Patrina Bennett
Little Rock,AR
Summary
Adept at enhancing patient experiences and streamlining healthcare processes, I leveraged HIPAA compliance and exceptional organization skills at UAMS Medical Center to significantly improve patient access and satisfaction. My leadership in training and customer service excellence drove notable advancements in operational efficiency and team collaboration, embodying a results-driven approach with a focus on continuous improvement.
Overview
7
7
years of professional experience
Work History
Access Coordinator III
UAMS Medical Center
02.2023 - Current
- Maintained a comprehensive database of patient information to facilitate seamless communication between departments.
- Provided exceptional customer service to patients, families, and referring providers, fostering positive relationships.
- Participated in ongoing professional development opportunities focused on enhancing skills related to regulatory compliance, time management techniques, or EHR system functionality updates among others relevant topics for a Access Coordinator role.
- Improved patient access by streamlining registration processes and reducing wait times.
- Worked closely with insurance companies to verify coverage details and obtain necessary authorizations for services rendered.
- Contributed to an positive work environment by actively engaging with peers during team meetings, sharing best practices, and offering constructive feedback on opportunities for continued growth.
- Trained new staff members on relevant software systems, contributing to a well-prepared workforce.
- Coordinated medical records management, ensuring timely and accurate documentation for effective patient care.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- 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.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Trained new staff on hospital processes and procedures.
- Resolved patient billing issues in line with established guidelines.
- Educated patients on importance of preventive health care and insurance coverage.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- 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.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Call Center Representative
UAMS Medical Center
02.2022 - 02.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Coordinated care among multiple departments, facilitating seamless patient experiences across various specialties within the practice.
- Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.
- Provided prompt feedback to supervisors concerning potential issues or trends affecting overall call center operations or patient satisfaction levels.
- Navigated various healthcare databases to obtain necessary information for assisting patients with medical inquiries or appointment requests.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
Cashier Team Lead
UAMS Medical Center
09.2017 - 02.2022
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
Education
High School Diploma -
Holly Grove High School
Holly Grove Ar05.1996
Skills
- HIPAA Compliance
- Customer service expertise
- Exceptional organization
- Medical Terminology Familiarity
Scheduling Coordination
- Customer Service
- Problem-Solving
- Multitasking and Organization
- Team Collaboration
- Team Leadership
- Money Handling
- Patient Education
- Registration and Admissions
- Patient check-in
- Patient Registration
- Flexible Schedule
- Phone and Email Etiquette
- Payment Processing
- Eligibility Determination
- Training Coordination
- Registration management
- Call Screening
- Fee Collection
- Attention to Detail
- Punctual and Hardworking
- Calm and Effective Under Pressure
- Caring and Empathetic
- Reliability and Dedication
- Patient documentation
- Outbound Calling
- Document filing
- Benefits Explanation
- Clerical and Filing Support
- 50 WPM Typing Speed
- Administrative and Office Support
- Gathering Information from Patients
- Patient Intake
- Explaining Policy and Procedures
- Database Search and Data Entry Skills
- Schedule Coordination
- Claims Handling and Coverage Verification
- Case Management
- Payment Calculation
- Patient Needs Assessment and Referral
- Patient interviewing
- Multi-Line Telephone Systems
- Interpersonal Relations
Timeline
Access Coordinator III
UAMS Medical Center
02.2023 - Current
Call Center Representative
UAMS Medical Center
02.2022 - 02.2023
Cashier Team Lead
UAMS Medical Center
09.2017 - 02.2022
High School Diploma -
Holly Grove High School
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