Rosemary Young
Spring,TX
Summary
Dedicated and experienced professional with demonstrated customer service skills in all interactions, with both internal and external customers. Social and communicative skills with high regards for sensitive and confidential information. A clear understanding of Health Insurance Portability and Accountability Act rules and insurance protocols.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Reception Specialist
Village Medical Primary Care
05.2022 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained clean and safe environment to promote patient safety and comfort.
- Create alternating payment options for patients and submit daily cash drawer.
- Work front end claims and denials.
- Onboarding new hires on how things work in their new environment.
- Facilitate the check-in process by preparing patient for appointment.
- Safeguard Protected Health Information(PHI).
- Excellent customer service to all patients and staff.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Implemented customer feedback system.
Patient Access Representative
University of Arkansas for Medical Sciences, UAMS
08.2012 - 05.2022
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Supported medical staff by coordinating diagnostic testing appointments and necessary referrals in a timely manner.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered support to medical staff in completion of patient paperwork.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Responded to inquiries by directing calls to appropriate personnel.
- Facilitated communication between patients and various departments and staff.
- Verified patient insurance eligibility and entered patient information into system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
Access Coordinator
CHI St. Vincent Infirmary
05.2005 - 08.2012
- Conducted regular audits of appointment schedules to identify areas for improved efficiency or accuracy in data entry.
- Contributed to a positive work environment by actively engaging with peers during team meetings, sharing best practices, and offering constructive feedback on opportunities for continued growth.
- Served as a liaison between patients and healthcare providers, ensuring clear communication of expectations and needs throughout the treatment process.
- Played a crucial role in maintaining facility accreditation by ensuring adherence to established guidelines, standards, or protocols as part of the overall patient access process.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Enhanced patient satisfaction with efficient scheduling of appointments and followups.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Responded to inquiries by directing calls to appropriate personnel.
- Trained new staff on filing, phone etiquette and other office duties.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Worked closely with insurance companies to verify coverage details and obtain necessary authorizations for services rendered.
Education
High School Diploma -
Searcy High School
Searcy, ARNo Degree - Business Administration And Management
Pulaski Technical College
North Little Rock, ARCertificate of Technical Studies - Health Information
Arkansas State University-Beebe
Searcy, ARSkills
- Customer relations
- Analytical think
- Quality assessment
- Problem-solving
- Multitasking
- Attention to detail
- Task prioritization
- Excellent communication
- Team building
- Active listening
- Interpersonal communication
- Problem-solving aptitude
- Reliability
- Adaptability and flexibility
- Interpersonal skills
- Athena, Epic, Phressia EMR systems
Certification
- Certificated Healthcare Access Association(CHAA)
Timeline
Patient Reception Specialist
Village Medical Primary Care
05.2022 - Current
Patient Access Representative
University of Arkansas for Medical Sciences, UAMS
08.2012 - 05.2022
Access Coordinator
CHI St. Vincent Infirmary
05.2005 - 08.2012
High School Diploma -
Searcy High School
No Degree - Business Administration And Management
Pulaski Technical College
Certificate of Technical Studies - Health Information
Arkansas State University-Beebe
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