Susan Hayes
Gloversville,NY
Summary
Dynamic Patient Registration Representative with a proven track record at Nathan Littauer Hospital, excelling in insurance verification and patient relations. Enhanced workflows to reduce registration time, boosting patient satisfaction. Known for professionalism and critical thinking, ensuring compliance with HIPAA while maintaining confidentiality and delivering exceptional service in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Patient Registration Representative
Nathan Littauer Hospital
Gloversville, NY
11.2025 - 01.2026
- Processed patient registrations efficiently, ensuring accurate data entry and compliance with hospital policies.
- Assisted patients in completing registration forms, clarifying insurance information and healthcare options.
- Maintained confidentiality of patient records while adhering to HIPAA regulations during all interactions.
- Collaborated with clinical staff to verify patient demographics and update electronic health records promptly.
- Responded to inquiries about hospital services, appointments, and billing procedures with professionalism and clarity.
- Developed improved workflows for document processing, reducing registration time and enhancing patient satisfaction.
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Gathered demographic and insurance information to register patients for medical appointments.
- Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
Call Center Representative
Miracle Ear
Johnstown, NY
05.2024 - 08.2024
- Provided excellent customer service by addressing inquiries and resolving issues efficiently.
- Assisted clients in selecting appropriate hearing aids based on individual needs and preferences.
- Maintained accurate records of customer interactions and transactions using CRM software.
- Collaborated with team members to improve call handling processes and enhance overall service quality.
- Adapted quickly to new products and services, ensuring up-to-date knowledge for effective support.
- Streamlined appointment scheduling, reducing wait times and increasing customer satisfaction ratings.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Direct Support Professional
Lexington ARC
07.2018 - 02.2024
- Assisted individuals with daily living activities, fostering independence and personal growth.
- Supported clients in developing social skills through structured engagement and communication strategies.
- Implemented behavior management techniques to promote positive interactions among clients.
- Documented client progress and incidents accurately, ensuring compliance with care plans and protocols.
- Trained new staff on procedures, enhancing team efficiency and service quality.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
Education
High School Diploma -
Oppenheim Ephratah St Johnsville CSD
St Johnsville NySkills
- Payment collection
- Insurance verification
- Patient confidentiality
- Eligibility determination
- Patient relations
- Professionalism and ethics
- Data entry
- Healthcare industry
- HIPAA compliance
- Time management
- Computer proficiency
- Critical thinking
- Adaptable and flexible
Timeline
Patient Registration Representative
Nathan Littauer Hospital
11.2025 - 01.2026
Call Center Representative
Miracle Ear
05.2024 - 08.2024
Direct Support Professional
Lexington ARC
07.2018 - 02.2024
High School Diploma -
Oppenheim Ephratah St Johnsville CSD