Stephenie Eberl
Watertown,WI
Summary
Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Compassionate Patient Access Representative well-versed in performing diverse administrative functions for patient care with high degree of diplomacy and problem-solving acumen. Positive and upbeat team player with good communication and time management abilities. Demonstrated extreme attention to detail with accuracy of medical records. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Overview
16
16
years of professional experience
Work History
Patient Access Representative
St. Mary's Hospital Medical Center
Madison, WI
01.2024 - Current
- Greeted patients and visitors in a courteous and professional manner.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Verified insurance coverage for services provided by the facility.
- Collected co-pays and other payments from patients at time of service.
- Responded to patient inquiries regarding billing or financial matters.
- Ensured accuracy of all data entered into computer system.
- Scanned documents into electronic medical records system.
- Created new patient accounts in EMR system as needed.
- Assisted with preparing daily cash reports for accounting department.
- Provided assistance to internal departments when needed.
- Answered phones promptly in a professional manner.
- Facilitated communication between patients, staff members, and third party payers.
- Managed incoming faxes related to patient registration processes.
- Collaborated with other departments to ensure quality customer service was delivered.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Verified patients' insurance and payment methods during admissions or check-in processes.
Reception Staff
Group Health Cooperative of South Central Wisconsi
Madison, WI
09.2022 - 01.2024
- Greeted visitors, determined nature of visit and directed them to appropriate location.
- I mainly worked in the urgent care scheduling
- Releasing lab & X-ray orders
- Checking people in for their appointments.
- Utilize EPIC for scheduling all appointments Primary care and Urgent Care.
- Excellent organizational skills.
- Clinic position is responsible for providing a wide range of administrative support
- Activities including answering the telephone (serving as back up to nurse and practitioner phone lines)
- Directing and checking in of patients and other customers properly
- Scheduling appointments, answering general questions, collecting fees, and organizing the desk. The incumbent works under the general supervision and review of the Reception Team Leader.
- Excellent organizational skills
- Processed payments from customers in a timely manner.
- Ensured reception area was clean, organized and well-stocked with supplies.
- Performed general clerical tasks including typing letters, memos, emails.
Sr. Customer Service Representative
Rotech Healthcare
Watertown, WI
08.2019 - 09.2022
Wisconsinhers. Appropriate telephone etiquette. • Initiative - Ability to assume the full scope of responsibilities related to the job. Start and finish work without prompting. Utilize creativity in seeking solutions to problems. • Work Quality & Accuracy – Produce high quality results without errors and ensure accuracy. • Must possess working knowledge of fax machine, copier, printer, and PC • Internet proficiency • Knowledge of email management tools • Excel and Word proficiency Work environment • Office environment Physical demands • While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is occasionally required to walk. Specific vision abilities required by this job include close vision. • Requires lifting (minimum of 35 pounds) and transporting of patient equipment. • Requires contact with patients and equipment with potential exposure to contagious pathogens. Required education and experience • High school diploma or GED equivalent • Experience in medical field and administrative record management preferred, but not required • Strong customer service background preferred Preferred education and experience • Medical terminology preferred • Knowledge of medical billing practices preferred • Knowledge of billing reimbursement
Client Service Representative
Ciox Healthcare
Oconomowoc, WI
06.2018 - 06.2019
- Utilize EPIC when needed to release medical records. Provide excellent customer service by being attentive, respectful and professional at all times. Insure understanding of customer request and follow through as promised. Helpful and effective telephone etiquette. Receive incoming request for information and respond to request by opening mail, assisting walk-ins and telephone inquiries. Retrieve facsimile inquiries in a timely manner. Validate requests and authorizations for release of medical information according to established procedures and HIPPA guidelines. Complete request including retrieving patient's medical charts, copying/scanning medical records accurately. Perform quality checks on all work to assure accuracy of the release.
- Provided customer service support to clients in a timely and efficient manner.
- Resolved customer inquiries and complaints via phone, email, or other communication channels.
- Processed orders, returns, exchanges, and refunds accurately and promptly.
- Managed client accounts by providing accurate data entry services.
Customer Service Representative
Jefferson Memory Care
Jefferson, WI
05.2017 - 02.2018
- Answer phones and provide excellent customer service.
- Maintain resident confidentiality HIPAA.
- Greet visitors and direct them to their destination in a pleasant and helpful manner.
- Check mail daily/direct mail/process mail.
- Data entry/document creation/document updates
- Scan documents and attach into resident's file in EPIC.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Inside Sales/Customer Service Representative
Parallel Employment Group
Watertown, WI
03.2017 - 04.2017
- Answer phones and direct callers to proper personnel or voicemail.
- Change part numbers in system. Answer customer's questions about closest dealer to them to purchase parts.
- Set up Fed Ex pick-ups for completed goods.
- Data entry into word, excel and outlook.
- Respond to emails.
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Employment Specialist
Co-Staff
Fort Atkinson, WI
09.2016 - 01.2017
- Answer phones and set up appointments for people to come in and register with company.
- Place people into jobs.
- Do drug screening.
- E-verify people who registered with us.
- Conducted individualized assessments to determine client's eligibility for employment programs.
- Collaborated with employers to identify current labor market trends and develop job opportunities for clients.
Market Research Specialist
RateWatch
Fort Atkinson, WI
05.2015 - 09.2016
- Gather accurate product and rate information.
- Enter rates via phone, fax, email and web within quality standards
- Complete workload while maintaining a three-star benchmark for rates.
- Data entry into database with checking establish dates for banks.
- Maintain important financial institution information such as rate change day, open and closing times, institution name, contact person, address and phone number changes.
- Conducted data analysis using statistical software to interpret survey results.
- Developed and implemented market research projects to identify customer preferences and trends.
- Compiled and presented market research reports to stakeholders.
Customer Service Representative
TASC
Madison, WI
09.2014 - 04.2015
- Provide proficient front line customer support.
- Maintained proficiency and knowledge in products and processes.
- Build trust by interacting with customers Promptly and accurately document relevant actions in TASC's operation system.
- Facilitate problem resolution.
- Performed additional duties as requested by Supervisor.
- Ability to multi-task and handle multiple projects at the same time.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
Customer Service Representative
CAPTEL
Madison, WI
10.2012 - 09.2014
- Provide direct service support to customers on a daily basis via email, fax, mail and phone
- answering questions that may arise regarding their CapTel product.
- Provide education, troubleshooting in order for product to work properly.
- Document patterns and trends identified during troubleshooting and bring this detail to supervisor's attention.
- Conduct monthly follow-ups with customer contacts.
- Knowledge about different types of phone services available.
- Strong oral and written skills to communicate with customers vial mail/email, fax and Live Chat.
- Strong accuracy to detail/data entry for case management and documentation purposes.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Data Entry Clerk
The Alliance
Fitchburg, WI
07.2012 - 10.2012
- Performed tasks necessary to reprice claims.
- Enter alphabetic, numeric or symbolic data from source documents into the computer system.
- Prepared completed claims for mailing.
- Update data for reporting purposes. Sort mail
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Utilized specialized software applications related to the job role.
Data Processing Clerk
HP
Madison, WI
11.2011 - 06.2012
- Managing incoming and outgoing mail.
- Scanning, indexing and electronic filing of confidential information to food share and badger care cases.
- Filing documents up to 45 days per state standards. Education
- Verified data accuracy and completeness against source documents.
- Performed data entry from paper, electronic files or other sources into computer system.
- Entered alphanumeric codes to update and maintain databases.
- Resolved discrepancies between physical count of stock and computer-generated reports.
- Maintained detailed records of all inventory transactions.
- Skilled in accurate and time-sensitive data entry Research documents. Data entry into shared computer system to register request for assistance.
Customer Solutions Representative
HP
Madison, WI
04.2010 - 11.2011
- Schedule Food share and Badger care renewals and interviews.
- Making sure appointments were scheduled correctly.
- Answering phones and problem solving on cases.
- Data entry.
- Maintain patient confidentiality at all times.
- Provided customer service to a variety of clients through phone, email and other channels.
- Resolved customer inquiries in an efficient and timely manner.
- Assisted customers with product selection, ordering, installation and troubleshooting.
- Analyzed customer feedback to identify trends in customer service issues.
- Communicated new product information to customers upon release of products or services.
- Compiled records of customer interactions, transactions, comments and complaints.
Audit File Specialist
Cygnus Business Media
Fort Atkinson, WI
03.2008 - 03.2010
- Customer service for 6 publications of business-to-business magazines.
- Communication skills both written and verbal, attention to detail.
- Handle request through different access channels(phone, fax, email)
- Answered phones and routed them properly.
- Covered front desk duties when needed.
- Set up appointments in conference rooms.
- Opened mail when needed.
- Developed and implemented specialized procedures for customer service operations.
- Generated reports to track performance metrics of team members.
- Researched and analyzed customer feedback to identify areas of improvement.
- Coordinated with other departments to ensure efficient workflow processes.
- Created training materials for new hires on the company's procedures and policies.
- Conducted regular meetings with staff to review progress and address any concerns.
- Assisted in developing strategies to increase customer satisfaction levels.
- Defined team directions and provided guidance to members.
Education
High School Diploma -
Watertown High School
Watertown, WI06-1980
Skills
- Registration management
- Scheduling Diagnostic Procedures
- Insurance company knowledgeable
- Customer Service
- Multitasking and Organization
- Insurance Verification
- Quality Assurance
- Phone and Email Etiquette
- EMR
- Payment Processing
- Money Handling
- HIPAA Compliance
- Registration and Admissions
- Problem-Solving
- Appointment Scheduling
- Patient Registration
- EMR Updating
- Insurance Billing
- Call Screening
Timeline
Patient Access Representative
St. Mary's Hospital Medical Center
01.2024 - Current
Reception Staff
Group Health Cooperative of South Central Wisconsi
09.2022 - 01.2024
Sr. Customer Service Representative
Rotech Healthcare
08.2019 - 09.2022
Client Service Representative
Ciox Healthcare
06.2018 - 06.2019
Customer Service Representative
Jefferson Memory Care
05.2017 - 02.2018
Inside Sales/Customer Service Representative
Parallel Employment Group
03.2017 - 04.2017
Employment Specialist
Co-Staff
09.2016 - 01.2017
Market Research Specialist
RateWatch
05.2015 - 09.2016
Customer Service Representative
TASC
09.2014 - 04.2015
Customer Service Representative
CAPTEL
10.2012 - 09.2014
Data Entry Clerk
The Alliance
07.2012 - 10.2012
Data Processing Clerk
HP
11.2011 - 06.2012
Customer Solutions Representative
HP
04.2010 - 11.2011
Audit File Specialist
Cygnus Business Media
03.2008 - 03.2010
High School Diploma -
Watertown High School
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