- Gardening
- I like working with my hands and fixing things
- Baking
- At home barista
- Diamond art
Sandy Schumacher
Rolling Meadows
Summary
Dedicated Patient Service Representative skilled in enhancing patient satisfaction and streamlining office workflows. Dedicated Patient Service Representative skilled in enhancing patient satisfaction and streamlining
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Advocate Aurora Health Care
Park Ridge, IL
01.2022 - Current
- Managed electronic health record systems to support accurate patient registration and timely scheduling of appointments.
- Managed patient interactions by providing timely responses to inquiries and effectively resolving issues to support healthcare operations.
- Coordinated patient and medical staff interactions to improve overall healthcare experience.
- Optimized office workflows to enhance efficiency and minimize patient wait times.
Patient Service Representative
Advocate Aurora Health Care
Buffalo Grove, IL
07.2017 - 01.2022
- Facilitated patient registration and appointment scheduling using electronic health record systems.
- Provided exceptional customer service, addressing patient inquiries and resolving issues promptly.
- Coordinated communication between patients and medical staff to enhance care delivery.
- Streamlined office processes, reducing wait times and improving overall patient satisfaction.
- Maintained accurate patient records while ensuring compliance with privacy regulations.
- Delivered support to medical staff in completion of patient paperwork.
- Organized patient records and database to facilitate information storage and retrieval.
- Responded to inquiries by directing calls to appropriate personnel.
- Engaged with patients to provide critical information.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Facilitated communication between patients and various departments and staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Built and maintained positive working relationships with patients and staff.
- Balanced deposits and credit card payments each day.
- Took copayments and compiled daily financial records.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Entered patient demographic and insurance data into electronic medical record system.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Assisted patients in filling out check-in and payment paperwork.
- Handled customer service inquiries in person, via telephone and through email.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Used [Software] to schedule appointments.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
Contact Center Representative
Advocate Aurora Healthcare
Rosemont, IL
10.2015 - 06.2017
- Assisted patients with inquiries regarding health services and appointment scheduling.
- Provided accurate information on insurance benefits and coverage options.
- Utilized electronic health record systems to document patient interactions and updates.
- Resolved customer service issues efficiently, enhancing patient satisfaction levels.
Education
High School Diploma -
William Fremd High School
Palatine, ILAssociate of Applied Science - Medical Office Ad,imistration
William Rainey Harper College
Palatine, ILSkills
- Complaint resolution
- Workload management
- CRM software
- Call handling
- Script adherence
- Customer service
- Problem-solving skills
- Building rapport
- Verbal and written communication
- Data entry
- Customer service optimization
Certification
- Certified CPI
Interests
Timeline
Patient Service Representative
Advocate Aurora Health Care
01.2022 - Current
Patient Service Representative
Advocate Aurora Health Care
07.2017 - 01.2022
Contact Center Representative
Advocate Aurora Healthcare
10.2015 - 06.2017
High School Diploma -
William Fremd High School
Associate of Applied Science - Medical Office Ad,imistration
William Rainey Harper College