Renata Armstrong
Fayetteville,NC
Summary
Dynamic Patient Experience Specialist with a proven track record at Quest Health Solutions, adept in clinical monitoring and HIPAA compliance. Recognized for enhancing patient satisfaction through effective communication and meticulous record-keeping. Skilled in electronic health records and committed to delivering exceptional service while fostering strong patient relationships. Experienced Patient Access Representative with 10+ years of experience providing exceptional patient care and customer service. Adept at verifying patient insurance and collecting copays, as well as scheduling appointments and managing patient records.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Patient Experience Specialist
Quest Health Solutions
09.2024 - Current
- Kept healthcare team informed with regular updates to patient charts covering vitals, treatments, and responses.
- Maintained accurate patient records by documenting all treatments, procedures, and observations in electronic health record systems.
- Maintained compliance with HIPAA regulations to safeguard patient privacy.
- Answered incoming phone calls and provided assistance to callers with questions or concerns.
- Scanned medical records and processed Release of Information forms.
- Followed up on unresolved cases to keep customers informed of progress towards solution.
Patient Care coordinator/Call Center Representative
Z Urology
11.2022 - 09.2024
- Attempted to maintain continuity of care when scheduling patient appointments.
- Coordinated communication between patients, family members and medical staff.
- Supported patient service needs by coordinating efficient referrals for additional resources.
- Verified insurance coverage for each patient prior to scheduling appointments.
- Assisted with obtaining authorizations from insurance companies for specific procedures or tests.
CSR - Customer Service Representative/Healthcare Concierge
Florida Blue
10.2022 - 08.2023
- Attempted to maintain continuity of care when scheduling patient appointments.
- Coordinated communication between patients, family members and medical staff.
- Supported patient service needs by coordinating efficient referrals for additional resources.
Payment Poster/ Patient Access Representative
Cape Fear Valley Health System
08.2017 - 09.2022
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, checkout and payments for billing.
Education
High school diploma -
Trinity Christian Scool
Fayetteville, NC 08.2011 - 05.2015
Skills
- HIPAA Guidelines
- Leadership Skills
- Customer/Microsoft skills
- EMR Systems
- Compassion
- Co-Payment Collection
- Medical Terminology
- EHR Systems
Certification
- BLS Certification
- CPR Certification
Timeline
Patient Experience Specialist
Quest Health Solutions
09.2024 - Current
Patient Care coordinator/Call Center Representative
Z Urology
11.2022 - 09.2024
CSR - Customer Service Representative/Healthcare Concierge
Florida Blue
10.2022 - 08.2023
Payment Poster/ Patient Access Representative
Cape Fear Valley Health System
08.2017 - 09.2022
High school diploma -
Trinity Christian Scool
08.2011 - 05.2015