calls per [Time Frame] to handle rescheduled, missed and reassigned visit requests.
- Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
- Inputted accurate patient insurance, billing and payment information in [Software].
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Trained new staff on hospital processes and procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Resolved customer complaints using established follow-up procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Education
No Degree - Medical Office Assistant
Fortis Formerly Medix
Towson, MDSkills
- Appointment Scheduling
- Patient Registration
- Strong Organization
- Patient confidentiality
- Insurance Verification
- Patient Education
- Patient check-in
- Customer Service
- HIPAA Compliance
- Multitasking and Organization
- Flexible Schedule
- Call Screening
- EMR
- Information Collection
- Phone and Email Etiquette
- Team Collaboration
- Medical Terminology
- Eligibility Determination
- Caring and Empathetic
- Calm and Effective Under Pressure
- Gathering Information from Patients
- Providing Information and Resources
- Communicating to Patients and Families
- Registration and Scheduling
- Administrative and Office Support
- Document filing
- Multitasking Abilities
- Patient Intake
- Reliability
- Schedule Coordination
- Professional Demeanor
- Active Listening
Timeline
Patient Services Coordinator
Johns Hopkins Hospital
01.2009 - Current
No Degree - Medical Office Assistant
Fortis Formerly Medix