Tamatha Norman
Lawrenceville,GA
Summary
Dynamic Patient Service Representative with a proven track record at Northside Hospital Diagnostic Clinic, excelling in customer service and HIPAA compliance. Enhanced patient experience through effective appointment scheduling and insurance verification, significantly reducing wait times. Skilled in electronic health records and fostering positive relationships, ensuring a supportive clinic environment.
Experienced with managing patient interactions and administrative responsibilities. Utilizes effective communication and problem-solving skills to enhance patient satisfaction. Knowledge of healthcare protocols and administrative procedures ensures smooth operations.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
Northside Hospital Diagnostic Clinic
10.2022 - Current
- Facilitated effective communication between patients and healthcare providers to enhance patient experience.
- Managed scheduling of appointments, optimizing clinic workflow and reducing patient wait times.
- Processed patient intake forms accurately, ensuring compliance with hospital policies and procedures.
- Resolved patient inquiries and concerns promptly, fostering a supportive clinic environment.
- Trained new team members on patient service protocols and electronic health record systems.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used AllScripts PM to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Medical Office Assistant
Longstreet Clinic
05.2021 - 10.2022
- Managed patient appointment scheduling to optimize office workflow and reduce wait times.
- Assisted in maintaining accurate electronic health records for compliance and quality assurance.
- Coordinated communication between medical staff and patients to enhance service delivery.
- Implemented process improvements that streamlined office operations and increased efficiency.
- Conducted insurance verification and pre-authorization to ensure timely patient care access.
- Trained new staff on office procedures and electronic systems for improved team performance.
- Responded to patient inquiries with professionalism, enhancing overall patient satisfaction experience.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Updated patient information and insurance details for accurate electronic medical records.
- Used EPIC Software to schedule appointments for doctor visits and procedures.
- Registered patients and completed associated paperwork for accurate records.
- Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Enhanced patient care with timely and accurate data entry of medical histories, prescriptions, and lab results.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed the efficient flow of medical records by confirming accuracy, scanning documents into the EHR system, and securely storing physical copies.
- Promoted excellent customer service experience through prompt responses to voicemails and emails, addressing patient inquiries or concerns.
- Maintained a clean reception area conducive to a professional atmosphere while adhering to safety guidelines during the COVID-19 pandemic.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Phlebotomist
CSL Plasma
08.2017 - 05.2021
- Performed venipuncture and capillary collection techniques to obtain blood samples efficiently.
- Ensured compliance with safety protocols and infection control procedures during blood draws.
- Maintained accurate documentation of donor information and sample tracking in electronic systems.
- Trained and mentored junior phlebotomists on best practices and operational procedures.
- Conducted pre-donation assessments to evaluate donor eligibility and health status accurately.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Provided support to laboratory staff, facilitating prompt analysis of collected samples for expedited results delivery.
- Trained new phlebotomists in proper blood collection techniques and safety protocols, elevating overall quality of care.
- Identified veins suitable for venipuncture with precision, minimizing discomfort for patients.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Verified patients' identification for proper sample collection.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
Education
Phlebotomist - Phlebotomy
North Georgia Nursing Academy
Flowery Branch, GA04-2017
Certified Nursing Assistant - Nursing Practice
American Professional Institute
Gainesville, GA03-2011
Associate of Business Administration - Business Administration
North Georgia Technical College
Clarkesville, GA06-1999
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Patient intake
- Payment collection
- Scheduling appointments
- Medical terminology
- Patient greeting
- Medical insurance
- Office administration
- Data entry proficiency
- Medicaid
- Electronic health records
- Queue management
- Typing 40 wpm
- Insurance billing
Timeline
Patient Service Representative
Northside Hospital Diagnostic Clinic
10.2022 - Current
Medical Office Assistant
Longstreet Clinic
05.2021 - 10.2022
Phlebotomist
CSL Plasma
08.2017 - 05.2021
Phlebotomist - Phlebotomy
North Georgia Nursing Academy
Certified Nursing Assistant - Nursing Practice
American Professional Institute
Associate of Business Administration - Business Administration
North Georgia Technical College