Yashica Chalmers

• Patient Intake: Managed professional front-desk check-in and check-out processes, scheduled appointments, and validated patient demographics.
• Insurance & Eligibility: Utilized the Palmetto portal to perform MBI lookups to verify insurance eligibility and apply appropriate billing codes for Annual Wellness Visits (AWVs).
• EHR & Documentation: Navigated Epic daily to audit and prepare patient medication lists; scanned insurance cards and Explanation of Benefits (EOBs) into the billing system.
• Information Management: Processed medical records release requests daily via fax and various payor portals in compliance with privacy guidelines.

• High-Volume Response: Managed a high volume of calls (100+ daily), exceeding performance targets by 97% while maintaining exceptional service levels.
• Insurance Verification & Estimation: Verified patient insurance eligibility, determined out-of-pocket patient liability, and created accurate cost estimates based on coverage details to secure pre-service commitments.
• Technical Assistance: Provided technical support to patients, assisting them with navigating patient records, scheduling appointments, and using healthcare software and mobile applications.
• Problem Resolution: Resolved complex patient scheduling and system inquiries, leveraging internal knowledge base articles and resources to reduce call resolution time by 20%.

• Patient Admissions & Intake: Interviewed incoming patients prior to urgent care admissions to gather accurate demographic, insurance, and emergency contact information, managing the full-cycle intake process.
• Financial & Liability Determination: Handled critical revenue cycle front-desk functions, including verifying insurance benefits, determining patient liability, and collecting point-of-service copayments.
• Chart Navigation & Compliance: Accessed medical record software to safely navigate patient charts, schedule clinical appointments, and document details while maintaining strict adherence to HIPAA guidelines.
• Complaint Resolution: Addressed challenging patient inquiries or service issues, resolving account folders and registration discrepancies to ensure a positive patient experience.
• Patient Portal Support: Provided technical onboarding and support to patients, assisting with portal account setup, multi-factor password resets, and walkthroughs of mobile application features.