Shantera Jones
Spring,Texas
Summary
Capable Patient Representative 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. Dedicated and able to prioritize and complete multiple tasks to achieve goals. Thrive in deadline driven environments with excellent team building skills while being flexible and versatile when under pressure,
Overview
27
27
years of professional experience
Work History
Patient Access Representative III
Memorial Hermann Medical Group Woodlands
01.2008 - Current
- Providing excellent customer service by promptly answering patient inquiries.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within registration process and implementing effective solutions to address them.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
- Delivered support to medical staff in completion of patient paperwork.
- Trained new staff on phone etiquette, processes, and other office duties.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Resolved patient billing issues in line with established guidelines.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Adapted quickly to changing demands within healthcare environment, demonstrating flexibility and strong commitment to quality patient care.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Supported medical staff by coordinating diagnostic testing appointments and necessary referrals in timely manner.
- Responded to inquiries by directing calls to appropriate personnel.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering details into system.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Greeted and assisted patients with check-in procedures.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Worked well in team setting, providing support and guidance.
- Organized and detail-oriented with strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Self-motivated, with strong sense of personal responsibility.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Answered incoming calls, scheduled appointments and created care4 message for medical staff.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during check-in and checkout process.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Gained strong leadership skills by managing projects from start to finish.
Medical Records /Insurance Specialists
Berkeley Eye Center
01.2001 - 12.2007
- Provided exceptional customer service while responding to requests for information from patients, insurance companies, and attorneys.
- Assisted in training new staff on medical record processing and filing procedures.
- Tracked and monitored requests for medical records release.
- Supported medical staff by providing organized and accurate medical records.
- Streamlined retrieval process for medical records, ensuring timely access for healthcare providers.
- Assisted in transition from paper-based records to electronic health record systems, increasing efficiency and accessibility of information.
- Ensured continuity of care by efficiently transferring necessary medical records between facilities during patient transitions or referrals.
- Followed exact procedures for handling transfers and other releases of medical records.
- Responded to patient inquiries to provide information and details of medical records.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Reviewed charts and flagged incomplete or inaccurate information.
- Collaborated with physicians to verify diagnoses and treatment plans, improving overall accuracy of records.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Followed up with medical staff regarding missing information in patient records.
- Verified accuracy of patient information in medical records.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Reduced errors in data entry by diligently reviewing and cross-checking information.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Printed and photocopied documents to provide patients with copies of medical records.
- Trained new staff members on proper procedures related to medical record management, enhancing team productivity.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Researched and resolved medical record discrepancies.
- Scanned and uploaded medical records into electronic medical records system.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Organized and detail-oriented with strong work ethic.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and fast-paced environment.
- Self-motivated, with strong sense of personal responsibility.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Managed time efficiently in order to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Reprographics Clerk
Park Plaza Hospital
01.1997 - 01.2001
- Contributed to the success of projects by conducting thorough research and compiling relevant information for use by team members.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Produced high-quality communications for internal and external use.
- Edited documents to keep company materials free of grammar errors.
- Increased efficiency by streamlining filing systems and organizing important documents.
- Maintained professional atmosphere within office setting through effective communication skills and polished presentation abilities.
- Processed documents and materials to disseminate information to appropriate parties.
- Monitored and tracked budgets and expenses.
- Input data into spreadsheets and databases.
- Edited and proofread documents for accuracy and completeness.
- Purchased and maintained office supplies.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Strengthened relationships with vendors by maintaining open lines of communication and addressing concerns promptly.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Interacted with customers by phone, email, or in-person to provide information.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to correct recipients in timely manner.
- Monitored office supplies and made arrangements for restocking of low-stock items.
Education
Ameri- Tech Institute
Houston, TX06.1999
University of Houston
Houston, TXHigh School Diploma -
Forest Brook High School
Houston, TX05.1996
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Greenway Prime Suite
- Athena
- Epic
References
Available Upon Request
Timeline
Patient Access Representative III
Memorial Hermann Medical Group Woodlands
01.2008 - Current
Medical Records /Insurance Specialists
Berkeley Eye Center
01.2001 - 12.2007
Reprographics Clerk
Park Plaza Hospital
01.1997 - 01.2001
Ameri- Tech Institute
University of Houston
High School Diploma -
Forest Brook High School
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