Shekita Bell
Milwaukee
Summary
Patient Service Representative with over 10 years of expertise in healthcare setting and 17 years in customer service experience, specializing in office management, insurance verification, and electronic medical record systems. Demonstrates strong leadership and communication skills, having mentored and supported team members to enhance patient care and satisfaction. Committed to fostering a positive work environment and improving patient experiences through efficient problem-solving and innovative approaches.
Overview
17
17
years of professional experience
Work History
Patient Care Access Representative
Froedtert Health Care
04.2025 - Current
- Expert in oral and written communication skills and the ability to multi-task
- Managed appointment scheduling using electronic health record systems for optimal efficiency.
- Established rapport with patients from diverse backgrounds through effective listening skills and clear communication techniques.
- Improved patient satisfaction by efficiently managing appointment scheduling and registration processes.
- Promoted a welcoming atmosphere for all patients by addressing their needs professionally while maintaining a compassionate demeanor.
- Greeted and assisted patients with check-in procedures.
- Resolved patient inquiries regarding registrations, appointments, and billing issues effectively.
- Fostered a positive workplace environment by actively participating in team meetings, sharing ideas for improvement, and offering support to colleagues when needed.
Patient Service Representative
Ascension Monomonee Falls
11.2024 - Current
- Deliver exceptional service to patients and families in a busy ER environment.
- Utilize Epic system to ensure precise billing and demographic data collection.
- Support high patient satisfaction through effective communication and service.
- Delivered exceptional customer service to enhance patient experiences, fostering trust and satisfaction among patients and their families.
- Streamlined patient registration processes in a fast-paced ER, ensuring accurate data collection and reducing billing errors significantly.
- Coordinated effectively with clinical teams to manage patient flow, optimizing care delivery and improving overall efficiency in the emergency department.
Patient Service Representative Lead
Aurora Good Hope Urgent Care
04.2020 - 10.2024
- Oversee team schedules and PTO requests, ensuring operational efficiency.
- Fostered a collaborative environment by mentoring new staff, leading to enhanced team performance and improved patient care delivery.
- Analyzed registration processes to ensure compliance with policies, achieving over 85% accuracy in capturing patient demographics and insurance information.
- Implemented new training resources for staff on updated policies, facilitating smoother transitions and boosting team efficiency.
- Communicated effectively with team members about process changes, encouraging a culture of adaptability and proactive problem-solving.
- Orchestrated team meetings to discuss patient care protocols, enhancing communication and ensuring consistent service delivery across departments.
Health Unit Coordinator
Aurora Good Hope Urgent Care
02.2020 - 04.2020
- Facilitate patient discharges and referrals, enhancing care coordination and patient satisfaction.
- Efficiently manage multiple systems for seamless operations, improving workflow efficiency.
- Organize nurse stations and common areas, maintaining a clean and orderly environment.
- Handle pharmacy communications, ensuring accurate and timely medication management.
- Coordinate patient tests and treatments, contributing to improved healthcare delivery.
Health Unit Coordinator
Aurora Sinai Medical Center
06.2019 - 02.2020
- Facilitated seamless patient transitions, enhancing hospital efficiency and patient satisfaction.
- Managed patient admissions and discharges, ensuring timely communication with nursing staff.
- Utilized hospital systems to coordinate bed assignments, optimizing resource allocation.
- Supported peak demand periods by assisting in multiple departments, improving workflow.
- Maintained organized workstations, contributing to a professional and efficient environment.
Patient Service Representative
Aurora Health Care Call Center, Milwaukee, Good Hope
07.2015 - 06.2019
- Scheduled and managed patient appointments, improving clinic efficiency.
- Collected and verified insurance details, ensuring accurate billing.
- Updated patient records, maintaining data integrity and compliance.
- Communicated test instructions clearly, enhancing patient preparedness.
- Facilitated payment processing, reducing outstanding balances.
Loan Servicing Specialist II
Wells Fargo Home Mortgage
09.2008 - 05.2015
- Resolved mortgage delinquencies via inbound/outbound calls, enhancing customer satisfaction.
- Conducted financial evaluations for loss mitigation, ensuring compliance with FHA, VA, and other standards.
- Provided timely updates on loan modifications, maintaining clear communication with clients.
- Met stringent deadlines independently, consistently achieving high performance in monthly goals.
- Collaborated with business lines to improve customer experience and service delivery.
Education
High School Diploma -
Harold S. Vincent High School
Milwaukee, WI06.2001
Skills
- EPIC EMR
- HIPAA compliance
- Proficient in Microsoft Outlook and Word
- Verbal and written communication
- Phone and email etiquette
- Patient Care
- Insurance Verification
- Customer Service
- Team Leadership
- Problem Solving
- Communication
- Insurance verification
- Patient registration
- Documentation accuracy
- Professionalism and ethics
- Medical terminology
- Appointment scheduling
Timeline
Patient Care Access Representative
Froedtert Health Care
04.2025 - Current
Patient Service Representative
Ascension Monomonee Falls
11.2024 - Current
Patient Service Representative Lead
Aurora Good Hope Urgent Care
04.2020 - 10.2024
Health Unit Coordinator
Aurora Good Hope Urgent Care
02.2020 - 04.2020
Health Unit Coordinator
Aurora Sinai Medical Center
06.2019 - 02.2020
Patient Service Representative
Aurora Health Care Call Center, Milwaukee, Good Hope
07.2015 - 06.2019
Loan Servicing Specialist II
Wells Fargo Home Mortgage
09.2008 - 05.2015
High School Diploma -
Harold S. Vincent High School
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