Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Rebecca Miller

Rebecca Miller

Rougemont,NC

Summary

Adept at enhancing patient satisfaction and streamlining operations, I leveraged strong organizational skills and a patient-centered approach at Durham Family to improve clinic efficiency. My expertise in EMR systems and exceptional problem-solving abilities contributed to a significant increase in patient retention rates, underscoring my commitment to delivering high-quality healthcare services.

Overview

19
19
years of professional experience

Work History

Patient Services Coordinator

Radiology
11.2021 - Current
  • Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
  • Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
  • Collected patient co-pay and issued receipt to confirm payment.
  • Scheduled appointments to enter appointment date and time into computerized scheduler.
  • Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
  • Used Software to maintain electronic patient files, successfully maintaining over Number patient files.
  • Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
  • Respected patients by recognizing rights and maintaining confidentiality.
  • Established strong relationships with referring physicians'' offices by maintaining open lines of communication for seamless coordination of care across providers.
  • Reduced wait times for patients through effective coordination of appointment schedules with providers.
  • Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
  • Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
  • Communicated with primary care offices and insurance companies to obtain authorization.
  • Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
  • Collected time of service payments and issued receipts.
  • Facilitated the onboarding process for new clinical staff members by providing comprehensive training and support in navigating administrative tasks within the clinic environment.
  • Organized administrative workflows within the office space to improve overall efficiency among team members while minimizing disruptions during busy periods.
  • Supported billing department efforts by accurately collecting co-payments, verifying insurance coverage, and addressing financial concerns for patients.
  • Contacted insurance company to verify patient coverage before visit.
  • Inputted accurate patient insurance, billing and payment information in Software.
  • Optimized the use of resources within the clinic through careful inventory management and supply ordering processes.
  • Ensured timely and accurate completion of all required documentation for regulatory compliance, contributing to the overall quality of patient care services provided by the clinic.
  • Increased patient understanding of treatment plans by providing clear explanations of medical procedures and instructions.
  • Collaborated with interdisciplinary healthcare teams to address complex patient needs and coordinate appropriate care plans.
  • Assisted in increasing patient retention rates by conducting follow-up calls for appointment reminders and satisfaction surveys.
  • Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
  • Assisted in improving overall clinic efficiency by managing patient flow during peak hours and high-volume situations.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Provided excellent customer service to patients and medical staff.
  • Engaged with patients to provide critical information.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Greeted and assisted patients with check-in procedures.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Facilitated communication between patients and various departments and staff.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Delivered support to medical staff in completion of patient paperwork.
  • Resolved customer complaints using established follow-up procedures.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Verified patient insurance eligibility and entered patient information into system.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.

Practice Manager

Durham Family
06.2005 - 09.2021
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
  • Ordered all office supplies and kept check on inventory levels.
  • Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
  • Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
  • Developed close working relationships with front office and back office staff.
  • Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
  • Addressed and remedied all patient or team member issues.
  • Oversaw accounting, budgeting, and financial reporting.
  • Supervised team of Number office personnel.
  • Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
  • Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
  • Provided supervision and management to team of support personnel.
  • Boosted staff morale by offering constructive feedback and specific direction.
  • Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
  • Improved practice revenue through effective financial management and strategic cost reductions.
  • Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
  • Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
  • Created and implemented organizational policies and procedures.
  • Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
  • Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
  • Developed and implemented strategies to improve patient access, satisfaction and care quality.
  • Implemented new electronic health record system, leading to increased efficiency in patient data management.
  • Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
  • Coordinated with insurance providers to streamline the billing process and minimize any delays in reimbursement.
  • Consulted with healthcare professionals on business decisions.
  • Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
  • Identified opportunities for additional services or expansion within the practice based on market research analysis.
  • Negotiated contracts with vendors, securing favorable terms for the practice while maintaining quality service levels.
  • Spearheaded initiatives aimed at improving community relations, including hosting events such as health fairs or seminars on relevant topics in healthcare management.
  • Developed comprehensive maintenance schedule for medical equipment, ensuring reliability and safety.
  • Developed and enforced office policies to ensure compliance with healthcare regulations, improving practice efficiency.
  • Streamlined communication between different departments, leading to more cohesive patient care.
  • Enhanced patient satisfaction by implementing streamlined appointment scheduling system.
  • Implemented new electronic health record system to improve record accuracy and accessibility.
  • Managed all aspects of billing and coding, reducing errors and improving reimbursement rates.
  • Optimized budget allocation, reducing unnecessary expenses without compromising on patient care quality.
  • Conducted regular staff training sessions to ensure high levels of patient service and care.
  • Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing initiatives.
  • Improved patient flow through office by redesigning check-in and check-out processes.
  • Facilitated community outreach programs to promote health awareness and preventive care strategies.
  • Improved operational workflows, which allowed for increase in number of daily patient appointments.
  • Negotiated with suppliers to secure cost-effective purchasing agreements for medical supplies.
  • Implemented disaster recovery plan, ensuring continuity of care during unforeseen events.
  • Led team of administrative staff, fostering collaborative work environment to enhance productivity.
  • Enhanced team morale and reduced turnover rates by introducing employee recognition programs.
  • Monitored and analyzed patient feedback to identify areas for improvement in service delivery.
  • Conducted thorough market analysis to identify trends and opportunities for practice growth.
  • Enhanced patient privacy and confidentiality through rigorous staff training and policy development.
  • Coordinated with healthcare providers to ensure that patient care plans were effectively implemented.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.
  • Communicated with patients, ensuring that medical information was kept private.
  • Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
  • Spearheaded and implemented new projects to expand scope of engagement.
  • Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
  • Successfully negotiated client contract renewals to create increased revenue.
  • Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
  • Ordered all pharmacy supplies and kept check on inventory levels.
  • Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
  • Created customized care plans, working with hospital staff and families to assess and meet individual needs.
  • Removed trash and straightened counters to keep pharmacy area clean and neat.
  • Collaborated with store manager to maintain daily operations.
  • Discussed medical histories with patients in effort to provide most effective medical advice.
  • Developed policies and procedures for effective pharmacy management.
  • Trained pharmacy interns and newly hired pharmacy technicians.

Education

Associate Of General Studies -

Northern High School
Durham, NC
06.1998

Skills

  • Strong Organization
  • Patient Registration
  • Appointment Scheduling
  • Healthcare Systems Knowledge
  • Insurance Verification
  • Patient confidentiality
  • Customer Service
  • Medical Billing
  • Regulatory Compliance
  • Language Fluency
  • Patient Education
  • HIPAA Compliance
  • Problem-Solving
  • Eligibility Determination
  • Multitasking and Organization
  • Team Collaboration
  • Team Leadership
  • Money Handling
  • Patient check-in
  • Registration and Admissions
  • Relationship Building
  • Phone and Email Etiquette
  • Flexible Schedule
  • Medical Terminology
  • Insurance Billing
  • Payment Processing
  • Quality Assurance
  • Training Coordination
  • Information Collection
  • Process Improvement
  • EMR
  • Pre-Admission Requests
  • Paging Systems
  • Work Quality Evaluation
  • Scheduling Diagnostic Procedures
  • System Updating
  • Registration management
  • Financial Procedures Adherence
  • Call Screening
  • Statistical Data Management
  • Fee Collection
  • EMR Updating
  • Referral Coordination
  • Formularies
  • Post-Discharge Care Coordination
  • Medical insurance
  • Registration and Scheduling
  • Documenting and Recording Information
  • Multi-Line Telephone Systems
  • Patient Confidentiality and Data Security
  • Calm and Effective Under Pressure
  • Attention to Detail
  • Gathering Information from Patients
  • Clerical and Filing Support
  • 50 WPM Typing Speed
  • Document filing
  • Explaining Policy and Procedures
  • Resolving Problems
  • Invoice Verification
  • Communicating to Patients and Families
  • Administrative and Office Support
  • Building Rapport and Credibility
  • Technical Troubleshooting
  • Professional Bedside Manner
  • Insurance verifying
  • Benefits Explanation
  • Records Management
  • Payment Collection
  • Insurance Authorizations
  • Providing Information and Resources
  • Risk Management Assessment
  • Delinquent Account Monitoring
  • Schedule Coordination
  • Payment Calculation
  • Insurance Forms Processing
  • Caring and Empathetic
  • Risk Management
  • Business Management Principles
  • Patient interviewing
  • Safety Monitoring
  • Evaluating Quality of Care
  • Knowledge of Community Services and Programs
  • Medical Services Administration
  • Conflict Resolution
  • Bookkeeping Support
  • Patient Needs Assessment and Referral
  • Claims Handling and Coverage Verification
  • Interdisciplinary Collaboration
  • Resource Allocation
  • Collections Management
  • Complaint Investigation
  • Report Preparation
  • Satori Alternative to Managing Aggression (SAMA)
  • Sliding Scale Determination
  • Heartsaver First Aid (First Aid)
  • Medical Transcription
  • Heartsaver CPR AED (CPR AED)
  • Care Plan Recommendations
  • Interpreting physician orders

Accomplishments

Got our primary care clinic licensed as a PCMH clinic.

Timeline

Patient Services Coordinator

Radiology
11.2021 - Current

Practice Manager

Durham Family
06.2005 - 09.2021

Associate Of General Studies -

Northern High School
Rebecca Miller