Shana Peters
Rockton,IL
Summary
Patient financial services professional with a long background in healthcare scheduling, registration, and billing support. Skilled in benefits verification, authorization, and resolving denied claims with accuracy and care. Trusted for customer service, team collaboration, and maintaining HIPAA-compliant records.
Overview
21
21
years of professional experience
Work History
Patient Financial Services Representative
Mercyhealth
Rockford, Illinois
03.2023 - Current
- Verified insurance eligibility and benefits for billing accuracy.
- Contacted insurance providers to check patient coverage.
- Followed up on unpaid claims for hospital billing workflows.
- Processed appeals related to denied or rejected claims in a timely manner.
- Managed patient account reviews for healthcare revenue cycle operations.
- Updated patient records with account, insurance, and billing information.
OR Scheduler
Mercyhealth
Rockford, Illinois
04.2014 - 03.2023
- Coordinated surgery calendars with surgeons, nurses, and patients across clinic scheduling systems.
- Coordinated urgent schedule changes with anesthesia, radiology, and surgical departments.
- Assisted in the scheduling of surgeries for patients, ensuring accuracy and timeliness.
- Verified insurance coverage and authorization requirements for surgical procedures before appointments.
- Communicated surgery instructions, arrival times, and preparation details to patients.
- Scheduled pre-op testing, consultations, and follow-up visits with provider offices.
- Scheduled follow-up appointments according to post-operative protocols.
- Facilitated communication between surgeons, nurses, technicians and other healthcare professionals involved in the care of patients undergoing surgery.
- Provided support to surgeons by preparing documents needed for surgeries, such as consent forms and discharge instructions.
- Maintained accurate surgical documentation, chart notes, and case files for clinic review.
- Prepared detailed summaries outlining expected costs associated with various surgical procedures.
- Ensured compliance with HIPAA regulations during the scheduling process.
- Responded to incoming telephone calls from patients and staff, providing assistance as needed. and directed calls to appropriate medical or administrative staff.
Patient Service Representative
Mercyhealth
Rockford, Illinois
09.2007 - 04.2014
- Registered patients in Mercyhealth systems, confirming demographics, insurance, and visit details.
- Scheduled appointments using Mercyhealth software, matching provider availability and patient needs.
- Answered calls and routed messages, supporting front desk and clinical teams.
- Collected copays and updated payment records, following Mercyhealth financial procedures.
- Trained new staff on Mercyhealth workflows, scheduling, and registration standards.
- Verified insurance information, collected payments, and scheduled appointments.
- Adhered to HIPAA regulations when handling confidential patient information.
- Assisted with scheduling follow-up appointments according to provider availability.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Registered patients by verifying records to update computer system and patient charts.
- Performed administrative duties such as filing, faxing, photocopying.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Obtained proper authorization and identification to release confidential medical records.
- Assisted with the completion of medical forms and records.
- Ran credit card batches and balanced deposits on daily basis.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
Customer Service Coordinator Workers comp dept
Network Medical Review
Rockford, Illinois
08.2005 - 09.2007
- Supported customer inquiries for healthcare review services and case assistance.
- Coordinated provider communication for review request updates and documentation requirements.
- Drafted correspondence for authorization reviews and appeal processing.
- Set up follow-up calls with members, providers, and internal review teams.
- Directed incoming requests to correct medical review departments.
- Performed data entry tasks related to customer accounts and order processing.
- Reviewed medical records for Network Medical Review cases
- Prepared case files for medical review staff
- Answered provider calls about review status updates
Education
High School Diploma -
Hononegah High School
Rockton, IL05-1997
Some College (No Degree) - Medical Billing/Coding
Rock Valley College
Rockford, ILSkills
- Insurance verification
- Denial appeals
- Claims follow-up
- Revenue cycle systems
- Insurance authorization
- HIPAA compliance
- Effective communication
- Team collaboration
- Medical terminology
- Customer service
Timeline
Patient Financial Services Representative
Mercyhealth
03.2023 - Current
OR Scheduler
Mercyhealth
04.2014 - 03.2023
Patient Service Representative
Mercyhealth
09.2007 - 04.2014
Customer Service Coordinator Workers comp dept
Network Medical Review
08.2005 - 09.2007
High School Diploma -
Hononegah High School
Some College (No Degree) - Medical Billing/Coding
Rock Valley College