Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stefanie Sweet

Houston

Summary

Dynamic Patient Access Representative with expertise in optimizing patient registration and insurance verification processes at UT Physicians. Demonstrates strong skills in HIPAA compliance and effective communication, consistently resolving inquiries and enhancing patient satisfaction. Proven ability to contribute to streamlined operations while fostering a welcoming environment for patients and families. Career goals include further elevating patient experience through innovative access solutions.

Overview

10
10
years of professional experience

Work History

Patient Access Representative

UT Physicians
Houston
07.2023 - Current
  • Responded to patient inquiries regarding billing or financial matters.
  • Documented patient counters in hospital system and initiated follow-up actions.
  • Guided patients through the completion of consent and other required medical forms.
  • Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
  • Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
  • Received patient inquiries or complaints and directed to appropriate medical staff members.
  • Collaborated with other departments to ensure quality customer service was delivered.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Assembled registration paperwork and placed identification bands on patient.
  • Facilitated communication between patients, staff members, and third party payers.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Assisted in the implementation of new technologies and processes to improve patient access services.
  • Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
  • Verified demographics and insurance information to register patients in computer system.

Call Center Representative

Alorica
Houston
04.2015 - 02.2025
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Analyzed data collected during each call in order to identify trends in customer feedback.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Developed effective working relationships with team members across multiple departments.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Maintained accurate records of customer interactions for future reference.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Updated customer accounts, addresses and contact information within call management databases.

Patient Services Representative

Kelsey-Seybold
Pearland
02.2019 - 07.2023
  • Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
  • Coordinated scheduling of appointments across multiple departments to optimize patient care.
  • Counselled patients on potential financial liabilities and payment requirements.
  • Assisted with patient registration, insurance verification, and appointment scheduling.
  • Provided information regarding billing procedures and payment options to patients.
  • Resolved customer complaints in a courteous manner while adhering to company policies.
  • Obtained informed consent and payment documentation from patients and filed in system.
  • Processed insurance verifications and authorizations to ensure coverage of services.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Reviewed eligibility responses to assess patient benefit level and prepare estimates.
  • Assisted in the implementation of new technologies and processes to improve patient access services.
  • Demonstrated ability to work independently as well as collaboratively within a team environment.
  • Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
  • Documented patient counters in hospital system and initiated follow-up actions.
  • Participated in team meetings to discuss new initiatives or process improvements.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Answered incoming calls from patients in a professional manner and responded to inquiries or directed them to appropriate personnel.
  • Facilitated patient registration, verifying all required documentation is collected and filed properly.
  • Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.

Education

High School Diploma -

Humble High School
Humble
05-2005

Skills

  • Patient registration
  • Insurance verification
  • Data entry
  • Medical billing
  • HIPAA compliance
  • Customer service
  • Effective communication
  • Problem solving

Timeline

Patient Access Representative

UT Physicians
07.2023 - Current

Patient Services Representative

Kelsey-Seybold
02.2019 - 07.2023

Call Center Representative

Alorica
04.2015 - 02.2025

High School Diploma -

Humble High School

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