Shala Roberts
Philadelphia,PA
Summary
Healthcare professional dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Children's Hospital of Philadelphia, CHOP
Philadelphia, PA
11.2023 - Current
- Verified insurance eligibility and coverage for patients.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Greeted and assisted patients with check-in procedures.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Built and maintained positive working relationships with patients and staff.
Patient Service Associate
Nemours Children's Hospital
Philadelphia, PA
04.2023 - 11.2023
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
- Maintained confidentiality by properly handling sensitive patient information in accordance with HIPAA guidelines.
- Supported clinical staff by organizing and maintaining patient records for easy access and updated documentation.
- Handled cash transactions accurately while managing the daily collection of copays, deductibles, or other fees from patients at the time of service.
- Facilitated communication between patients, medical personnel, and insurance providers to resolve any discrepancies or concerns.
- Reduced errors in data entry by diligently verifying information on forms prior to submission into the system.
- Provided excellent customer service to patients and medical staff.
Patient Access Representative
Penn Medicine
Philadelphia, PA
04.2019 - 03.2023
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Checked patient insurance, demographic, and health history to keep information current.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Patient Services Representative
Thomas Jefferson Hospital
Philadelphia, PA
01.2014 - 04.2019
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Proactively addressed potential billing discrepancies by conducting pre-billing audits.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Identified and resolved patient billing and payment issues.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Education
Certificate - Medical Administration / Billing And Coding
Pennsylvania Institue of Technology
Philadelphia, PAHigh School Diploma -
Strawberry Mansion High School
Philadelphia, PA06-2005
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Payment collection
- Referral coordination
- EMR updating
- Quality assurance
- Payment processing
Timeline
Patient Service Representative
Children's Hospital of Philadelphia, CHOP
11.2023 - Current
Patient Service Associate
Nemours Children's Hospital
04.2023 - 11.2023
Patient Access Representative
Penn Medicine
04.2019 - 03.2023
Patient Services Representative
Thomas Jefferson Hospital
01.2014 - 04.2019
Certificate - Medical Administration / Billing And Coding
Pennsylvania Institue of Technology
High School Diploma -
Strawberry Mansion High School