Roshanda Swan
Marietta,GA
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. Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Access Specialist
Vanderbilt Medical Center
Nashville, TN
01.2023 - Current
- Applied HIPAA privacy and security regulations while handling patient information.
- Responded to patient concerns and inquiries professionally and efficiently.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Verified demographics and insurance information to register patients in computer system.
- Interviewed patients upon entrance to hospital, gathered appropriate information and entered data into electronic system.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Called insurance companies and verified patient coverage.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Assembled registration paperwork and placed identification bands on patient.
- Obtained health, financial and religious information from patients at time of admission.
- Processed patient responsibility estimate determined by insurance at pre-registration.
Patient Registration
Wellstar Hospital
Marietta, GA
03.2019 - 12.2022
- Explained various admission forms and policies, acquiring signatures for consent.
- Communicated financial obligations to patients and collected fees at time of service.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance and medical information.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Optimized provider time and treatment room utilization with appropriate appointment scheduling.
- Checked stock to determine inventory level and placed orders for needed supplies.
- Submitted fees and claims to insurance companies manually or digitally.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Received and stored patients' valuables and other belongings, as requested.
Customer Support Team Lead
Ryder Logistics Operations Center
Roswell, GA
08.2016 - 02.2019
- Troubleshot, resolved or escalated technical issues based on individual customers' needs.
- Identified support trends from calls and reported information to management to help coordinate proactive responses.
- Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence.
- Supported, tested and wrote help documentation for company software products.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Customer Service Call Center Supervisor
Associates of North America
Las Colinas, TX
10.2000 - 06.2015
- Developed daily, weekly and monthly reports on help desk team's productivity.
- Achieved commendations for providing top-quality customer service.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Resolved customer complaints or answered customers' questions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Delegated work to staff, setting priorities and goals.
- Recruited, interviewed and selected employees to fill vacant roles.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
Education
Certificate of Business' Management -
Mansfield Business School
Dallas, Texas04.1993
High School Diploma -
South Oak Cliff High School
Dallas, TX05.1991
Skills
- Financial Procedures Adherence
- Quality Assurance
- Multitasking and Organization
- Scheduling Diagnostic Procedures
- Work Quality Evaluation
- Pre-Admission Requests
- Post-Discharge Care Coordination
- Registration and Admissions
- Insurance Company Knowledgeable
- Evaluating Quality of Care
- Microsoft Office
- Providing Information and Resources
- Patient Confidentiality and Data Security
- Organized and Detail-Oriented
- Documenting and Recording Information
- Knowledge of Community Services and Programs
- Registration and Scheduling
- Quality Standards and Protocols
- Explaining Policy and Procedures
- Communicating to Patients and Families
- Database Search and Data Entry Skills
- Patient Needs Assessment and Referral
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Recognized as Employee of the Month for outstanding performance and team contributions.
- Led team to achieve results, earning recognition from upper management and financial reward.
- Spearheaded an employee engagement program, resulting in a 35% decrease in annual employee turnover.
Affiliations
- Member, Small Business Association (2008 - present)
Certification
- People Soft, Associates Corp of North America - 2005
Timeline
Patient Access Specialist
Vanderbilt Medical Center
01.2023 - Current
Patient Registration
Wellstar Hospital
03.2019 - 12.2022
Customer Support Team Lead
Ryder Logistics Operations Center
08.2016 - 02.2019
Customer Service Call Center Supervisor
Associates of North America
10.2000 - 06.2015
Certificate of Business' Management -
Mansfield Business School
High School Diploma -
South Oak Cliff High School
Similar Profiles
MORGAN JONESMORGAN JONES
Registered Nurse at Vanderbilt Medical CenterRegistered Nurse at Vanderbilt Medical Center
Racheal PooleRacheal Poole
Nurse Case Manager at Vanderbilt Medical CenterNurse Case Manager at Vanderbilt Medical Center
Alina CasillasAlina Casillas
Registered Nurse at Vanderbilt Medical CenterRegistered Nurse at Vanderbilt Medical Center
Mary HayesMary Hayes
Patient Service Specialist at Vanderbilt Medical Center-Sleep LablPatient Service Specialist at Vanderbilt Medical Center-Sleep Labl
Rachel CarterRachel Carter
Professional Reviewer at American Association of Nurse Practitioners-Certification BoardProfessional Reviewer at American Association of Nurse Practitioners-Certification Board