Laura Difabrizio
Rising Sun
Summary
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.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Registered patients by verifying records to update computer system and patient charts.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Verified demographics and insurance information to register patients in computer system.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Stayed current on community-based resources and services useful to patients.
- Taught volunteers how to relate to guests, uphold patients' rights and respond to specific issues.
Education
Coding - Medical Billing Coding
Harris School of Business
PA 09.2000 - 05.2000
West Chester East
West Chester , PaSkills
- Medical office experience
- Microsoft Excel
- Time management
- Microsoft Office
- Computer skills
- Customer service
- Organizational skills
- Patient registration
- Insurance verification
- Electronic medical records
- Billing resolution
- Record management
- Customer relationship management
- Appointment scheduling
- Data entry accuracy
- Compliance adherence
- Problem solving
- Effective communication
- Team collaboration
- Staff training
- Patient advocacy
- Healthcare industry
- Strong interpersonal skills
- Medical billing
- Exceptional communication
- Cross-cultural sensitivity
- Medical terminology proficiency
- Patient confidentiality
- Professionalism and ethics
- Organizational growth
- Relationship building
- Registration and admissions
- Referral coordination
- Conflict resolution
- Team leadership
- Customer follow-up
- Multitasking and organization
- Work quality evaluation
- Medical terminology
- Scheduling diagnostic procedures
- Health insurance knowledge
- Regulatory compliance
- EMR updating
- Payment processing
- Privacy regulations knowledge
- Policy understanding
- Pre-admission requests
- Appointment reminders
- Flexible schedule
- Complaint processing
- Resource allocation
- Records maintenance
- Insurance company billing
- Paging systems
- Verbal and written communication
- Strong empathy
- Phone and email etiquette
- Medical coding
- Admitting coordination
- EMR
- Quality assurance
- Intake assessment
- Registration management
- Electronic health records
- Patient check-in
- Problem-solving
- Healthcare systems navigation
- HIPAA compliance
- Friendly and outgoing
- Patient identity verification
- Patient education
- Post-discharge care coordination
- Eligibility determination
- System updating
Certification
Driver's License
Timeline
Senior Patient Care Representative
Christiana Care Health System
05.2021 - Current
Patient Service Representative
Jennersville regional hospital
01.2008 - 05.2021
Coding - Medical Billing Coding
Harris School of Business
09.2000 - 05.2000
West Chester East
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