Sarah Thomas
Duluth,GA
Summary
Patient Service Representative Team Lead at Piedmont Urgent Care with strong leadership and problem-solving skills. Implemented customer service policies that significantly improved patient satisfaction metrics. Expertise in EPIC and insurance verification, ensuring adherence to HIPAA regulations and promoting interdepartmental communication. Committed to delivering high-quality care and support to patients.
Overview
8
8
years of professional experience
Work History
Patient Service Representative Team Lead
Piedmont Urgent Care
11.2019 - Current
- Perform clerical tasks and adhere to established policies and procedures
- File and maintain patient records in accordance with HIPAA regulations.
- Developed and implemented customer service policies and procedures.
- Cash reconciliation maintenance
- Work with patients to ascertain issues and make referrals to appropriate specialists.
- Create monthly schedule for all front office team members
- Actively seek to resolve any patient concerns/complaints while adhering to company policy and standards of behavior
- Check in/Check out patients using EMR system EPIC
- Perform interviews for new hires with assistants of Practice Manager
- Analyze health insurance benefits, verify insurance eligibility and relay relevant information regarding payment policies and billing/collection processes
- Delegate tasks to team member.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Patient Service Representative
Gwinnett Psychiatry
04.2017 - 10.2019
- Manage schedule for multiple doctor's and call to confirm next day appointments
- Facilitated communication between patients and various departments and staff.
- Arrange patient referrals and coordinate diagnostic testing
- Maintain patients accounts by obtaining, recording, and updating financial information; recording and collecting patient charges; controlling credit extended to patients; filing, collecting and expediting third party claims
- Prior Authorizations
- Insurance Verifications
- Schedule any necessary outpatient appointments
- Educate patients and their families on care plan; provide details related to treatment, medications and continuing care requirements
- Maintain medical records
- Collect co-pay, co-insurance, and deductibles
- Post billing charges
- Scan all documents into EMR system
- Ensure Insurance selection in EMR system matches payer ID on insurance card.
- Trained new staff on filing, phone etiquette and other office duties.
Education
Associate of Applied Science -
Gwinnett Technical College
Lawrenceville, GA05-2027
Skills
- Communication expertise
Verbal and written clarity - Team leadership
- Problem Solving
- Time management
- Office equipment proficiency
Computer and fax management
Scanner and copier operation
- Microsoft Office proficiency
Operating system knowledge: Windows and Mac
Patient management software: EPIC, Compulink, Gammis, Availity, ICAnotes, PatientCO, Athena Health
Data interpretation and analysis - Insurance verification
- Patient scheduling
- Privacy regulations knowledge
- Electronic medical records
Timeline
Patient Service Representative Team Lead
Piedmont Urgent Care
11.2019 - Current
Patient Service Representative
Gwinnett Psychiatry
04.2017 - 10.2019
Associate of Applied Science -
Gwinnett Technical College
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