Paula Parker
Lexington,SC
Summary
Detail-oriented and reliable professional with a proven track record of accuracy and exceptional Customer service. Expertise in phone triage, patient and provider flow management, and scheduling, including conflict resolution to ensure seamless operations. Demonstrated ability to manage multiple tasks simultaneously in fast-paced, high-pressure environments while maintaining composure and efficiency. Collaborative team player engaging effectively with individuals and groups at all organizational levels to achieve common goals.
Overview
12
12
years of professional experience
Work History
Provider Services Representative
United Health Shared Services
02.2024 - Current
- Handles 40 to 60 daily incoming calls from health care providers, including physician offices and clinics. Identified specific assistance needs of providers, such as benefit and eligibility inquiries, billing and payment issues, authorizations for treatment, and explanations of benefits.
- Analyzed and resolved customer inquiries on first call by leveraging intricate computer systems to ascertain issue status and deliver effective solutions.
- Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
- Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
- Answering calls promptly and courteously, providing professional assistance to customers with claims-related issues.
Administrative Clerk
Center For Autism Behavioral Health
03.2023 - 02.2024
- Collaborated with families of adolescents and adults diagnosed with autism to provide tailored support.
- Managed a high volume of patient calls to ensure timely communication and support.
- Coordinated template scheduling and updates to enhance provider efficiency.
- Directed callers to relevant staff members to ensure efficient communication.
- Managed patient check-ins to ensure a smooth and welcoming experience.
- Performs patient and visitor screenings to maintain a secure and welcoming environment.
- Orchestrated appointment scheduling for psychiatrists, psychologists, speech-language pathologists, social workers, occupational therapists, and pediatricians.
Receptionist/Scheduler, Referral Coordinator, Office Assistant, Group Practice & Site Administrator Office Coordinator
Stamford Medical Group
01.2014 - 01.2022
- Progressed through four promotions at Stamford Medical Group between 2014 and 2022, reflecting dedication to professional development and organizational success.
- PROMOTION Stamford Health Medical Group Practice & Site Administrator Office Coordinator (2020 to 12-2022)
- Assisted with administrative tasks and customer service functions to support operations for three primary care offices. Collaborated with seven internal medicine physicians to streamline processes. Provided essential support to enhance patient experience.
- Processed and submitted medical supply invoices to Concur. Maintained current vendor accounts.
- Facilitated training and education for front desk staff and coordinators on policies and procedures.
- Supported management in organizing and maintaining IMAD monthly on-call schedule to ensure operational efficiency.
- Facilitated ordering and management of office supplies to ensure operational efficiency.
- Facilitated training sessions for office coordinators to enhance operational efficiency.
- Assisted with data entry for billing related to nursing home visits. Supported home health care certifications and recertification's for three offices. Maintained accurate records to facilitate timely processing.
- Scheduled appointments using electronic health record (EHR) systems, optimizing patient flow.
- Oversaw the renewal process of provider credentials for homecare facilities, including liability and malpractice insurance certificates, Connecticut state physician licenses, and controlled substance registration certificates. Collaborated with physicians and clinical staff to optimize the management of office notes and injections.
- Ordering Physicians prescription pads when needed.
- Assisting manager with onsite building maintenance interruptions if occurred. Frequent communication with Colliers.
- PROMOTION Stamford Health Medical Group to Office Assistant July 14, 2017
- Demonstrates ongoing commitment to customer service excellence and supports the customer service plan. Practices and adheres to Stamford Health’s “Code of Conduct” philosophy, SHMG’s Standards for Service Excellence and organizational values of: Teamwork, Integrity, Compassion, Respect and Accountability.
- Data entry billing for nursing home visits, home health care certifications and recertification’s
- Manage the concierge practice including billing and payment posting
- Provides receptionist and administrative support services to the practice.
- Schedules Home Visits for Physicians.
- Processes vendor invoices.
- PROMOTION: Stamford Health Medical Group Referral Coordinator February 13, 2017 to July 14, 2017
- Expedite patient referrals to specialty offices, fax medical records, answer patient and specialty calls, complete referral requests and contact insurance companies to ensure all approvals are met.
- Schedule commercial physicals, Medicare physicals and mail out appropriate documentation to patient
- Assist in answering multi-phone lines, check in and check out in a high-volume office as needed
- Train and educate new employees on front desk procedures and protocols
- Reconciliation of daily and monthly deposits
- Stamford Health Medical Group Receptionist/Scheduler September 2014 to February 23, 2015
- Answer high volume phones
- Greet and check-in patients
- Collect co-pays and gather personal
- Schedule, reschedule and confirm patient appointments and verify insurance eligibility
- Coordinate physician schedules and maintain patient flow by communicating patient arrivals and delays
- Manage and order office supplies, receive deliveries and organize supplies in stockroom
- Assist with training and educating new employees on front desk policies and procedures
- Greeted and assisted patients upon arrival, ensuring a welcoming environment.
- Managed multi-line phone system, directing calls to appropriate departments efficiently.
Education
High School -
Brien McMahon
01.2007
Skills
- EMR Software experience: EPIC, ECW, Nextgen
- Outlook, Excel, Word Document
- Workday
- Microsoft Teams
- Administrative and office support
- Excellent organizational, written and verbal communication skills
- Able to handle several tasks simultaneously, calmly and efficiently
- Masterful at solving problems by identifying strengths, weakness and alternative solutions
- Strong skills in maintaining professional relationships with patients, physicians and staff
- HIPAA compliance
- Claims processing
- Goal-oriented mindset
- Call center experience
- Insurance verification
- Provider relations
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Calm and professional under pressure
- Multitasking Abilities
- Decision-making
- Relationship building
- Phone etiquette
- Medical terminology
- Verbal and written communication
Timeline
Provider Services Representative
United Health Shared Services
02.2024 - Current
Administrative Clerk
Center For Autism Behavioral Health
03.2023 - 02.2024
Receptionist/Scheduler, Referral Coordinator, Office Assistant, Group Practice & Site Administrator Office Coordinator
Stamford Medical Group
01.2014 - 01.2022
High School -
Brien McMahon