Rosetta Taylor
Durham,NC
Summary
Dynamic Patient Service Associate with a proven track record at Duke University Health System, excelling in exceptional customer service and regulatory compliance. Adept at managing patient interactions and streamlining processes, I leverage strong organizational skills to enhance patient satisfaction and ensure efficient care coordination. Proficient in electronic health records, I drive results through effective communication.
Overview
17
17
years of professional experience
Work History
Patient Service Associate
Duke University Health System
Raleigh, NC
10.2021 - 06.2025
- Prepare for clinic visits by reviewing next-day patients and completing next-day preparation activities.
- Prepare new patient charts.
- Return medical records. Attach HIPPA/Medicare documents to the encounter forms.
- Check-in patients upon arrival in the practice. Identify correct patient information in Maestro Care.
- Present and educate patients on required forms and obtain signatures as required by policy and procedure.
- Collect and post co-payments and balances on accounts due.
- Explain billing to patients according to PRMO credit and collection policies.
- Performed data entry tasks into electronic health record system.
- Assisted with patient check-in and registration by verifying insurance coverage, collecting co-payments, and scheduling follow-up appointments.
- Performed administrative duties such as filing medical records, completing paperwork, and updating patient databases.
- Scheduled laboratory tests for referring physicians based on their orders.
- Processed referrals from primary care providers or other specialists according to established protocols.
- Promptly responded to requests from physicians or nurses regarding patient information or test results.
- Provided education and instruction to patients on disease management topics such as diabetes or hypertension.
- Facilitated communication between hospital staff members and family members of hospitalized patients.
- Prepared examination rooms for patient visits by stocking supplies and ensuring cleanliness of equipment.
- Coordinated patient care between different healthcare professionals involved in a patient's care plan.
- Provided information to patients regarding billing procedures and payment plans.
- Answered incoming calls from patients, answered questions about services offered, and directed inquiries to appropriate personnel.
- Greeted and provided assistance to patients upon arrival at the clinic.
- Monitored inventory levels of medical supplies and placed orders as needed.
- Assisted with coordinating transportation arrangements for patients who needed access to specialized care outside the facility.
- Maintained accurate records of patient visits including diagnosis codes, treatments rendered, medications prescribed, lab results.
- Observed proper infection control practices when handling specimens or disposing of hazardous materials.
- Assisted with preparing documents for insurance companies in order to obtain reimbursement for services rendered.
- Explained policies, procedures and services to patients.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Screened patients for eligibility for state, local and federal assistance programs.
- Collaborated with clinical and administrative staff to meet patient needs.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Stayed current on community-based resources and services useful to patients.
- Accessed programs and set up correct payment strategies based on patient means and needs.
- Drafted educational brochures and informative newsletters for patients and staff.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
- Verified patients' insurance and payment methods during admissions or check-in processes.
Access Specialist
Duke University Health System
09.2019 - 10.2021
- Manage incoming phone calls from patients seeking medical treatment.
- Triage patient needs, scheduling appointments or labs, and routing questions to nursing staff when appropriate.
- Train new team members on group scheduling guidelines and procedures.
- Timely rescheduling of provider request.
- Trouble shoot and correcting scheduling errors and coaching for development.
- Responsible for mailing 500 plus letters weekly to patients, of any appointment changes, reminders, or new patient paper work.
- Transmit incoming referrals from external facilities into Epic.
- Manage Inbasket messages and requests..
- Monitored system logs for unauthorized attempts to gain access or modify data records.
- Managed the installation of software updates, patches, and bug fixes as required by the organization's security policy.
- Analyzed user feedback regarding the database systems in order to make recommendations for improvements.
- Troubleshot user log-in issues, reset passwords, and monitored account activity.
- Evaluated existing processes related to access control systems in order to identify areas of improvement.
Sales Manager
Rent-A-Center
Durham, NC
09.2013 - 10.2019
- Coordinate sale events to attract new customers while creating an incentive for established customers to make a new purchase with the company.
- Establish and maintain mutually beneficial relationships with internal and external customers.
- Ensure new customers have completed the required paperwork to qualify and comply with the loan terms while educating the customer about the agreement they are embarking upon.
- Conduct regular check ins with established customers to ensure they are happy with their product and service while engaging them in conversation to understand if there is opportunity for a new purchase relationship between the customer and the company.
- Collect payments over the phone and/or in person and pursue those delinquent in payment to recover money due to the company.
- Ensue the privacy and security of customer information to protect the customer and the company from a breach.
- Prepare daily cash deposits and record audits supporting the monthly feedback provided to senior management about our financial outlook.
- Establish a daily collection goal, communicating that goal to the support team with approach tactics, to aid in our exceeding our monthly target.
Customer Service Manager
Walmart
Morrisville, NC
07.2008 - 09.2013
- Managed customer complaints, providing immediate resolution to the customer’s concern while considering additional employee training or disciplinary action to avoid future incidents.
- Managed incoming calls to the customer service department, addressing customer issues and launching investigations with customer follow-up when required.
- Ensured adequate staff coverage, often covering a shift when there was a shortage of available employees.
- Assisted with cash drawer shortages, identifying the miscount or writing a report when a shortage of cash could not be accounted for.
Education
Associates - Medical Office Administration
Durham Technical Community College
Durham, NC05-2025
High School Diploma -
Northern High School
Durham, NC05.2006
Skills
- Exceptional Customer Service
- Multitasking ability
- Proficient in Microsoft products (word, outlook, excel, power point)
- Quick Learner
- Organization and Follow Through
- Team oriented
- Excellent oral and written communication abilities
- Result oriented
- Electronic health records
- Regulatory compliance
References
Available upon Request
References
References available upon request.
Timeline
Patient Service Associate
Duke University Health System
10.2021 - 06.2025
Access Specialist
Duke University Health System
09.2019 - 10.2021
Sales Manager
Rent-A-Center
09.2013 - 10.2019
Customer Service Manager
Walmart
07.2008 - 09.2013
Associates - Medical Office Administration
Durham Technical Community College
High School Diploma -
Northern High School
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