Paula Lowery
Lucerne Valley,CA
Summary
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in 5 software programs. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology, anatomy a and scheduling. Ready to bring 7 years of relevant work experience to team.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Beverly Radiology Group-Radnet
12276 Hesperia Rd Suite 5, Victorville
04.2021 - 06.2023
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Served as reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Entered patient demographic and insurance data into electronic medical record system.
- Provided excellent customer service to patients and medical staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Managed patient registration process, confirming data accuracy and completeness.
- Verified patient insurance eligibility and entered patient information into system.
- Resolved customer complaints using established follow-up procedures.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Facilitated communication between patients and various departments and staff.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Assisted patients in filling out check-in and payment paperwork.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Handled customer service inquiries in person, via telephone and through email.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Used system to schedule appointments.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Delivered support to medical staff in completion of patient paperwork.
- Provided professional services and support in a dynamic work environment.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Maintained well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Took copayments and compiled daily financial records.
- Responded to inquiries by directing calls to appropriate personnel.
Senior Insurance Agent
Austin, Reilley and Doud Insurance
Oxnard, CA
05.2000 - 08.2018
- Met with customers to provide information about available products and policies.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Monitored customer feedback and identified areas of improvement.
- Finalized sales and collected necessary deposits.
- Managed diverse portfolio of clients, consistently meeting or exceeding sales targets.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Provided exceptional customer service, resolving complex issues and maintaining high levels of client satisfaction.
Education
Credential - Medical Coding
San Joaquin Valley College
Visalia, CA03.2020
High school diploma - Basic Education
Santa Paula High School
4th Street, Santa Paula,CA 9306006.1979
Skills
- CSR mastery program (3 years)
- Agency account management qq (5 years)
- System updates
- Multi-Line Telephone Systems
- 40 WPM Typing Speed
- Explaining Policy and Procedures
- Scheduling appointments
- Patient documentation
- Patient greeting
- Insurance Authorizations
- Payment Collection
- Eligibility Determination
- Medical terminology knowledge
- HIPAA Compliance
- Medical Terminology
- Medical insurance
- Pathophysiology knowledge
- Patient Registration
Certification
- Property and Casualty License, 07/01/96, 07/01/18
- Life Insurance license, 07/01/97, 07/01/16
- CSR mastery program, 05/01/13, Present
- Insurance 101, 04/01/94
Additional Information
Just moved into new home 2016, enjoy gardening, dirt bikes, and harleys. I have a 10 and 2 yr old granddaughter which are the lights of my life. I have been working with people over 25 years with insurance needs and healthcare assistance.
Groups
Hula halau opuananiha aheo, 10/01/99, 01/01/12, Hula dance and competition. Danced with the makua wahine learning the culture and aloha of the Hawaiian people and islands.
hula dance and competition for 15 years, enjoyed learning the Hawaiian culture and the aloha spirit
I had the opportunity to join an authentic halau learning about the art of making flowers or tea leave leis and many customs and stories of the islands!!!
Timeline
Patient Service Representative
Beverly Radiology Group-Radnet
04.2021 - 06.2023
Senior Insurance Agent
Austin, Reilley and Doud Insurance
05.2000 - 08.2018
Credential - Medical Coding
San Joaquin Valley College
High school diploma - Basic Education
Santa Paula High School