Tiffany Smith
San Dimas,CA
Summary
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
City of Hope
10.2022 - Current
- Conducts all patient/guarantor correspondence account follow-up and documents in work queues
- Responds to all incoming customer service patient inquiries (telephone, fax, mail and web-based patient portal), complaints or issues regarding patient billing and collections
- Performs all guarantor/patient customer service
- Patient billing and handles patient/guarantor billing /claim inquiries, processing patient payments, establishing patient payment agreements for payment plans, updating patient’s demographic and /or insurance updates, processing statement requests, taking corrective action(s) to address patient inquiry including resolving account disposition
- Maintains a positive customer service image when dealing with staff, patients, physicians, City of Hope employees, insurance companies and other outside vendors
Contact Center Representative III/New Patient Scheduler
City of Hope
03.2016 - 10.2022
- Manage a high volume monitored and recorded outbound and incoming telephone calls
- New patient registration and scheduling, coordination with doctors, staff, nurses, and other medical departments
- Insurance verification utilizing electronic eligibility system, payer websites and phone, provide quote for self pay
- Provide information and other additional resources for Medi-care/Medi-cal plans and other programs
- Document calls and schedule appointments in Epic/Salesforce
- Contact patients when necessary to obtain correct and updated information
- Complete MSPQ With Medicare patients when necessary
- Communicate with providers, care team, and leadership to facilitate timely and appropriate scheduling
- Responds to calls from a variety of patients inquiring about their care and treatment at City Of Hope
- Identify crisis situations, collect key information, and manage calls accordingly
- Help ensure department policies are being followed
- Provide exceptional customer service, execute frontline duties, and ensure quality assurance
- Perform other duties as assigned
Receptionist
Via Verde Medical Group
11.2014 - 03.2016
- Scheduled for 3 practitioners, scan insurance cards and online insurance verification
- Input new patient paperwork into EMR (Nextgen)
- Checked patients in/out for their appointments
- Heavy call volume and dealt with all referring physicians, patients and documented all phone messages in EMR
- Maintained patient information using electronic medical record system
- Collected co-pays and documented in Nextgen
Probation Clerk
U.S. Probation
08.2006 - 10.2011
- Worked closely with defendants and their lawyers to process documents within federal deadlines
- Responsible for processing court documents related to criminal offenses
- Ensured accuracy of data in the Probation Automated Case Tracking System (PACTS)
- Reception duties, including: researched information for other government agencies, greeted visitors for appointments, answered phones, and answered questions regarding Probation
- Pulled files and updated court records
Education
High School Diploma -
Coronado School
West Covina, CASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
Certification
- Medical Terminology I and II
- Medical Front Office Assisting
- Medical Billing I and II
Professional Highlights
- Patient scheduling, insurance verification and medical terminology
- Claims processing, data entry & payment processing, HIPAA Compliance
- Knowledge of private and HMO payors, Medi-care, Medi-cal plans
- Exceptional leadership, collaboration, and organizational skills
- Proficient in Epic/Salesforce, Microsoft Office
- Excellent telephone etiquette, good verbal and written communication/interpersonal skills, versatile
- Strong follow-up skills, ability to multitask efficiently, critical thinking, attention to detail, adaptable, strong clerical skills
- Ability to develop and maintain strong working relationships, and work both independently and as a team with little to no supervision.
Timeline
Customer Service Representative
City of Hope
10.2022 - Current
Contact Center Representative III/New Patient Scheduler
City of Hope
03.2016 - 10.2022
Receptionist
Via Verde Medical Group
11.2014 - 03.2016
Probation Clerk
U.S. Probation
08.2006 - 10.2011
High School Diploma -
Coronado School
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