Tiana Paschall
Lansing,MI
Summary
Senior Patient Access Specialist experienced in front desk operations, prior authorizations, and insurance eligibility verification. Delivered effective solutions through strong problem-solving abilities and leadership in training team members and resolving complex patient access issues. Committed to patient-focused service, maintaining efficiency and accuracy in fast-paced healthcare environments.
Overview
13
13
years of professional experience
Work History
Senior Patient Access Specialist (Remote)
Infusion Associates
East Lansing, Michigan
04.2022 - Current
- Supported front office operations.
- Earned promotion to leadership position due to strong work ethic and exceptional customer service.
- Resolved patient access issues with clear, professional front desk support
- Assisted with scheduling appointments, pre-registration activities, verifying demographics and insurance information.
- Obtained prior authorizations for medically ordered infusion services
- Processed incoming referrals from outside agencies according to established guidelines and policies.
- Verified eligibility and benefits using payer portals and internal systems.
- Tracked pending requests and updated case notes in electronic records.
- Coordinated with physicians, clinics, and billing teams on authorization needs.
- Used administrative knowledge and courteous communication to explain procedures and services to patients.
- Addressed client complaints with timely corrective actions and appropriate referrals, improving patient satisfaction.
- Followed document protocols to protect confidentiality of patient records.
- Provided support to medical staff by obtaining authorizations from insurers for services rendered.
- Collected documentation for referrals, authorizations, and intake packets
- Trained new hires on workplace standards and tasks.
- Created strategies for problem solving and conflict resolution, enhancing team dynamics.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Facilitated a positive environment by greeting patients and visitors, addressing their inquiries, and guiding them with accurate directions and instructions.
Customer Service Representative/Billing (Remote)
Sparrow Hospital
Lansing, Michigan
08.2018 - 03.2022
- Led development of strategies to reduce delinquent payments and enhance customer satisfaction as assistant team lead at Sparrow Financial.
- Clarified insurance details, billing questions, and referral requirements for callers.
- Assisted customers in understanding their bills and navigating the online payment portal.
- Service and support explained invoices, charges, and account changes to customers.
- Resolved conflicts by investigating disputed bills and reviewing account records. by investigating disputed bills through account records and service notes.
- Collaborated with other departments within the company to resolve billing discrepancies quickly and accurately.
- Reviewed account balances and payment histories for billing accuracy.
- Audited patient accounts by running reports on overdue accounts to inform management of outstanding balances due.
- Process improvements by analyzing customer trends to identify areas where processes could be improved or streamlined.
Receptionist
Pediatric Care of Lansing
East Lansing, Michigan
11.2016 - 08.2018
- Patient registration greeted families at pediatric front desk with warm, professional communication.
- Answered incoming calls and routed questions to nursing and billing staff.
- Confirmed appointments, communicated with clients, and updated client records.
- Verified insurance coverage and collected patient demographics for pediatric records.
- Coordinated medical records for patient files, ensuring accuracy and compliance.
- Managed multiple tasks and met time-sensitive deadlines.
- Assisted office staff in preparing reports and presentations for effective internal communication.
- Coordinated repairs and maintenance of office equipment to minimize downtime.
- Coordinated company events with venues and advised staff of pertinent details.
Medical Receptionist
McLaren Greater Lansing/Southside Medical
Lansing, Michigan
04.2014 - 10.2016
- Welcomed McLaren Greater Lansing patients and confirmed demographic information.
- Managed patient check-in and check-out at front desk.
- Verified insurance details, collected co-payments, and recorded patient information during check-in.
- Verified insurance coverage and processed patient intake forms to facilitate efficient patient onboarding.
- Collected and organized insurance details while maintaining accurate patient records to ensure seamless billing.
- Scheduled patient appointments, followed up for confirmations, collected payments, and maintained patient files to enhance front desk operations.
- Informed patients of financial responsibilities prior to rendering services.
- Assisted with referrals and prepared medical records for patients.
- Supported referral coordination and follow-up scheduling with clinical teams.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Scanned documents into EHR systems according to established protocols.
Education
Associate of Applied Science - Business Administration And Management
Lansing Community College
Lansing, MI05-2028
MEDICAL ASSISTANT AND PHLEBOTOMY -
CAREER QUEST LEARNING CENTER
Lansing, MI09-2014
HIGH SCHOOL DIPLOMA -
WAVERLY HIGH SCHOOL
Lansing, MI05-2009
Skills
- Insurance verification
- Prior authorization
- EHR documentation
- Registration management
- Records maintenance
- Healthcare systems navigation
- Customer Service
- Microsoft Office Suite
- Organizational multitasking
- Team collaboration
- Conflict resolution
- Strong interpersonal skills
Timeline
Senior Patient Access Specialist (Remote)
Infusion Associates
04.2022 - Current
Customer Service Representative/Billing (Remote)
Sparrow Hospital
08.2018 - 03.2022
Receptionist
Pediatric Care of Lansing
11.2016 - 08.2018
Medical Receptionist
McLaren Greater Lansing/Southside Medical
04.2014 - 10.2016
Associate of Applied Science - Business Administration And Management
Lansing Community College
MEDICAL ASSISTANT AND PHLEBOTOMY -
CAREER QUEST LEARNING CENTER
HIGH SCHOOL DIPLOMA -
WAVERLY HIGH SCHOOL