Sarah Pradia
Summary
Compassionate and dedicated Customer Service Representative with extensive experience in providing exceptional support and administrative functions in patient care. Known for a high degree of diplomacy and strong problem-solving skills. A positive team player with excellent communication and time management abilities. Demonstrates meticulous attention to detail, ensuring accuracy in all documentation and customer interactions.
Overview
7
7
years of professional experience
Work History
Patient Access Representative
Texas Children’s Hospital
The Woodlands, TX
10.2022 - Current
- Facilitate patient tracking and billing by obtaining/verifying accurate and complete demographic information, and financially securing and collecting out-of-pocket responsibility from guarantors to maximize hospital reimbursement
- Obtains, verifies, and enters complete and accurate demographic information on all accounts to facilitate smooth processing through the revenue cycle
- Ensures assigned DARs and/or work queues are monitored and worked on a daily basis, ensuring that all elements of the accounts are secured for billing
- Financially secures all patient accounts to maximize hospital reimbursement in a customer service-oriented fashion
- Obtains insurance referrals, as required by individual insurance plans, documenting referral numbers in the appropriate fields for accurate billing
- Contacts patient/guarantor prior to date of service to inform them of estimated payment due at the time of service
- Documents details of all successful and unsuccessful attempts at patient/guarantor contact
- Obtains signatures from patient/guarantor for release of information, general consent to treat, statement of financial responsibility, Medicare and Champva forms, and other required paperwork, as measured by account audits, medical record review and feedback from downstream departments
- Documents in account notes all pertinent information required to successfully bill and collect on the claim
- Provides continuous support of process improvements through compilation of data, excellent customer service, monitoring and evaluation of departmental roles, and proposals for process improvement initiatives
Patient Access Representative
Memorial Hermann Hospital
Cypress, TX
03.2022 - 10.2022
- Schedules patient appointments and enters required information in the computer system in an accurate and timely manner.
- Obtains demographic, insurance and financial information from patient or guarantor. Enters information in computer system with a high degree of accuracy.
- Explains all required forms to the patient or guarantor and obtains the necessary signatures.
- Ensures medical necessity compliance by obtaining necessary data, reviewing Compliance System, communicating information to patient or guarantor and obtaining necessary signatures.
- Protects the financial integrity of the facility by collecting patient liability, establishing payment arrangements, discussing payment options and screening for eligibility.
- Verifies insurance eligibility and benefits and ensures all notifications and authorizations are completed within the required timeframes.
- Posts payments in the computer system and generates the appropriate patient receipts.
- Monitors, reviews and resolves patient account issues on assigned reports.
- Communicates in an effective and professional manner with Physicians, ancillary departments, nursing units, physicians' office staff, insurance companies, as well as patients and their families ( all Patient Access customers). Completes thorough and accurate documentation.
- Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
- Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.
- Other duties as assigned.
Remote Premier Support Specialist
AT&T Call Center
Houston, TX
10.2020 - 03.2022
- Responded to customer and client inquiries regarding services, products, billing, equipment, claims, and issues, ensuring a high level of customer satisfaction while working remotely.
- Managed multiple queues and skill sets across various customer contact channels, demonstrating adaptability and effective multitasking in a virtual environment.
- Developed and implemented customer retention programs, focusing on service quality and responsiveness to enhance overall customer loyalty and satisfaction.
- Utilized mechanized systems to efficiently initiate and complete service orders, resolving customer requests promptly and accurately from a home office setting.
- Maintained up-to-date knowledge of all company products, services, and promotions, allowing for informed recommendations tailored to customer needs regarding features, accessories, upgrades, and rate plans.
- Processed purchases of AT&T products and services through operational systems, including collections and wireless bill payments, while ensuring compliance with financial guidelines.
- Administered all system functions related to opening, closing, and balancing procedures in accordance with company finance protocols, ensuring accuracy and integrity in financial reporting.
- Successfully sold and provisioned wireless services, products, features, equipment, and accessories through remote channels, utilizing persuasive communication skills.
- Handled credit/inbound and outbound collections, activations, customer service inquiries, e-services, revenue management, fraud prevention, and technical support, showcasing a comprehensive skill set in a work-from-home capacity.
Front Office Team Lead
Bluefish Pediatrics
06.2017 - 08.2020
- Oversaw scheduling of patient appointments, ensuring optimal utilization of resources and staff efficiency while entering required information in the computer system accurately and promptly.
- Managed the collection of demographic, insurance, and financial information from patients or guarantors, implementing best practices to maintain high accuracy in data entry.
- Efficiently explained necessary forms to patients and guarantors, leading the team in ensuring compliance and obtaining all required signatures.
- Ensured adherence to medical necessity compliance by supervising the collection of necessary data, reviewing the Compliance System, and effectively communicating with patients or guarantors.
- Managed and improved financial integrity by overseeing staff activities such as collection efforts, payment arrangements, and eligibility screenings.
- Verified insurance eligibility and benefits, managing the timely completion of all notifications and authorizations to streamline patient access processes.
- Maintained accurate patient receipts and financial records by overseeing payment posting in the computer system.
- Cultivated productive communication channels among physicians, ancillary departments, nursing units, and insurance companies to deliver outstanding service for all Patient Access customers.
- Ensured compliance with safety protocols for patients, staff, and visitors by adhering to all policies, procedures, and standards within budgetary constraints, including time and supply management.
- Supervised the gathering and recording of patient medical histories, vitals, and test results, maintaining strict confidentiality while training staff on best practices.
- Managed the preparation of treatment rooms for clinical examinations and supported practitioners during medical procedures and patient care, promoting a collaborative environment.
- Facilitated communication between patients and physicians regarding concerns, condition updates, and refill requests, improving overall patient satisfaction and treatment outcomes.
- Identified and reported clinical observations and symptoms to healthcare professionals, driving timely interventions and improving patient care delivery.
- Oversaw specimen collection from patients for laboratory testing, ensuring adherence to safety and quality protocols.
Education
Associate of Applied Science -
Lone Star College System
The Woodlands, TX12-2023
High school diploma -
John Foster Dulles High School
2010
Skills
- Medical Terminology
- Organization and Time Management
- Excellent Communication
- Teamwork and Collaboration
- Training and Development
- Dependable and Responsible
- Analytical and Critical Thinking
- Clerical Support
- Data Entry
- Team Oversight
- HIPAA Guidelines
- Insurance Verification
- Patient Scheduling
- Good Telephone Etiquette
- Medical Records Management
- Companionship and Emotional Support
- MS Office
- Critical Thinking
- Flexible and Adaptable
- Insurance Company Knowledgeable
Timeline
Patient Access Representative
Texas Children’s Hospital
10.2022 - Current
Patient Access Representative
Memorial Hermann Hospital
03.2022 - 10.2022
Remote Premier Support Specialist
AT&T Call Center
10.2020 - 03.2022
Front Office Team Lead
Bluefish Pediatrics
06.2017 - 08.2020
Associate of Applied Science -
Lone Star College System
High school diploma -
John Foster Dulles High School
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