Susan Cloak
Langeloth,PA
Summary
Dedicated Patient Access Representative with expertise in insurance verification and HIPAA compliance. Strong problem-solving and relationship-building skills enhance patient experiences and streamline processes.
Overview
11
11
years of professional experience
Work History
Patient Access Representative
Canonsburg Hospital
Canonsburg, PA
12.2020 - Current
- Facilitated patient check-in processes, ensuring accurate data entry and compliance with hospital policies.
- Managed insurance verification procedures, enhancing approval rates for patient services.
- Coordinated with clinical staff to optimize patient flow and reduce wait times in emergency department.
- Trained new team members on electronic health record systems, improving onboarding efficiency.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Enabled better patient care with thorough pre-visit preparations and clear communication of patient needs.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
Assistant Store Manager
Dollar General
Kittanning, PA/ Slovan
12.2014 - 12.2020
- Supervised daily operations to ensure efficient store performance and customer satisfaction.
- Trained and mentored staff on best practices in merchandising and customer service techniques.
- Developed schedules to optimize workforce productivity while maintaining labor cost controls.
- Addressed customer inquiries and resolved issues promptly, enhancing overall shopping experience and loyalty.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
Education
High School Diploma -
Ford City Jr/Sr High School
Ford City PA06-1983
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Multitasking and organization
- Phone and email etiquette
- Healthcare systems navigation
- Problem-solving
- Relationship building
- Payment processing
- Regulatory compliance
- Paging systems
- Friendly and outgoing
- Patient identity verification
- Health insurance knowledge
- Calm and effective under pressure
- Insurance verifying
- Multi-line telephone systems
- Gathering information from patients
- Patient confidentiality and data security
Timeline
Patient Access Representative
Canonsburg Hospital
12.2020 - Current
Assistant Store Manager
Dollar General
12.2014 - 12.2020
High School Diploma -
Ford City Jr/Sr High School