Rebecca Limon
Waukesha
Summary
Results-oriented healthcare representative skilled in delivering exceptional patient experiences. Expertise in scheduling, insurance verification, and conflict resolution drives operational efficiency and fosters strong patient relationships, ensuring a seamless healthcare journey.
Overview
9
9
years of professional experience
Work History
PSR
Aurora health center
Waukesha
05.2026 - Current
- Supporting providers, connecting with patients, and helping ensure a seamless, compassionate experience every day.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Completed day-to-day duties accurately and efficiently.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Patient Engagement service representative
Froedtert Hospital
Milwaukee
01.2024 - 01.2026
- Consistently demonstrates behaviors aligned to the Froedtert & Medical College of Wisconsin Values and customer service standards.
- Provides outstanding internal and external customer service both in person and on the phone.
- Assisted patients, visitors, and staff by following policies, procedures, and standards of behavior to deliver exceptional customer experiences.
- Handled calls to assess needs and deliver tailored customer service, ensuring patient satisfaction.
- Responds to inquiries and/or routes calls, messages and requests to appropriate individuals or areas.
- Encouraged patients to register for MyChart and Froedtert & MCW App, facilitating electronic healthcare management and guiding them through activation.
- Schedules, cancels, and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
- Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients.
- Runs electronic eligibility to verify coverage information and ensures that the insurance is accepted by our physician groups.
- Completes MSP questionnaires with Medicare patients.
- Checks e-mails and Epic In Basket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.
- Manages web appointment requests for assigned team.
- Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.
- Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.
- Anticipated customer needs and resolved issues to enhance overall patient experience.
- Completed various administrative tasks to support team operations.
- Froedtert & Medical College of Wisconsin
- Assisted patients with scheduling appointments and managing inquiries.
Customer service Representative
United Healthcare Optum
11.2022 - 01.2024
- Answer inbound phone calls while displaying a willingness to assist, displaying compassion and empathy.
- Works in a call center environment under supervision; this position handles inbound calls from patients, providers, and clinic staff.
- Initiated outbound calls to patients and providers to collect essential information for improved service delivery.
- Schedule, coordinate, and assist patients with transportation.
- Relay necessary messages to staff through direct call or by appropriate communication process.
- Confirmed pick-ups and returns, addressed changes or inquiries in the appropriate database within required timeframes to ensure accurate scheduling.
- Administers schedule additions, changes, or inquiries in the appropriate database within required timeframes.
- Documented, tracked, and resolved all incoming calls and actions in core systems to maintain comprehensive records and support operational efficiency.
- Works effectively in a structured, production environment.
- Adheres to daily schedules and assignments.
- Maintains strict patient and company confidentiality.
- Executed various additional tasks to support team operations and workflow.
- Meet the performance goals established for the position in the areas of efficiency, call quality and attendance.
ER Registration Representative
Ascension Wisconsin hospital (Emerus)
Milwaukee
05.2022 - 11.2022
- Maintain compliance with EMTALA, DNV, HIPAA and all other hospital and government regulations applicable to the admissions settings and in handling of Medical Records.
- Obtain, verify, and enter complete and accurate demographic information on all accounts to facilitate smooth processing through the revenue cycle.
- Verify insurance benefits for all plans associated with patient, confirming the correct payor and plan is entered into the patient accounting system.
- Obtained insurance authorizations for individual insurance plans.
- Registered patients using electronic health record systems for accurate documentation.
- Provided excellent customer service by effectively addressing needs of patients and building strong relationships with diverse stakeholders.
- Assisted patients in completing registration forms and addressing inquiries.
- Answer telephone in a professional and courteous manner, record messages and communicate with appropriate medical staff.
- Answered incoming calls, responded to inquiries and provided appropriate referrals.
- Maintain log of all patients, payments received, transfers and hospital admissions.
- Enhanced efficiency and accuracy of collection process by pursuing collections at time of service while maintaining a customer service focus.
- Scan all registration and clinical documentation into the system and maintain all medical records.
- Coordinated the transfer of patients to other hospitals.
- Managed medical record requests from patients, physicians, and hospitals to ensure timely access to information.
- Managed cash drawer operations to ensure balanced transactions according to policies.
- Maintain a clean working environment for the facility. This includes the front desk, restroom, waiting room, break area and patient rooms when assistance is needed by medical staff.
- Received deliveries including mail from various carriers and forwarded to appropriate departments.
- Notify appropriate contact of any malfunctioning equipment or maintenance needs.
- Participated in staff meetings to discuss operational updates.
- Assisted medical staff.
- Handled sensitive information with confidentiality and professionalism at all times.
- Maintained patient confidentiality in accordance with HIPAA regulations.
- Verified patient information in computer system, including insurance coverage and demographics.
- Updated patient information on a regular basis according to established policies and procedures.
- Provided assistance with scheduling appointments or arranging transportation services.
- Reviewed all documentation for accuracy prior to entering into the system.
- Provided customer service support by responding to patient complaints and issues promptly.
- Processed credit card payments accurately per company policy.
- Processed credit card payments accurately per company policy.
ER registration Lead
Froedtert Hospital
05.2021 - 05.2022
- Register patients in a prompt, efficient, and courteous manner.
- Identifies patient appropriately at registration by reviewing government issued documents e.g., driver's license, passport, etc.
- Performs full registration activities at the patient's bedside utilizing Workstations on Wheels (WOW) technologies - computer, scanners, signature pads, etc.
- Prepare patient ID bands and place band on patient wrist during registration process.
- Reviews and completes all patient demographic information and required data.
- Obtains signatures on all necessary insurance forms, Consents, Medicare Rights, and Health Care Proxy etc. where required.
- The Patient Access Rep communicates with patients and staff using multiple advanced communication tools, including phone calls, emails, faxes, or mail.
- Answers and resolves patient inquiries, in a professional, empathetic, and patient-centered way, through the use of effective listening, written and verbal communication skills.
- Utilizes established department guidelines to ensure patients' issues are addressed in a timely manner and when necessary, transfers the call to the appropriate person in the department for additional consultation.
- Sustains proficiency in Department downtime procedures and patient tracking system.
- Collects copays or deductibles as required.
- Provides accurate and detailed information and updates patients' records, using the various management information systems used at Epic and other Payer Sites and others.
- Demonstrates highly developed interpersonal skills to relate to patients of all ages, staff members, physicians, and visitors, negotiate effective working relationships, and develop positive resolutions to conflict.
- Provided strong customer service to enhance patient satisfaction, fostering a positive experience during registration.
- Managed multiple patient registrations while demonstrating strong organizational skills, ensuring timely and accurate processing.
- Maintained discretion to safeguard patient confidentiality during interactions.
- Identified opportunities to improve work processes and protocols, contributing to a more efficient patient registration environment.
- Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient.
- Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor.
- Participates in staff meetings and is expected to identify process issues that are obstacles to providing a positive patient experience.
- Froedtert & Medical College of Wisconsin
ER Registration
Vista Medical Hospital
04.2020 - 04.2021
- Administered to register emergency room patients efficiently and accurately by obtaining appropriate signatures.
- Completed all required forms and provided patient information according to state and federal regulations.
- Verified insurance information per department procedures, ensuring timely preauthorization precertifications.
- Coordinated registration and diagnosis information with physician offices and service areas, reducing patient wait times.
- Visited patients in their rooms to gather and confirm account and registration details.
- Requested and collected cash payments from patients, maintaining compliance with established policies.
- Answered all queries related to payment plans, financial assistance programs and compassionate care program.
Patient Service Representative, Float
Aurora Medical Center
Kenosha
06.2017 - 11.2018
- Served as first point of contact for patients, handling outpatient department reception duties including answering/directing calls, capturing memos, and maintaining client files in EPIC operating system.
- Greeted and registered patients by completing all necessary forms, obtaining demographic and insurance information, and collecting co-payment.
- Scheduled patient appointments and coordinated cancellations, reschedules, and additions to schedules as well as provided accurate, detailed information regarding test preparations, time for patient to arrive, and any other directional information needed by patient.
- Verified and updated insurance information such as coverage, collected co-pays, deductibles, and previous balances.
- Identified, reported, and resolved problems regarding registration to appropriate individuals and departments.
- Managed patient flow to ensure timely and courteous care by assisting with transportation arrangements, providing directions, and locating wheelchairs as needed.
- Executed patient check-out procedures, including finalizing visits, scheduling follow-up appointments, and supplying patients with visit summaries.
- Retrieved and delivered patient information and records while completing required forms and documentation.
Education
High School Diploma -
Bradford High School
Kenosha, WISkills
- Patient scheduling
- Patient registration
- Rescheduling appointments
- Coordinates cancellations
- Schedule management
- Electronic health records
- EPIC experience
- EPIC charting
- Maintain medical records
- Medical record management
- Insurance verification
- Record accuracy
- Data entry
- Call handling
- Health information systems
- Document management
- Patient issue resolution
- Problem solving
- Multitasking
- Time management
- Adaptability
- Effective communication
- Verbal communication
- EPIC charting
- Organization
- Patient relationship management
- Patient advocacy
Timeline
PSR
Aurora health center
05.2026 - Current
Patient Engagement service representative
Froedtert Hospital
01.2024 - 01.2026
Customer service Representative
United Healthcare Optum
11.2022 - 01.2024
ER Registration Representative
Ascension Wisconsin hospital (Emerus)
05.2022 - 11.2022
ER registration Lead
Froedtert Hospital
05.2021 - 05.2022
ER Registration
Vista Medical Hospital
04.2020 - 04.2021
Patient Service Representative, Float
Aurora Medical Center
06.2017 - 11.2018
High School Diploma -
Bradford High School