Summary
Overview
Work History
Education
Skills
Activities
Timeline
Generic

Olivia Vaughn

North Augusta,SC

Summary

Compassionate Patient Access Representative well-versed in 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. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Overview

7
7
years of professional experience

Work History

Patient Access Team Lead

Piedmont Healthare
Augusta, GA
09.2021 - Current
  • Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
  • Stayed current on community-based resources and services useful to patients.
  • Maintained up-to-date knowledge of relevant healthcare industry news, developments, best practices and regulatory changes.
  • Managed patient registration activities including verifying insurance eligibility, collecting co-pays and deductibles and scheduling appointments.
  • Reviewed eligibility responses to assess patient benefit level and prepare estimates.
  • Documented patient counters in hospital system and initiated follow-up actions.
  • Received patient inquiries or complaints and directed to appropriate medical staff members.
  • Trained and supervised new staff members in accordance with established guidelines.
  • Collaborated with other departments on projects as needed to ensure desired outcomes were met.
  • Explained policies, procedures and services to patients.
  • Obtained informed consent and payment documentation from patients and filed in system.
  • Reported liabilities and risk management concerns to supervisor for review.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Checked stock to determine inventory level and placed orders for needed supplies.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Assisted in developing strategies to increase patient satisfaction scores.
  • Accessed programs and set up correct payment strategies based on patient means and needs.
  • Instructed patients on policies and required actions for different types of appointments and procedures.
  • Communicated financial obligations to patients and collected fees at time of service.
  • Counseled patients on potential financial liabilities and payment requirements.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
  • Taught volunteers how to relate to guests, uphold patients' rights and respond to specific issues.
  • Monitored billing processes to ensure accuracy of information entered into system databases.
  • Assembled registration paperwork and placed identification bands on patient.
  • Analyzed data trends to identify areas of opportunity or concern related to patient access services.
  • Facilitated communication between patients, physicians and other stakeholders regarding patient access needs.
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Provided leadership and guidance to Patient Access staff.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Coordinated, monitored and evaluated the daily operations of the department.
  • Resolved customer complaints in a timely manner while maintaining high levels of customer service satisfaction.
  • Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
  • Responsible for ensuring that appropriate resources are available at all times.
  • Organized workflow management systems to optimize efficiency within the department.
  • Identified opportunities for process improvement within the department.
  • Verified demographics and insurance information to register patients in computer system.
  • Ensured compliance with all applicable laws, regulations, accreditation standards and organizational policies.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Understood and followed oral and written directions.
  • Recognized by management for providing exceptional customer service.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Maintained updated knowledge through continuing education and advanced training.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked with cross-functional teams to achieve goals.
  • Completed day-to-day duties accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Collaborated with others to discuss new opportunities.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Identified needs of customers promptly and efficiently.
  • Delivered products to customer locations on time.
  • Maintained schedule of class assignments to meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Communicated schedule changes effectively throughout the organization when necessary.
  • Maintained front desk to provide positive first impression.
  • Maintained positive working relationship with fellow staff and management.
  • Assisted with the preparation of daily bank deposits.
  • Reported daily averages and shortages to operations department.
  • Received and counted daily inventories of cash, drafts and checks.
  • Created and optimized employee schedules for shift coverage

Front Office Assistant, Billing Specialist, Referral Coordinator, Orthodontic Assistant, Lab Assistant

TROTTER ORTHODONTICS
Augusta, GA
05.2019 - 05.2020
  • Assisted with special projects as assigned by supervisor.
  • Updated office calendars with new appointments and accommodated last-minute schedule changes.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Broke down boxes for garbage and recycling.
  • Greeted customers and provided assistance with inquiries.
  • Retrieved messages from voicemail to forward to appropriate personnel.
  • Collected copays and account balance payments and updated account records.
  • Monitored office services mailbox for business support needs and requests.
  • Received and screened high volume of internal and external communications.
  • Received and distributed mail, letters and packages.
  • Processed payments from customers using cash, credit cards or checks.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained front office cleanliness and organized supplies to increase productivity.
  • Participated in credit and collections activities.
  • Answered incoming calls, responded to voicemails and transferred calls as needed.
  • Scheduled appointments for clients and staff members.
  • Maintained office security by following safety procedures and controlling access via reception desk.
  • Managed inventory levels for office supplies, ensuring adequate stock was available at all times.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified needs of customers promptly and efficiently.
  • Preparing paperwork to be sent to referring practices and current dental providers
  • Assisting the doctor chair side by handing off correct instruments and charting correct patient information
  • Taking 3-D scans and x-rays when instructed
  • Preparing 3-D scans to be printed to make retainers and appropriate appliances needed for the patients treatment.
  • Maintained a clean front office environment including lobby area.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Inputted orders into database system accurately and timely.
  • Monitored customer accounts for overdue payments or discrepancies.

Medical Assistant, Biologics Coordinator, MOHS Lab Manager, Surgical Scheduler

HARMONIE MEDICAL
Evans, GA
03.2018 - 05.2019
  • Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
  • Processed orders for medical supplies and lab equipment.
  • Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Verified appointment times with patients, preparing charts, pre-admission and consent forms.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
  • Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.
  • Documented notes during patient visits.
  • Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
  • Assisted back office patient processes to reduce office wait times.
  • Positioned patients properly during examination or treatment for comfort and safety.
  • Inspected equipment to ensure proper working order prior to use on patients.
  • Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
  • Organized charts, documents and supplies to maintain team productivity.
  • Registered new patients into practice management software program accurately entering demographic information.
  • Kept facility stocked with necessary supplies, equipment and instruments.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
  • Handled general office duties to support administrative staff during peak hours.
  • Contacted pharmacies to submit and refill patients' prescriptions.
  • Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Prepared treatment rooms for patient examinations.
  • Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
  • Explained treatment procedures and physicians' instructions.
  • Completed day-to-day duties accurately and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Collaborated with others to discuss new opportunities.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Understood and followed oral and written directions.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Planned and completed group projects, working smoothly with others.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.

LEAD TEACHER, DEPARTMENT HEAD

MIDLAND VALLEY CHRISTIAN ACADEMY
Warrenville, SC
02.2017 - 03.2018
  • Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
  • Worked with teachers to design interactive lessons and increase student success.
  • Developed and implemented strategies to improve student learning outcomes.
  • Engaged students and boosted understanding of material using focused instructional strategies and hands-on activities.
  • Implemented appropriate disciplinary actions when necessary while ensuring compliance with school policies and procedures.
  • Mentored other educators by delivering insight, positive feedback and constructive criticism.
  • Utilized behavior management skills to foster environment conducive to student learning.
  • Managed student behavior in classroom by establishing and enforcing rules and procedures.
  • Created lesson plans and chose supporting materials to promote positive learning experiences.
  • Arranged classrooms to facilitate optimal education for student groups.
  • Maintained secure and disciplined classroom to provide positive learning environment.

Education

High school diploma -

NORTH AUGUSTA HIGH SCHOOL
06.2015

Skills

  • Insurance Company Knowledgeable
  • Insurance Verification
  • Multitasking and Organization
  • Problem-Solving
  • Training Coordination
  • Customer Service
  • Appointment Scheduling
  • Medical Terminology
  • Money Handling
  • Team Leadership
  • EMR
  • Phone and Email Etiquette
  • Team Collaboration
  • Relationship Building
  • Flexible Schedule
  • Registration and Admissions

Activities

CLINICAL ROTATIONS AT DOCTOR'S HOSPITAL

CLINICAL ROTATIONS AT AIKEN REGIONAL

HOSA PARLIAMENTARIAN

HOSA WEEK COORDINATOR

HOSA STATE LEVEL COMPETITOR 

AMBASSADOR AT THE AIKEN COUNTY CAREER CENTER

STUDENT ATHLETIC TRAINER

CSRA DISASTER DRILLS

STEM NIGHT AT JEFFERSON ELEMENTARY

RELAY FOR LIFE ORGANIZER

UPWARD CHEERLEADING COACH

Timeline

Patient Access Team Lead

Piedmont Healthare
09.2021 - Current

Front Office Assistant, Billing Specialist, Referral Coordinator, Orthodontic Assistant, Lab Assistant

TROTTER ORTHODONTICS
05.2019 - 05.2020

Medical Assistant, Biologics Coordinator, MOHS Lab Manager, Surgical Scheduler

HARMONIE MEDICAL
03.2018 - 05.2019

LEAD TEACHER, DEPARTMENT HEAD

MIDLAND VALLEY CHRISTIAN ACADEMY
02.2017 - 03.2018

High school diploma -

NORTH AUGUSTA HIGH SCHOOL

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Olivia Vaughn