Accomplished Senior Patient Care Representative with 15 years of experience in healthcare administration and patient management. Expertise in implementing electronic medical records systems, enhancing operational efficiency, and ensuring compliance with HIPAA regulations. Proven ability to train staff, resolve billing discrepancies, and maintain high patient satisfaction ratings through effective communication and problem-solving skills. Committed to improving patient experiences and streamlining registration processes in a fast-paced healthcare environment.
Compassionate professional in healthcare patient relations, known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, patient advocacy, and health information privacy practices. Excel at communication, empathy, and problem-solving to enhance patient satisfaction and support healthcare objectives.
Overview
18
18
years of professional experience
1989
1989
years of post-secondary education
1
1
Certification
Work History
Senior Patient Care Representative
Christiana Care Health System
Elkton
05.2021 - Current
Managed patient registration process, ensuring accurate and timely collection of demographic and insurance information
Implemented electronic medical records system, resulting in improved efficiency and reduced paperwork errors
Collaborated with healthcare providers to verify insurance coverage and obtain necessary authorizations for procedures
Maintained confidentiality of patient information in compliance with HIPAA regulations
Resolved billing discrepancies by coordinating with patients, insurance companies, and billing departments
Assisted patients with completing necessary forms and provided guidance on financial assistance programs
Responded to inquiries from patients regarding appointment scheduling, medical records requests, and general information about the facility
Coordinated referrals to specialists or other healthcare facilities as required by physicians' orders
Performed data entry tasks accurately and efficiently to update patient records
Ensured smooth flow of patients through the registration process by managing waiting areas effectively
Trained new staff members on registration procedures, software systems, and customer service protocols
Developed strong relationships with patients through effective communication skills and empathetic interactions
Contributed to quality improvement initiatives by providing feedback on registration processes and suggesting improvements for enhanced patient experience
Assisted in maintaining an organized filing system for medical records while adhering to privacy regulations
Collaborated with the finance department to resolve issues related to insurance claims processing and reimbursement delays
Participated in team meetings to discuss operational challenges, share best practices, and implement process improvements
Provided administrative support such as answering phone calls, scheduling appointments, faxing documents etc
Utilized problem-solving skills when addressing complex patient inquiries or concerns
Worked closely with clinical staff to ensure seamless coordination between front desk operations and patient care activities
Increased accuracy of data entry by implementing double-check procedures during high-volume periods
Achieved a satisfaction rating of XX% from patients based on post-registration surveys
Collaborated with IT department to troubleshoot and resolve software or hardware issues affecting registration processes
Assisted in the development and implementation of training programs for new registrars
Maintained knowledge of insurance plans, coverage limitations, and billing requirements to facilitate accurate patient registration
Managed a high volume of registrations daily while maintaining attention to detail and accuracy
Patient Service Representative
Jennersville regional hospital
West Grove
01.2008 - 05.2021
Managed patient check-in processes to ensure smooth admissions.
Handled scheduling and coordination of patient appointments effectively.
Assisted patients with insurance verification and benefits inquiries.
Collaborated with healthcare staff to address patient needs promptly.
Verified insurance information, collected payments, and scheduled appointments.
Adhered to HIPAA regulations when handling confidential patient information.
Assisted with scheduling follow-up appointments according to provider availability.
Inputted patient demographic data into electronic health record system.