Wanda Chism
Sicklerville
Summary
Dynamic Patient Service Representative with a proven track record at Optum Primary Care, excelling in customer service and insurance verification. Enhanced patient satisfaction through effective communication and process improvements, while maintaining HIPAA compliance. Skilled in electronic health records and adept at fostering trust in high-pressure environments.
Overview
27
27
years of professional experience
Work History
Experience Patient Service Representative
Optum Primary Care
Mount Ephraim, NJ
03.2019 - Current
- Managed patient scheduling and appointment coordination for optimal clinic efficiency.
- Facilitated communication between patients and healthcare providers to ensure timely service delivery.
- Resolved patient inquiries and concerns, enhancing overall patient satisfaction and experience.
- Implemented process improvements that streamlined administrative workflows in a high-volume environment.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
Call Center Representative
Continuum Health
Marlton, NJ
03.2012 - 12.2018
- Managed high-volume inbound calls, providing exceptional customer service and support.
- Resolved complex inquiries efficiently, ensuring customer satisfaction and retention.
- Documented interactions and maintained accurate records in CRM systems for compliance.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Addressed customer account discrepancies and concerns.
Collections Representative
Continuum Health
Marlton, NJ
01.2015 - 01.2017
- Managed collections processes, ensuring timely resolution of outstanding accounts.
- Collaborated with patients to establish payment plans and address billing inquiries.
- Utilized CRM software to track interactions and follow-up on delinquent accounts.
- Conducted regular audits of accounts to identify discrepancies and recommend corrective actions.
- Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
Medical Billing Representative
Atlantic Medical Imaging
Mt. Laurel, NJ
02.1999 - 12.2010
- Processed insurance claims accurately, ensuring timely reimbursement for medical services provided.
- Reviewed patient accounts for discrepancies, resolving billing issues efficiently to enhance customer satisfaction.
- Collaborated with healthcare providers to clarify service details, ensuring accurate coding and documentation for claims submission.
- Conducted periodic audits of billing records to identify errors or inconsistencies, ensuring proper documentation for future reference.
- Posted and adjusted payments from insurance companies.
- Handled account payments and provided information regarding outstanding balances.
Education
High School Diploma - Business
Lincoln Business Institute
Pennsauken, NJ06-1987
High School Diploma -
Camden High School
Camden, NJ06-1984
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Payment collection
- Electronic health records
- Experienced in Microsoft Word, Epic, Excel, Zotec, IDX, Cerner, Navient, Availity
- Medical manager software, Athen
Timeline
Experience Patient Service Representative
Optum Primary Care
03.2019 - Current
Collections Representative
Continuum Health
01.2015 - 01.2017
Call Center Representative
Continuum Health
03.2012 - 12.2018
Medical Billing Representative
Atlantic Medical Imaging
02.1999 - 12.2010
High School Diploma - Business
Lincoln Business Institute
High School Diploma -
Camden High School