Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robin Carroll

Jacksonville,FL

Summary

Cordial Patient Access Representative with 28year track record of successfully handling busy medical office tasks to serve diverse populations. Career-minded and organized professional skillful in maintaining patient accounts, arranging immediate medical care and verifying insurance claims. Familiar with medical and clinical terminology coupled with proficiency in Medical software systems.

Overview

27
27
years of professional experience

Work History

Patient Access Service Representative

Baptist Medical Center
Jacksonville , FL
10.2010 - Current
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
  • Scheduled and confirmed patient appointments and consultations.
  • Communicated financial obligations to patients and collected fees at time of service.
  • Communicated with patients with compassion while keeping medical information private.
  • Maintained current knowledge of changes in healthcare regulations by attending continuing education classes as required.
  • Answered incoming calls from patients or providers in regards to registration questions or issues.
  • Filed medical records, scanned documents into the system, and maintained accurate patient information.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Completed relevant insurance and other claim forms.
  • Responded to inquiries from providers regarding insurance coverage and benefits.
  • Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
  • Assembled registration paperwork and placed identification bands on patient.
  • Verified insurance eligibility and collected co-payments or deposits as required.
  • Monitored patient flow within the department and communicated any delays to management staff.
  • Developed positive relationships with physicians, nurses, administrators, and other staff members.
  • Arranged hospital admissions for patients as required.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Completed day-to-day duties accurately and efficiently.

Patient Financial Services Representative

Baptist Primary Care billing
Jacksonville, FL
04.2007 - 10.2009
  • Researched discrepancies in patient accounts to determine appropriate resolution.
  • Submitted appeals on behalf of patients when appropriate based on findings from research conducted into denied claims.
  • Received payments and posted amounts to customer accounts.
  • Resolved inquiries from patients, families and external payers.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Resolved any issues arising from incorrect or incomplete documentation relating to a particular claim.
  • Recorded information about status of collection efforts.
  • Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
  • Reviewed EOBs statements submitted by insurance companies for accuracy against provider's charges.
  • Communicated frequently with healthcare providers regarding payment status updates on their claims submitted.
  • Monitored overdue accounts using automated information systems.
  • Applied organizational policies and complied with regulations for patient privacy.
  • Submitted electronic bills following facility and legal compliance standards.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Wrote appeal letters to insurance companies for denial of claims.
  • Analyzed claims denials from third party payers and identified potential solutions for reimbursement.
  • Contacted insurance companies to check status of claim payments.
  • Reconciled payments received against outstanding invoices ensuring proper posting of credits and debits.
  • Interacted with other departments within the organization such as finance, accounting, IT, and Human Resources when necessary.
  • Created letters, invoices and other documents with diverse computer programs such as Wilma/AS 400,Cerner Millenium.IDX,
  • Ensured compliance with company policies concerning the privacy of confidential health information.
  • Recognized by management for providing exceptional customer service.
  • Maintained updated knowledge through continuing education and advanced training.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Explained policies, procedures and services to patients.

Patient Access Representative

Baptist Medical Center
JACKSONVILLE , FL
04.2002 - 03.2007
  • Explained policies, procedures and services to patients.
  • Greeted patients and visitors in a courteous and professional manner.
  • Verified insurance coverage for services provided by the facility.
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Counselled patients on potential financial liabilities and payment requirements.
  • Compiled information from patients and caregivers or family members to identify care concerns.
  • Actively participated in team meetings and training sessions.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Obtained informed consent and payment documentation from patients and filed in system.
  • Verified demographics and insurance information to register patients in computer system.
  • Facilitated communication between patients, staff members, and third party payers.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Assisted with scheduling outpatient appointments.
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Created new patient accounts in EMR system as needed.
  • Ensured accuracy of all data entered into computer system.

PATIENT FINANICAL SERVICES

Baptist Primary Care
JACKSONVILLE , FL
03.1999 - 03.2007
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Processed payments accurately and efficiently in a timely manner.
  • Answered customer questions regarding account discrepancies or problems.
  • Received payments and posted amounts to customer accounts.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Conducted follow-up on outstanding insurance claims and worked with other departments to resolve payment issues.
  • Monitored overdue accounts using automated information systems.
  • Answered incoming calls from patients regarding billing inquiries and resolved customer service issues.
  • Advised delinquent customers on strategies for debt repayment.
  • Contacted insurance companies to check status of claim payments.
  • Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
  • Researched and responded to customer inquiries via phone, email, or mail regarding billing statements, services rendered.
  • Assisted in the maintenance of patient accounts to ensure accuracy of information including demographic, insurance and financial data.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Maintained accurate records of all financial transactions.
  • Contacted customers with delinquent accounts to solicit payment.
  • Developed strategies to improve collections processes and reduce bad debt write offs.
  • Wrote appeal letters to insurance companies for denial of claims.
  • Accepted and processed customer payments and applied toward account balances.
  • Contacted third party payers regarding unpaid claims or denied claims for further investigation and resolution.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Patient Access Representative

Baptist Medical Center
Jacksonville , FL
12.1996 - 02.1999
  • Explained policies, procedures and services to patients.
  • Greeted patients and visitors in a courteous and professional manner.
  • Collaborated with other departments to ensure quality customer service was delivered.
  • Verified insurance coverage for services provided by the facility.
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Compiled information from patients and caregivers or family members to identify care concerns.
  • Obtained informed consent and payment documentation from patients and filed in system.
  • Verified demographics and insurance information to register patients in computer system.
  • Responded to patient inquiries regarding billing or financial matters.
  • Assisted with preparing daily cash reports for accounting department.
  • Facilitated communication between patients, staff members, and third party payers.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Maintained confidentiality of all patient information in accordance with HIPAA regulations.
  • Created new patient accounts in EMR system as needed.
  • Assembled registration paperwork and placed identification bands on patient.
  • Provided assistance to internal departments when needed.
  • Received patient inquiries or complaints and directed to appropriate medical staff members.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
  • Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
  • Scanned documents into electronic medical records system.
  • Answered phones promptly in a professional manner.
  • Collected co-pays and other payments from patients at time of service.
  • Communicated financial obligations to patients and collected fees at time of service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Identified needs of customers promptly and efficiently.

Education

High School Diploma -

Englewood High School
Jacksonville, FL
06-1988

Some College (No Degree) -

FSCJ
Jacksonville, FL

Skills

  • Eligibility Determination
  • Medical Terminology
  • Appointment Scheduling
  • Insurance Verification
  • Information Collection
  • Customer Service
  • Registration and Admissions

Timeline

Patient Access Service Representative

Baptist Medical Center
10.2010 - Current

Patient Financial Services Representative

Baptist Primary Care billing
04.2007 - 10.2009

Patient Access Representative

Baptist Medical Center
04.2002 - 03.2007

PATIENT FINANICAL SERVICES

Baptist Primary Care
03.1999 - 03.2007

Patient Access Representative

Baptist Medical Center
12.1996 - 02.1999

High School Diploma -

Englewood High School

Some College (No Degree) -

FSCJ

Similar Profiles

  • Deberah Lindsey

    Deberah LindseyDeberah Lindsey

    Patient Care Technician at Baptist Health System-Baptist Medical CenterPatient Care Technician at Baptist Health System-Baptist Medical Center

  • Maribel Cortez

    Maribel CortezMaribel Cortez

    Wound Care and Ostomy Nurse at Baptist Health System-Baptist Medical CenterWound Care and Ostomy Nurse at Baptist Health System-Baptist Medical Center

  • Vanessa James

    Vanessa JamesVanessa James

    Patient Care Assistant at Baptist Health System-Baptist Medical CenterPatient Care Assistant at Baptist Health System-Baptist Medical Center

  • Melissa Jenkins

    Melissa JenkinsMelissa Jenkins

    Family Nurse Practitioner at Baptist Medical Center/Baptist NeurosurgeryFamily Nurse Practitioner at Baptist Medical Center/Baptist Neurosurgery

  • Erick Gutierrez

    Erick GutierrezErick Gutierrez

    Server at Lazy Days SouthServer at Lazy Days South

CREATE PROFILE
Robin Carroll