Patrice Miller
Summary
Dynamic Patient Access Specialist with a proven track record at Northwestern Medicine, excelling in patient registration and insurance verification. Adept at data entry and co-payment collection, while fostering empathetic client relationships. Recognized for enhancing operational efficiency and ensuring compliance with HIPAA standards, delivering exceptional service in fast-paced environments.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
13
13
years of professional experience
Work History
Patient Access Specialist
Northwestern Medicine
07.2023 - 02.2025
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Customer Service Representative
Kaiser Permanente
01.2021 - 06.2023
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained staff on operating procedures and company services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
Teleperformance USA
01.2017 - 12.2021
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented and developed customer service training processes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Customer Service
Dial America
02.2012 - 12.2016
- Earned [Title] recognition for providing excellent customer service.
- Used excellent customer service skills in addressing passengers' needs.
- Personalized customer service guidelines and performance measures specific to branch.
- Utilized customer feedback to improve customer service.
- Immediately brought critical issues to customer service manager for resolution.
- Documented customer service policies, scripts and procedures in [Language].
- Upheld high standards for customer service and led by example.
- Provided outstanding customer service on phone and in person.
- Provided customer service on accounts and resolved problems.
Education
Graduate Certificate - Health Education
DeVry University
Naperville, IL06-2023
Skills
- Data entry proficiency
- Co-payment collection
- Documentation accuracy
- Patient registration
- HIPAA compliance
- Account updating
- Payment processing
- Researching
- Call center experience
- Inbound and outbound calling
- Product education
- Data entry
- Adaptability and flexibility
- Professional telephone demeanor
- Time management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Collaborated with team of [Number] in the development of [Project name].
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Patient Access Specialist
Northwestern Medicine
07.2023 - 02.2025
Customer Service Representative
Kaiser Permanente
01.2021 - 06.2023
Customer Service Representative
Teleperformance USA
01.2017 - 12.2021
Customer Service
Dial America
02.2012 - 12.2016
Graduate Certificate - Health Education
DeVry University
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