Hi, I’m
Tequanithia Missouri
Washington,DC
Summary
Organized Patient Service Representative with 10+ years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
24
years of professional experience
Work History
Medstar Urgent Care
Patient Service Coordinator
08.2023 - Current
Job overview
- Adheres to the MedStar Prompt Care Code of Conduct and its Compliance plan
- Closely monitors patient flow, wait times and patient comfort levels in the reception area
- Collaborates with back office staff/ triage in support of optimum patient flow
- Communicates availability of appropriate programs and services to patients (examples: Discount Cash programs, wait at home, flu vaccine availability); supports Marketing initiatives and may serve as an extension of the Marketing team
- Completes all mandatory continuing education as established including OSHA, CPR, infection control, billing, and safety
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards
- Complies with governmental and accreditation regulations
- Coordinates patient care programs that allow patient to wait at home; contacts patients in the virtual waiting room when a room is ready
- Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives, service and patient care philosophies
- Exceeds patient expectation by greeting them, coming around the reception desk to assist and communicating frequently regarding wait time
- Manages the financial aspects of the front office, including credit card transactions, receipts, cash and checks; logs and reconciles all patient monies in accordance with policy
- Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance and explains patient responsibility to patients; collects copayment prior to care
- Manages the patient discharge process which may include issuing discharge paperwork, prescriptions, collecting patient monies, inputs charges into the system
- Participates in multidisciplinary quality and service improvement teams as appropriate
- Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate
- Performs other duties as assigned, including Medical Assistant duties as included on the Clinical Care Specialist/ M.A
- Job description
- Schedules follow up visits when appropriate (e.g., occupational injury follow up, suture removal, high risk patients who are unable to get into their physician timely)
- Sorts and distributes clinic mail
- Supports organizational initiatives related to new technology, clinical programs and improving the patient experience; seeks opportunities for improvement in all clinic administrative processes and services
- Supports other members of the clinical team when patient bottlenecks occur; may be asked to assist in bringing patients back to triage and assuring optimal patient flow; manages variable and unpredictable patient volume throughout the workday
- Takes personal responsibility for the neat appearance of the front office, patient restrooms and the reception area, assuring each area represents MedStar Prompt Care in a positive manner
- Takes phone calls in accordance with policy and service expectations for those customers on the phone as well as those in the clinic; disseminates messages appropriately utilizing available technology as appropriate; prioritizes calls appropriately.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
National Rehabilitation Hospital
Office Assistant
02.2022 - 08.2023
Job overview
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
- Greets and assists patients on the telephone and in person by triaging patient inquiries and concerns to appropriate clinical and non-clinical team members. Promptly answers assigned extensions using the correct salutation and follows script and completes patient reminder calls processes and procedures as assigned.
- Completes the preliminary intake efficiently, accurately and completely; performs patient updates, scanning, registration, patient scheduling of initial and follow-up appointments based on insurance guidelines, and messaging in the department's practice management (PM) system (if applicable), electronic health record (EHR) or electronic medical record (EMR) depending on department/site.
- Performs insurance verification to ensure accuracy of clean claim(s) submission. Coordinates services/authorizations for patients, as assigned, monitoring appropriate reports daily to prevent write off's.
- Demonstrates proficiency with the billing portion of the PM system to include: guarantor information, benefit information, insurance information, insurance priority, episode of care information, open HMO referrals, alternate insurances and system notes (if applicable).
- Functions as an insurance liaison to include; accurate verifications, precise case management, validation and completion of authorizations, and retrieval of denials.
- Completes and/or ensures accurate collection of patient payments and payment reconciliation via EMR payment log, completes charge entry reconciliation, prepares of bank deposits and cash receipt logs, as assigned.
- Runs daily and weekly EMR administrative reports for clinic; manages `At a Glance Alerts' and reports in EMR systems; manages/reconciles reports (not in EMR) (Task List, Unbilled Report, etc).
- Assembles financial paperwork and medical record paperwork for physicians and/or clinical team; assists patients with completing of required office forms, reviews all patient information for accurateness and completeness and witnesses all financial forms as required. Communicates duplicate or multiple medical record accounts to appropriate medical records personnel for merging.
- Requests and obtains referrals, medical records or diagnostic reports from internal and external providers, as assigned.
- Monitors and handles case management for patients in the EHR system, as assigned.
- Maintains waiting area in clean and neat condition, restocking materials as needed. Monitors administrative supplies and keeps administrative supplies at par levels.
- Responds to all payer-specific questions from patients and clinical providers, as appropriate.
- Participates in administrative team connections with referring physician practices in order to establish positive relationships to maintain and increase referrals and site productivity.
- Demonstrates the ability to successfully train and oversee team members in Office Coordinator/Supervisors absence.
- Helps to resolve conflict with effective verbal and written communication in an appropriate manner. Directs, guides, and mentors associates to carry out tasks created by administrative leadership and clinical leadership.
- In the Outpatient Sites: Assists with patient registration systems, and assists with patient scheduling and scanning of patient care administrative documents in electronic medical record (EMR) systems. Performs insurance verification and coordinates services/authorizations for patients and collects co-payments and performs daily cash receipt responsibilities.
- In the Physician Centers Only: Registers and schedules patients for a variety of different physician specialty clinics as well as modifying physician schedules upon request. Works closely with Patient Insurance Specialists, secretaries and nurses to coordinate and schedule procedures and clinics.
- In the Physician Centers Only: Registers and schedules patients for a variety of different physician specialty clinics as well as modifying physician schedules upon request. Works closely with Patient Insurance Specialists, secretaries and nurses to coordinate and schedule procedures and clinics.
Children's National Medical Center
Senior Patient Access Representative
10.2022 - 03.2024
Job overview
- Coordinated pre-authorization requests with insurers efficiently reducing medical claim denials.
- Resolved complex billing issues, ensuring accurate financial records and timely payments from patients and insurers.
- Improved patient satisfaction by providing timely and accurate appointment scheduling.
- Maintained up-to-date knowledge of changing industry regulations ensuring compliance at all times.
- Ensure accuracy of scheduling patients using the applicable scheduling system for the department: schedule routine and add-on exams; schedule complex radiological exams prior to the patient's arrival.
- Complete computer aided, on-line registration screen with parent/guardian via telephone or in person in professional & courteous manner. Complete bedside registration based on assigned work space.
- Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards for registration accuracy: Bedside registration conducted for ED patients; Bedside registration conducted when appropriate for Inpatients.
- Greet patients and parents courteously. Arrive patient in appropriate system based on department policy.
- Obtain required consents for department & ensure distribution of compliance related materials (i.e. HIPPA Privacy Notice, Patient Rights). Obtain copy of insurance card and photo ID to be stored in medical record (copy or scan activity required). Ensure applicable insurance company and CNMC HIM department receive copies of appropriate forms/documentation. Complete all documentation in accordance with department policy and procedure.
- Verify insurance eligibility using applicable eligibility system. Ensure that managed care carve outs (lab and radiology carve outs) are adhered to. Notify insurance companies or review agency as required by hospital contract and document notification as defined by policy.
- Advise leadership of any authorization issues at the time of check-in: Identify surgeries/diagnostic testing without an authorizations; Contact provider’s office or scheduling coordinator to address issue timely without delaying patient care.
- Notify parents of the need for completed insurance referral form or pre-authorization prior to scheduled/unscheduled appointment.
- Discuss co-payment, deposits, payment in full, or past due balance collections with parents in a professional & courteous manner.
- · Counsel parents or refers parent to Financial Information Center (FIC) for establishing payment schedule or method of payment.
- Verify insurance information is complete prior to procedure, and collect and verify pre-authorization/referral information: Obtain authorizations 5 days in advance of service; Interface with insurance companies as needed; Document activity in “account notes” following standards set by department; Complete complex authorization process for IP services.
- Utilize all systems where patient information may be to verify that systems are in synch.
MedStar Health Urgent Care
Patient Services Coordinator
07.2018 - 02.2022
Job overview
- Adheres to the MedStar Prompt Care Code of Conduct and its Compliance plan
- Closely monitors patient flow, wait times and patient comfort levels in the reception area
- Collaborates with back office staff/ triage in support of optimum patient flow
- Communicates availability of appropriate programs and services to patients (examples: Discount Cash programs, wait at home, flu vaccine availability); supports Marketing initiatives and may serve as an extension of the Marketing team
- Completes all mandatory continuing education as established including OSHA, CPR, infection control, billing, and safety
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards
- Complies with governmental and accreditation regulations
- Coordinates patient care programs that allow patient to wait at home; contacts patients in the virtual waiting room when a room is ready
- Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives, service and patient care philosophies
- Exceeds patient expectation by greeting them, coming around the reception desk to assist and communicating frequently regarding wait time
- Manages the financial aspects of the front office, including credit card transactions, receipts, cash and checks; logs and reconciles all patient monies in accordance with policy
- Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance and explains patient responsibility to patients; collects copayment prior to care
- Manages the patient discharge process which may include issuing discharge paperwork, prescriptions, collecting patient monies, inputs charges into the system
- Participates in multidisciplinary quality and service improvement teams as appropriate
- Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate
- Performs other duties as assigned, including Medical Assistant duties as included on the Clinical Care Specialist/ M.A
- Job description
- Schedules follow up visits when appropriate (e.g., occupational injury follow up, suture removal, high risk patients who are unable to get into their physician timely)
- Sorts and distributes clinic mail
- Supports organizational initiatives related to new technology, clinical programs and improving the patient experience; seeks opportunities for improvement in all clinic administrative processes and services
- Supports other members of the clinical team when patient bottlenecks occur; may be asked to assist in bringing patients back to triage and assuring optimal patient flow; manages variable and unpredictable patient volume throughout the workday
- Takes personal responsibility for the neat appearance of the front office, patient restrooms and the reception area, assuring each area represents MedStar Prompt Care in a positive manner
- Takes phone calls in accordance with policy and service expectations for those customers on the phone as well as those in the clinic; disseminates messages appropriately utilizing available technology as appropriate; prioritizes calls appropriately.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Capital Caring
Unit Secretary
01.2017 - 07.2018
Job overview
- Correspond with the Referral Department via emails/telephones for admissions
- Electronically input patient data into EMR, Hummingbird, HBC and Millennium system
- Facilitated with the Charge Nurse and Department Manager via email or telephone to gather patient information for Admission and Discharge instructions
- Organized and maintained the entire medical unit by filing patient medical records, breaking down medical charts for record keeping
- Established new admission patient record by preparing medical charts, folders and inputting patient identification information
- Facilitated with the Charge Nurse, Department Manager, Medical Records and Referral Specialist via email or telephone to gather patient information for Admission and Discharge instructions.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
United Cerebral Palsy
Direct Support Professional
10.2017 - 04.2018
Job overview
- Conduct initial assessments of clients prior to providing supervision and protective oversight of assigned clients with intellectual disabilities
- Research and maintain ongoing knowledge and understanding of individual’s plan of care to include medical and program participation data
- Assist in the development and preparation of individual plans and daily, weekly and monthly assessments
- Plan, develop and conduct program evaluations to ensure program goals and objectives are exceeded
- Provide written evaluation and progress reports at specific intervals to include daily data collection on formal goals and objectives.
National Children’s Center
Program Instructor
03.2015 - 10.2017
Job overview
- Conduct initial assessments of clients prior to providing supervision and protective oversight of assigned clients with intellectual disabilities
- Research and maintain ongoing knowledge and understanding of individual’s plan of care to include medical and program participation data
- Assist in the development and preparation of individual plans and daily, weekly and monthly assessments
- Plan, develop and conduct program evaluations to ensure program goals and objectives are exceeded
- Provide written evaluation and progress reports at specific intervals to include daily data collection on formal goals and objectives.
Bridgepointe-Hadley Campus
Medical/Surgical Intensive Care Unit Secretary
08.2010 - 06.2014
Job overview
- Organized and maintained the entire medical unit by filing patient medical records, breaking down medical charts for record keeping
- Established new admission patient record by preparing medical charts, folders and inputting patient identification information
- Facilitated with the Charge Nurse and Department Manager via email or telephone to gather patient information for Admission and Discharge instructions
- Transcribed all doctors, nurses and respiratory therapist medical orders to help maintain patient care
- Recorded and measured patient vital signs and electrocardiograms in addition to glucose tests.
Greater Southeast Community Hospital
Surgical Certified Nursing Assistant
10.2000 - 08.2003
Job overview
- Provided exceptional patient care to ensure their health, safety and welfare were maintained
- Assisted with the control and maintenance of daily operations within the Emergency Room
- Recorded all patient vital signs and blood glucose measurements for registered nursing staff
- Followed all medical documentation procedures to remain in compliance with all applicable policies and procedures
- Provided nurses with completed EKG’s and Blood Drawing, also started IV’s.
Education
American Red Cross, Washington, DC
High School Diploma
Skills
- Microsoft Office Suite-Word, Excel, PowerPoint, Outlook
- HIPPA/Initial Assessments/Written Evaluations
- Daily/Weekly/Monthly Client Reports
- MEDISKED-Medical Database Software
- ICD-9: Medical Billing/Coding Software
- Typing 40 WPM/Multi-phone Telephone System/Facsimile
- Expert: Spreadsheets/Reports
- Proficient: CPSI medical operating system/medical data entry
- Healthcare Systems Knowledge
- Multitasking and Organization
- Team Collaboration
- HIPAA Compliance
Skillsqualificationscertifications
- Microsoft Office Suite-Word, Excel, PowerPoint, Outlook
- HIPPA/Initial Assessments/Written Evaluations
- Daily/Weekly/Monthly Client Reports
- MEDISKED-Medical Database Software
- ICD-9: Medical Billing/Coding Software
- Typing 40 WPM/Multi-phone Telephone System/Facsimile
- Expert: Spreadsheets/Reports
- Proficient: CPSI medical operating system/medical data entry
Timeline
Patient Service Coordinator
Medstar Urgent Care
08.2023 - Current
Senior Patient Access Representative
Children's National Medical Center
10.2022 - 03.2024
Office Assistant
National Rehabilitation Hospital
02.2022 - 08.2023
Patient Services Coordinator
MedStar Health Urgent Care
07.2018 - 02.2022
Direct Support Professional
United Cerebral Palsy
10.2017 - 04.2018
Unit Secretary
Capital Caring
01.2017 - 07.2018
Program Instructor
National Children’s Center
03.2015 - 10.2017
Medical/Surgical Intensive Care Unit Secretary
Bridgepointe-Hadley Campus
08.2010 - 06.2014
Surgical Certified Nursing Assistant
Greater Southeast Community Hospital
10.2000 - 08.2003
American Red Cross
High School Diploma
Certification
- Patient Service Coordinator Trainer form 2020 to present
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridImportant To Me
Career advancementFlexible work hoursHealthcare benefitsWork from home optionPaid time off401k matchPaid sick leaveTeam Building / Company RetreatsAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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