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, NC06.1998
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
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