Rachel Hughes
Austin
Summary
Patient Relations professional with 16 years of experience in healthcare settings, excelling in problem-solving, attention to detail, and customer service. Demonstrates exceptional teamwork and time management skills, having significantly improved patient satisfaction and operational efficiency. Dedicated to fostering positive patient experiences and eager to contribute to a collaborative healthcare environment.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
17
17
years of professional experience
Work History
Medical Front Office Coordinator
Austin Regional Clinic
10.2024 - 04.2025
- Maintained a well-organized front office environment, contributing to a positive patient experience.
- Assisted with training new front office staff members on essential job duties and procedures, ensuring a smooth onboarding process.
- Coordinated referrals and authorizations for specialist consultations or treatment plans as needed.
- Enhanced patient satisfaction through prompt responses to inquiries, accurate appointment scheduling, and clear communication of policies.
- Collaborated with medical staff to coordinate patient flow and ensure timely access to care.
- Handled high call volumes with professionalism and efficiency, addressing patient concerns and directing calls as appropriate.
- Served as a liaison between patients, providers, and insurance companies to resolve billing issues or discrepancies.
Insurance follow up/Client Analyst
Austin Radiological Association
10.2019 - 10.2024
- Followed up with client for payments
- Eager to learn and adapt quickly, consistently meet deadlines, and work diligently to achieve team goals
- Streamlined insurance verification process, reducing appointment delays and improving patient satisfaction
- Managed client accounts, ensuring timely invoice processing and consistent payment follow-ups
- Analyzed referral denials, identifying patterns and implementing corrective measures to minimize rejections
- Enhanced appointment request handling, resulting in a 20% increase in scheduling efficiency
- Worked closely with insurance providers to resolve issues, fostering strong relationships and smooth operations
Benefits and Eligibility Specialist
Austin Gastroenterology
01.2012 - 10.2019
- Managed benefits and eligibility for 5,000+ patients, ensuring compliance and accuracy
- Resolved complex eligibility issues, improving patient satisfaction and reducing processing time
- Coordinated with patient to schedule appointments, as well as procedures
- Implemented new eligibility verification processes, achieving measurable improvements in accuracy
- Streamlined patient eligibility verification, reducing processing errors by 20% and enhancing overall service quality
- Analyzed benefits data to identify discrepancies, implementing corrective actions that improved data accuracy by 30%
- Achieved a notable reduction in eligibility issues, boosting patient satisfaction scores by 10% through proactive problem-solving
Patient Registration
Advanced Pain Care
10.2008 - 12.2011
- Registered patients, managed records, ensured accurate data entry, improved patient flow by 15%
- Streamlined patient registration process, reducing wait times by 20%, ensuring compliance with medical regulations
- Coordinated with medical staff to enhance patient data accuracy and flow, contributing to a more efficient clinic environment
- Implemented new data entry protocols, leading to a 15% improvement in patient flow and overall clinic efficiency
- Ensured meticulous patient record management, maintaining high standards of accuracy and confidentiality
- Proactively engaged with patients during registration, fostering a welcoming atmosphere and improving patient satisfaction
Education
Associate of Science - Business
Lamar University
Beaumont, TXSkills
- Problem-solving
- Attention to detail
- Teamwork
- Time management
- Customer service
- HIPAA compliance
- Office administration
- Patient scheduling
- Patient registration
- Appointment management
Timeline
Medical Front Office Coordinator
Austin Regional Clinic
10.2024 - 04.2025
Insurance follow up/Client Analyst
Austin Radiological Association
10.2019 - 10.2024
Benefits and Eligibility Specialist
Austin Gastroenterology
01.2012 - 10.2019
Patient Registration
Advanced Pain Care
10.2008 - 12.2011
Associate of Science - Business
Lamar University
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