Summary
Overview
Work History
Education
Skills
Timeline
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Robin Wilson

Robin Wilson

Indianapolis,IN

Summary

Compassionate Patient Access Representative well-versed in performing diverse administrative functions for patient care with high degree of diplomacy and problem-solving acumen. Positive and upbeat team player with good communication and time management abilities. Demonstrated extreme attention to detail with accuracy of medical records.

Overview

18
18
years of professional experience

Work History

Patient Advocate

Accredo Specialty Pharmacy
Indianapolis
12.2021 - Current
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Reported liabilities and risk management concerns to supervisor for review.
  • Facilitated communication between providers, patients, and family members.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
  • Helped patients understand care, coverage, and payment responsibilities and rights.
  • Received patient inquiries or complaints and directed to appropriate medical staff members.
  • Explained complex medical terminology to patients and families in an understandable manner.
  • Met regularly with department managers to review procedures and protocols related to patient advocacy.
  • Entered details into computer systems and managed database of information.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Collected and inputted case data in managed care system and timely and accurately generated required correspondence and review notification for management.

Lead Patient Advocate/Human Resources Assistant

Care United Care Agency
Indianapolis
12.2017 - 12.2021
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Assisted in training staff members on proper procedures related to entering data into the patient database system.
  • Implemented quality assurance measures designed to improve overall efficiency levels when handling confidential client data.
  • Entered new patient information into electronic health record systems accurately and efficiently.
  • Answered incoming phone calls from patients, providers, vendors, and other stakeholders.
  • Conducted follow-up communication with clients to evaluate satisfaction and outcomes of services provided.
  • Updated patient medical records.
  • Collaborated with other departments within the organization to ensure seamless communication between teams.
  • Maintained a high level of customer service while interacting with clients both in person and over the phone.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Created and maintained patient records, including demographic data and insurance information.
  • Coordinated the intake process, ensuring all required documentation was collected and processed.
  • Managed confidential client data in compliance with HIPAA and other relevant regulations.
  • Maintained updated knowledge through continuing education and advanced training.

Customer Service Representative

Republic Services
, IN
04.2015 - 12.2017
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Excelled in exceeding daily credit card application goals.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Answered customer inquiries via phone, email, and chat.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Collected deposits or payments and arranged for billing.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Developed strong customer relationships to encourage repeat business.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.

Reimbursement Specialist

Accredo Specialty Pharmacy
Indianapolis
09.2013 - 03.2015
  • Reviewed and processed reimbursement requests in accordance with company policies and procedures.
  • Monitored past due accounts and pursued collections on outstanding invoices.
  • Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
  • Researched rejections, investigating problems to appeal claims.
  • Maintained confidentiality and integrity of patient data.
  • Monitored changes in industry standards related to reimbursements and updated internal policies accordingly.
  • Resolved discrepancies between provider documentation and insurance plan requirements.
  • Worked with billing department to reduce contract implementation errors.
  • Managed all payments processing, invoicing and collections tasks.
  • Submitted claims to insurance companies.
  • Input statement information, reconciled accounts and resolved discrepancies.
  • Analyzed patient data to ensure accuracy of reimbursement information.
  • Maintained a database of all reimbursements, payments, and other transactions.
  • Verified technical reimbursement questions for providers, billing and coding staff.
  • Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
  • Responded to customer inquiries regarding the status of their reimbursement requests.
  • Checked claims coding for accuracy with ICD-10 standards.
  • Prevented delays and claim denials by correcting information prior to submission.
  • Followed up on denied and unpaid claims to resolve problems and obtain payments.
  • Helped minimize escalations by reaching out to clients in advance of expected problems.
  • Used data entry skills to accurately document and input statements.

Administrative Assistant/Data Entry Clerk

Kelly Services
Indianapolis, IN
12.2006 - 09.2013
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Managed database systems containing customer contact information.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
  • Developed and maintained filing systems for confidential documents and records.
  • Handled confidential documents in an organized fashion according to established protocol.
  • Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
  • Facilitated communication between different departments within the organization.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Updated and maintained databases with current information.
  • Managed filing system, entered data and completed other clerical tasks.
  • Completed data entry tasks with accuracy and efficiency.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Used computer software to store and retrieve data.

Education

Certificate of Technical Studies - Medical Assistant

MedCerts

Skills

  • Eligibility determination
  • Technical assistance
  • Organized nature
  • Decision-making support
  • Proficient in Microsoft office, Proprietary Software, Freeware, Application software
  • Legal compliance
  • Data accuracy
  • Data entry
  • Filing and data archiving
  • Maintains confidentiality

Timeline

Patient Advocate

Accredo Specialty Pharmacy
12.2021 - Current

Lead Patient Advocate/Human Resources Assistant

Care United Care Agency
12.2017 - 12.2021

Customer Service Representative

Republic Services
04.2015 - 12.2017

Reimbursement Specialist

Accredo Specialty Pharmacy
09.2013 - 03.2015

Administrative Assistant/Data Entry Clerk

Kelly Services
12.2006 - 09.2013

Certificate of Technical Studies - Medical Assistant

MedCerts

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