TRACEY DANIELS

Atlantic Health System

Patient Access Representative May 2024 - Present

• Conduct detailed denial analyses to identify trends such as inactive insurance or COB mis-sequencing, leading to the

implementation of effective corrective actions and improved clean claim rates.

• Prepare and present departmental performance metrics to leadership, outlining eligibility errors, denial trends, and clean claim

rates to drive continuous process improvement.

• Train and mentor new hires on payer requirements, RTE verification, and Medicare Secondary Payer processes, fostering a

knowledgeable team environment.

• Guided customers through product selection, ordering, billing, returns, exchanges, and technical support to streamline their experience.
• Resolved customer inquiries by providing timely solutions to issues, enhancing customer satisfaction.
• Educated customers on product features and service options available.
• Recorded customer interactions and transactions accurately to support service continuity.

• Contacted customers to collect payment on past dues accounts.
• Prepared statements and communicated payment options to delinquent accounts, facilitating resolution of outstanding balances.
• Established and monitored payment plans.
• Managed escalations from clients, ensuring timely resolution and maintaining client satisfaction.
• Collaborated to meet standards and goals, monitoring incentives and collections performance metrics.
• Analyzed and maintained unapplied cash and credit balances with cash applications.
• Performed skip tracing within established compliance and best practice procedures.
• Documented customer accounts within company systems describing customer interaction and collection efforts.
• Acted as liaison between patients, insurance companies, and provider representatives.

• Built appropriate rapport with customers and clients.
• Built relationships and trust with customers through open and interactive communication.
• Screened calls and customer requests and distributed to account managers.
• Handled customer questions and inquiries in quick, accurate and professional manner.
• Researched, documented and resolved errors promptly, accurately and efficiently.
• Gathered customer information, access and fulfilled customer needs.
• Built appropriate rapport with customers and clients.

• Confirmed patient eligibility and benefits and identified co-payments, coinsurance and deductible amounts.
• Confirmed patient eligibility and benefits, identifying co-payments, coinsurance, and deductible amounts for billing accuracy.
• Updated patient financial records to reflect current status and ensure accurate billing.
• Collected and processed patient credit card payments.
• Resolved payment discrepancies by communicating with insurance companies and funding sources.
• Communicated with customers regarding billing concerns.
• Received and updated records about financial status of patients.
• Functioned independently, within a collaborative team environment.