Vernell Sobers
Baltimore
Summary
Results-driven Ambulatory Practice Coordinator with expertise in optimizing patient scheduling and operational workflows. Led staff training and implemented process improvements to ensure HIPAA compliance and enhance customer service. Managed electronic health records while building strong patient relationships.
Overview
41
41
years of professional experience
Work History
AMBULATORY PRACTICE COORDINATOR
University Of Maryland Medical System
Baltimore
01.2010 - Current
- Coordinated patient scheduling for multiple departments within the healthcare system.
- Managed electronic health records to ensure accurate patient documentation.
- Facilitated communication between medical staff and patients for optimal care delivery.
- Organized administrative workflows to improve clinic operations and efficiency.
- Supported training initiatives for new staff on operational procedures and protocols.
- Assisted in compliance with regulatory standards and health policies within the practice.
- Implemented process improvements to enhance patient experience and satisfaction levels.
- Developed and maintained relationships with external vendors and service providers.
- Reviewed invoices for accuracy prior to payment processing.
- Provided customer service for both in-person and telephone inquiries from patients, families, and other healthcare professionals.
- Tracked patient referrals from outside sources ensuring they are processed according to established protocols.
- Assisted with daily operations such as opening and closing the clinic, managing inventory levels, ordering supplies.
- Coordinated medical records between internal departments and external providers.
- Adhered to HIPAA regulations while handling protected health information.
- Maintained accurate patient information in electronic health records system.
- Verified insurance benefits for patients prior to their appointment date.
- Maintained accurate and current patient information in practice management software.
- Acted as a liaison between the practice and third party payers to resolve issues related to reimbursement or claims denials.
- Contributed to quality improvement initiatives to maintain compliance with regulatory standards.
- Developed processes to streamline workflow within the practice.
- Managed patient scheduling, verifying insurance coverage and providing detailed instructions on necessary paperwork.
- Facilitated communication between physicians, nurses, front office staff, and other clinical personnel regarding patient needs and care plans.
- Maintained up-to-date knowledge of changes in coding guidelines and regulations impacting billing procedures.
- Assisted with preparing reports related to billing activities or other administrative tasks.
- Ensured that all necessary forms were completed accurately and timely.
- Conducted financial counseling to ensure patients were aware of the cost of services prior to treatment.
- Ordered supplies needed and kept tabs on inventory levels.
- Motivated staff by offering direction and providing constructive feedback.
- Created and implemented policies and procedures for effective practice management.
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
- Communicated with patients with compassion while keeping medical information private.
- Mentored and coached interns and newly hired team members on office procedures and computer systems.
- Ensured entire office met cleanliness and organization standards. and waiting areas regularly to provide clean and organized surroundings.
- Consulted with clinicians to develop business strategy.
- Oversaw assistants, technicians, and office administrators, offering mentoring and coaching in tasks.
- Assisted with development of regulatory compliance systems.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Interpreted and explained work procedures and policies to brief staff.
- Assisted subordinates with tasks to improve productivity and address challenges.
- Recruited, interviewed and selected employees to fill vacant roles.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Patient Service Representative
FPI
Baltimore
08.2005 - 01.2010
- Assisted patients with appointment scheduling and registration processes.
- Managed patient inquiries through phone calls and in-person interactions.
- Provided information on services and insurance coverage options to patients.
- Maintained accurate patient records and updated information as needed.
- Educated patients on treatment procedures and follow-up care requirements.
- Coordinated referrals to specialists and other healthcare services efficiently.
- 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.
- Ensured all necessary paperwork was completed prior to patient visits.
- Performed administrative duties such as filing, faxing, photocopying.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Obtained proper authorization and identification to release confidential medical records.
- Assisted with the completion of medical forms and records.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Prepared letters and documents for mailing based on requests from supervisor and physician staff.
- Sorted incoming mail and distributed it to appropriate departments daily.
- Referred patients to appropriate professionals and services.
- Maintained accurate records of services provided during each visit or procedure.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Assembled registration paperwork and placed identification bands on patient.
- Communicated financial obligations to patients and collected fees at time of service.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Calculated patient responsibility estimates based on insurance details during pre-registration.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
- Managed a high volume of incoming calls, delivering exceptional customer service to patients and families.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Answered telephones and directed calls to appropriate medical or administrative staff.
- Scheduled and confirmed patient appointments and consultations.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Communicated with patients with compassion while keeping medical information private.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Ordered and maintained supply inventory for medical office.
- Routed laboratory or diagnostic results to appropriate staff.
- Coordinated hospital admissions for patients.
Patient Service Associate
Mercy Medical Center
Baltimore
02.2001 - 08.2005
- Greets patients in a friendly manner, registers patients, collects payments, referral and other key data.
- Greeted and provided assistance to patients upon arrival at the clinic.
- Assisted with patient check-in and registration by verifying insurance coverage, collecting co-payments, and scheduling follow-up appointments.
- Schedule patient appointments according to office procedure.
- Scheduled and confirmed patient appointments and consultations.
- Assisted patients with scheduling appointments and managing inquiries.
- Coordinated patient check-ins and maintained precise records, contributing to improved patient flow and care continuity.
- Addressed patient concerns with empathy and professionalism.
- Handled insurance verification and communicated coverage details to patients.
- Obtained pre-authorization for procedures according to insurance company policy.
- Facilitated effective communication between patients and healthcare providers.
- Managed medical records ensuring compliance with privacy regulations.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Performed administrative duties such as filing medical records, completing paperwork, and updating patient databases.
- Performed data entry tasks into electronic health record system.
- Processed referrals from primary care providers or other specialists according to established protocols.
- Coordinated patient care between different healthcare professionals involved in a patient's care plan.
- Supported staff in organizing patient flow and reducing wait times.
- Scheduled laboratory tests for referring physicians based on their orders.
- Monitored inventory levels of medical supplies and placed orders as needed.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Oversaw front office customer service, appointment management, and billing tasks to enhance workflow efficiency and patient satisfaction.
- Implemented office procedures to enhance operational efficiency at the facility.
- Answered incoming calls from patients, answered questions about services offered, and directed inquiries to appropriate personnel.
- Pulled charts, filed charts, files loose filing, performed charge entry and end of day reconciliation.
- Performed inventory and ordering or submits requests for items to Lead Office Specialist.
- Ordered and maintained supply inventory for medical office.
- Routed laboratory or diagnostic results to appropriate staff.
- Assisted with preparing documents for insurance companies in order to obtain reimbursement for services rendered.
- Maintained accurate records of patient visits including diagnosis codes, treatments rendered, medications prescribed, lab results.
- Assisted with coordinating transportation arrangements for patients who needed access to specialized care outside the facility.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Communicated with patients with compassion while keeping medical information private.
- Promptly responded to requests from physicians or nurses regarding patient information or test results.
- Answered telephones and directed calls to appropriate medical or administrative staff.
- Coordinated scheduling of diagnostic tests to ensure timely patient care., lab work or x-rays for patients based on physician orders.
- Compiled and coded patient information or data in appropriate computer system.
- Arranged hospital admissions for patients as required.
Registration/Appointment Clerk
Park West Medical Center, Inc
Baltimore
02.1999 - 02.2001
- Scheduled patient appointments, optimizing clinic workflow and patient access.
- Verify patient demographics, financial and insurance information.
- Entered patient data into computer, assisted patients in completing forms to ensure accurate registration.
- Answer telephones, address questions or concerns in a courteous, calm and professional demeanor.
- Provide information regarding Center services and activities.
- Maintain charts in proper order and ensure patient confidentiality.
- Reviewed patient accounts to determine pay status, maintained cash drawer and daily sheet totals for accurate financial tracking.
- Resubmitted incomplete patient encounters to providers for correction and completion.
Customer Service Representative
Pep Boys
Baltimore
02.1994 - 10.1998
- Resolved customer complaints and ensured accuracy of operational expenses and collection reports to enhance service quality.
- Processed customer transactions at the register, ensuring efficient service and customer satisfaction.
- Facilitated special orders for customers, addressing specific needs to improve overall customer experience.
- Analyzing and solving customer complaints.
- Monitored operations to ensure that services rendered conform to company policy and standards.
- Managed inventory levels to ensure product availability.
- Directed and coordinated activities of subordinate personnel.
- Supervised establishment engaged in automotive specialty services.
- Implemented measures to monitor and reduce inventory loss.
- Authorized acquisition of tools, equipment and parts.
- Ensured compliance with safety regulations in the workplace.
- Developed marketing strategies to promote auto parts sales.
Customer Service Representative
Burlington Coat Factory
Baltimore
01.1990 - 10.1993
- Answered customer questions, resolved complaints, and investigated errors to ensure customer satisfaction.
- Recommended corrective services to effectively address and resolve customer complaints.
- Interviewed customers to gather information and address concerns.
- Answered questions about service.
- Monitored service calls to observe employees' demeanor, technical accuracy and conformity to company policies.
- Conducted training sessions for cashiers on customer service protocols.
- Keyed information into computer to compile statistics for accounting purposes and to keep records of customer service requests and complaints.
- Reconciled daily cash reports.
Waitress
Bluefeld Catering
Baltimore
02.1986 - 01.1989
- Provided excellent customer service to enhance dining experiences.
- Served guests at large events, ensuring high-quality service and guest satisfaction.
- Managed food and beverage orders accurately and efficiently.
- Collaborated with kitchen staff to ensure timely meal preparation.
- Created and assembled food dishes for events, presenting them to enhance guest experience.
Education
Gordon Phillips Beauty School -
Gordon Phillips Beauty School
01-1989
Carver Vocational Technical High School - Industrial Electronics and Printing
Carver Vocational Technical High School
01-1987
Skills
- Patient scheduling
- Electronic health records
- Insurance verification
- Regulatory compliance
- HIPAA compliance
- Policy and procedure development
- Process improvement
- Quality assurance
- Workflow management
- Accounts payable & receivable
- Customer relationship management
- Customer Service
- Appointment coordination
- Administrative workflow
- Records management
- Workflow efficiency
- Clinical improvement initiatives
- Continuous improvement
- Leadership
- Team leadership
- Supervision & Managing Subordinates
- Training and mentoring
- New hire training
- Conflict resolution
- Effective communication
- Written communication
- Team building
- Active listening
- Time management
- Multitasking capacity
- Staff management
- Team collaboration
- Supplies ordering
- Schedule management
- HIPAA and OSHA regulations
- New hire training
- Team collaboration
- Written communication
- Team building
- Active listening
- Multitasking capacity
- Staff management
Accomplishments
- CUSTOMER SERVICE AWARDS
Timeline
AMBULATORY PRACTICE COORDINATOR
University Of Maryland Medical System
01.2010 - Current
Patient Service Representative
FPI
08.2005 - 01.2010
Patient Service Associate
Mercy Medical Center
02.2001 - 08.2005
Registration/Appointment Clerk
Park West Medical Center, Inc
02.1999 - 02.2001
Customer Service Representative
Pep Boys
02.1994 - 10.1998
Customer Service Representative
Burlington Coat Factory
01.1990 - 10.1993
Waitress
Bluefeld Catering
02.1986 - 01.1989
Gordon Phillips Beauty School -
Gordon Phillips Beauty School
Carver Vocational Technical High School - Industrial Electronics and Printing
Carver Vocational Technical High School