Tiffany Holloman

Description

Responsible for general receptionist, registration, and billing duties in a physician office setting.


Principal Accountabilities:


1. Manages phones
2. Greets patients
3. Schedules/confirms appointments
4. Enters demographics & patient information
5. Verifies insurance coverage, complete forms, collect co-pays
6. Balances cash
7. Maintains schedule in EMR system, and processes pre-certs/authorizations & referrals as well as medical records releases.
8. Other related duties as assigned

• Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
• Greets visitors, patients, and families in a friendly professional manner and directs them appropriately.
• Maintains an efficient patient flow through the registration process and provides excellent customer service to patients/families.
• Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers to the appropriate individual/demonstrates appropriate etiquette.
• Informs patients of delay in physician schedules, assists with patient comfort while delayed.
• Posts all self pay charges, collects payments, and provides patient with receipt. Accurately reconciles daily payments. Reconciles billing slips to daily schedule.
• Opens and closes batches properly, accurately reconciles collections, prepares deposits and documents corrections.
• Scans the insurance card, processes insurance verifications utilizing the on-line system, and updates the patient account. Updates patient information including demographics, insurance, HIPAA forms and financial waivers.
• Schedules appointments accurately according to department guidelines; using waitlist when applicable. Confirms future appointments as needed. Review Eligibility and Phone report.
• Schedules and enters orders for diagnostic tests, and procedures, following all appropriate workflows.
• Works cooperatively with Patient Care Resources and clinical staff to ensure timely pre-authorizations.
• Completes referrals according to departmental guidelines and properly enters into the appropriate system.
• Effectively communicates problems, concerns, or issues to the Office Supervisor / Manager appropriately and promptly.
• Performs various clerical duties such as faxing, photocopying, scanning, filing and mailings.
• Demonstrates flexibility with various work schedules, covers for other staff when asked including other office locations.
• Demonstrates the ability to adequately follow downtime procedures.
• Other job duties as required.

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Reduced call resolution time through efficient problem-solving and communication skills.
• Documented and detailed calls and complaints using call center's CRM database.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Addressed customer account discrepancies and concerns.

• Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
• Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
• Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
• Increased efficiency of daily operations by implementing electronic health record system for accurate data management.
• Strengthened relationships with insurance providers, ensuring timely processing of claims and reimbursement approvals.
• Greeted and assisted patients with check-in procedures.
• Followed document protocols to safeguard confidentiality of patient records.
• Provided excellent customer service to patients and medical staff.
• Answered incoming calls, scheduled appointments and filed medical records.
• Verified patient insurance eligibility and entered patient information into system.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.