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Professional Summary

Reliable and highly skilled customer service professional with successful experience maintaining customer satisfaction, meeting production goals and contribution to company success.

  • Strong work ethic; follows instruction and works effectively in a demanding work environment.
  • Quick learner and conscientious of quality; takes pride in work performed.
  • Highly motivated and driven to consistently improve customer satisfaction through expert resolution of conflicts, issues, or concerns.
Skills
  • Customer service expert
  • Professional telephone etiquette
  • Administrative support
  • Problem solving
  • Cash collection procedures
  • Complaint resolution
  • Professional written and oral communication
  • Ability to work individually and as a part of a team
  • Office support (phones, faxing, filing)
  • Computer proficiency
  • Multi-tasking and strong organizational skills
  • Follow up skills
  • Appointment scheduling
Education
Certificate: Medical Administrative Assistant: Medical Administrative Assistant Certificate, 03/2017
Rasmussen College - Mokena, IL
Cosmetology: Cosmetology Capri Beauty College - Oak Forest - Oak Forest, IL
Work History
Patient Access Representative, 10/2018 to 05/2019
Presence Health Joliet, IL
  • Greet each patient in a kind and professional manner.
  • Perform registration and basic insurance verification.
  • Interpret physician orders for appropriate testing or admission criteria.
  • Identify and update patient demographic information on EMR system as defined by departmental policy and procedures.
  • Obtain Insurance Card copies or validate insurance information through insurance eligibility tool.
  • Identify non-participating Insurances or Out of Networks plans.
  • Prepare documents for imaging/scanning into electronic patient record.
  • Copying and or faxing documents to ancillary areas or physician offices.
  • Assist with all possible account resolutions pertaining to patient balances.
  • Explain processes and forms to patients prior to securing signatures and ensure that all documents are properly signed and witnessed as required.
  • Coordinate patient admission needs and beds assignment to facilitate timely patient placement.
Pre-Surgical Registration, 08/2018 to 10/2018
Presence Saint Joseph Medical Center Joliet, IL
  • Pre-register patients for upcoming inpatient and outpatient surgery using Huron Healthcare Reporting Ontrac list.
  • Perform pre-registration functions to provide information to maximize reimbursement and achieve collection goals.
  • Ensure data is entered accurately for all patient demographic and insurance information.
  • Scan and complete required legal documents to accounts.
  • Perform cash collection functions and create patient pricing estimations.
  • Maintain and apply current knowledge of insurance requirements when verifying eligibility.
  • Provide financial assistance applications to all uninsured patients and escalate any financially unsecured accounts to management.
  • Prepare patient face sheet, labels, wrist-bands, and consent forms for time of arrival.
Central Scheduler, 03/2017 to 08/2018
Presence Health/Lasalle Network Agency (3/17-7/17) Joliet, Illinois
  • Answer high volume of phone calls efficiently.
  • Accept and process requests to schedule outpatient test/procedures using Meditech EMR system.
  • Understand departmental procedures and protocols for multiple hospitals.
  • Obtain accurate patient pre-registration data.
  • Verify patient insurance benefits and follow policy for adherence to patient financial clearance.
  • Provide patients with pre-service requirements and instructions.
  • Collect past due patient balances or non-covered fees.
  • Seek appropriate resources to resolve any patient issues, questions, or concerns.
  • Provide patient with payment estimates when requested.
Medical Office Receptionist, 03/2016 to 08/2016
Wolfe Behavioral Health, P.C New Lenox, Illinois
  • Answer phone calls with use of excellent customer service and communication skills; Resolve and follow up with patient issues or concerns.
  • Obtain accurate patient demographics and verify insurance information; Scheduled appointments appropriately.
  • Collect co-payments at time of service.
  • Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
  • Performed daily patient appointment reminder calls.
  • Assisted in the maintenance of medical charts and/or electronic medical record.
Assistant Manager/Stylist, 08/2012 to 03/2016
Honey Cuts Inc. New Lenox, Illinois
  • Customer service and business-focused assistant manager and stylist with extensive, consistent customer requests.
  • Time management, teamwork, organization, and prioritizing of work duties.
  • Responsible for daily cash collections.
  • Enter client demographics into computer.
  • Consult, respond to concerns, and maintain a high volume of customer satisfaction.
  • Extensive professional verbal and non-verbal communication.
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Professional Summary
Invested Social Worker driven to form trusting relationships with clients and advocate for their best interests.  Dedicated to helping clients gain insight around their personal challenges.
Internship

Social Work Intern at IPS Francis W. Parker Montessori #56. 

  • Serve as a liaison between school and community agencies to provide appropriate referrals for students and families in need.
  • Provide school based interventions, including but not limited to: individual and group counseling, crisis intervention, home visits, case management for “at risk” student's.
  • Collaborate with school-based staff and administrators.
  • Serve as a liaison and advocate for student and parents.
Work History
Patient Access Representative Community Health Network - Community Hospital East - Indianapolis, Indiana 03/2015 - Current
  • Maintain strict patient and physician confidentiality. Focus on interpersonal skills, data collection, and the ability to assess situations and assist the team in developing solutions to achieve excellence in customer service while ensuring the financial viability of the hospital.
  • Top collector for department regarding copays and insurance prepayments.
  • Update patient financial information to guarantee accuracy.
  • Department Ambassador helping facilitate and relay important information for process changes within the hospital.
Birth Parent Case Manager On Your Feet Foundation - Evanston, Illinois 01/2018 - Current
  • Compile data for marketing and evaluation purposes.  Develop resource bank and provide referrals for services outside the OYFF scope.
  • Increase visibility of OYFF by planning fundraisers,  increasing participation and expanding organizational outreach to make an impact on the adoption community.   Network with adoption agencies to identify potential grant applicants.
  • Develop goals for clients and provide supportive counseling on an as needed basis. 
  • Assist with administering birth parent chat rooms and social media pages.


Education
Master of Arts: Organizational Leadership Indiana Wesleyan University - Marion, IN 2019
Bachelor of Science: Social Work Indiana Wesleyan University - Marion, IN 2017
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Professional Summary
Recent college graduate with a Bachelor's of Business Administration in Supply Chain Management with solid analytical and interpersonal skills. Seeking to leverage acquired academic knowledge and work experience to effectively fill the (supply chain/ insert position). A dedicated worker aiming to help achieve company goals and take on more responsibility as quickly as possible.
Education
Bachelor of Business Administration: Supply Chain Management, May 2016
University of Houston, C. T. Bauer College of Business - Houston, Texas

Cumulative GPA 3.5; Dean's List Spring 2014 - 2016

Certificate for Strategic Sourcing

Coursework includes  Service & Manufacturing Operations, Logistics Management, Business Modeling & Analysis, Strategic Supply Management, Strategic Sourcing & Spend Analysis, Demand and Supply Integration, Managerial Productivity & Quality, Enterprise Resource Planning, Supply Chain Strategy

Skills
  • Capacity to work under pressure and with a high sense of urgency while making decisions independently with minimal supervision
  • Excellent analytical and quantitative skills
  •  Leadership and teamwork capabilities 
  • Proficient in Microsoft Office Suite including Excel and PowerPoint
  • Ability to perform multiple, detail-oriented tasks with time-sensitive deadlines
  • Strong written and oral communication skills  
Work History
Admissions Representative (OR Clerk?), 06/2016 to Current
Houston Methodist Sugarland Hospital Sugarland, Texas
  • Provide premier patient service by efficiently coordinating admission processing and release paperwork for more than (enter number) patients daily in the emergency department
  • Disseminate information to ancillary departments as needed
  • Collaborated with administration team to streamline admissions process and eliminate duplicate processes and decrease admission paperwork by 15% (value based example; only use if applicable; enter estimate percentage if this was done)
  • Register and update patient demographics in the emergency room
  • Verify insurance eligibility and obtain insurance notification
  • Earned recognition for 100% accuracy in patient information retrieval (example of one that incorporates value; if applicable we can list this)
  • Facilitate communication with team of representatives to effectively register all patients in the emergency room
Patient Access Representative, 03/2008 to 08/2014
Harris County Hospital District Houston, Texas
  • Processed and assisted incoming patients while providing proactive and personalized customer service
  • Maintained accurate records of patient care, condition, progress and concerns
  • Registered approximately 100 patients for appointments per day
  • Handled patient registration, verification of insurance and collections of patient liability
  • Established and maintained relationships with various HMO and Healthcare Insurance representatives
  • Conducting training to employees during rollout of Epic software 
Supervisor, 03/2015 to 06/2016
Smarte Carte Houston, Texas
  • Maintained strong communication and cooperation with other employees and facility management
  • Lead a team of associates to effectively communicate to customers and explain the proper use of luggage carts  
  • Provided excellent customer service to all passengers by informing them of instructions specific to luggage cart rental use and general airport information
  • Executed safe work habits; covering self, co-workers, airport property, as well as passengers and visitors
  • Transported carts from high return areas to high rental areas and ensured availability of carts to customers

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Summary
Medical Administrative Assistant adept at verifying insurance coverage, reviewing records, scheduling exams and updating donor information. Previously supported up to ten physicians in a busy medical office setting.
Skills
  • Typing Range 40 wpm
  • Multi-Line Phone Console
  • Data Entry Alpha/Numeric
  • 10 Key Data Entry
  • EPIC System Trained 
  • Resourceful and reliable worker
  • Close attention to detail
  • Adept multi-tasker
  • Excellent verbal communication
  • Billing and collection procedures expert
  • Medical terminology expert
  • Records management professional
  • Familiar with commercial and private insurance carriers
  • Patient chart auditing ability
  • Composed and professional demeanor
  • Office support (phones, faxing, filing)
  • Hospital inpatient and outpatient records
  • ICD-10 (International Classification of Disease Systems)
  • Adheres to customer service procedures
  • Skilled in call center operations
Work History
Patient Service Coordinator III 10/2014 to 04/2016
JOHNS HOPKINS INTRASTAFF BALTIMORE, MD
  • Assist members with questions about their insurance benefits and coverage.
  • Assists members when appropriate with scheduling or re-scheduling appointments in EPIC.
  • Assist Providers with verifying eligibility and prior authorizations.
  • Update demographics for member's accounts.
  • Change Primary Care Physicians for members.
  • Assists members by providing general information, and/or referring those to appropriate staff as necessary.
Registration Customer Service Representative 04/2014 to 10/2014
Prometric Nottingham, Maryland
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Register candidates for tests.
  • Schedule candidates to take State and Federal exams for employment.
  • Process paper applications.

 

 

Health Information Assistant/Receptionist 10/2012 to 04/2014
CHESAPEAKE CARDIOVASCULAR ASSOCIATES BALTIMORE, MD
  • Protect the security of medical records to ensure that confidentiality is maintained.
  • Review records for completeness, accuracy, and compliance with regulations.
  • Retrieve patient medical records for physicians, technicians, or other medical personnel.
  • Release information to persons or agencies according to regulations.
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
  • Collect Copays.
  • Greet persons entering the establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
  • Transmit information or documents to customers, using computer, mail, or facsimile machine.
  • File and maintain records.
  • Keep a current record of staff members' whereabouts and availability.
  • Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.
Patient Access Representative 07/2010 to 10/2012
Spherion Baltimore
  • Protect the security of medical records to ensure that confidentiality is maintained.
  • Retrieve patient medical records for physicians, technicians, or other medical personnel.
  • Review records for completeness, accuracy, and compliance with regulations.
  • Plan, develop, maintain, or operate a variety of health record indexes or storage and retrieval systems to collect, classify, store, or analyze information.
  • Release information to persons or agencies according to regulations.
  • Enter data, such as demographic characteristics, history, and extent of disease, diagnostic procedures, or treatment into computer.
Education
High School Diploma: 2010 Parkville High School - Baltimore, MD
Certified Nursing Assistant: 2013 Health Focus Inc. - Baltimore, MD
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Professional Profile
I seek to provide a continuum of professional education and training within an healthcare organization. As a respected and dedicated professional with experience providing internal employee development and team effectiveness, I take pride in being a forward-thinking individual with refined interpersonal and multitasking skills. I aspire to join a progressive organization in hope to be able to contribute my personal skills,acquire more knowledge and gain further experience while enhancing the organization's productivity and reputation.
Education
Bachelor of Science: Healthcare Administration May 2016 The University of Toledo, College of Health and Human Services, Toledo, Ohio
Minor in Business

Related coursework: Managerial And Behavioral Processes In Organizations, Human Resource Management, Problem Solving In Health Care Environment
Skills
  • Ability to take initiative and work independently under minimum supervision
  • Excellent communication skills that allow to converse with associates on all levels
  • Brilliant organizational and administrative skills
  • Capability of managing confidential data of the organization
  • Highly skillful at grasping new things and adapting to changes
Professional Experience
University Hospitals Cleveland Medical Center Cleveland, OH Patient Access Representative I, Radiology 06/2016 to Current
  • Accommodates and travels within six University Hospital Outpatient facilities
  • Assists with onboarding new hires by providing live onsite training.   
  • I serve a liaison between staff and management to resolve issues and implement long and short term solutions.
  • Delegates suggestions and duties to other team members regarding opportunities for improvement in work-related task and processes   
  • Assigns ICD-10 and CPT coding for examination authorization and billing.
  • Verify patient insurance eligibility,collects co-insurance, dues and cost for radiology services, responsible for in-person and telephone scheduling.
  • Maintains knowledge on HIPAA compliance regulations.
  • Continuously contributing effective training methods for onboarding new hires.
  • Successfully led key projects which resulted in becoming highest collecting representative within my region in 2017.



The University of Toledo Medical Center Toledo, OH Patient Ambassador 11/2014 to 05/2015
  • Trained new hires patient and guests to the appropriate areas. Assisted with paperwork and clerical duties as needed. 
  • Provided guest information and supported efforts of the floor staff.
  • Demonstrated good customer service.
  • Provide support and communication for patients, families, guest and staff in which enhanced the patient and family experience.
The University of Toledo: Glass Bowl Stadium Toledo, OH Sales Associate 12/2013 to 12/2014
  • Helped develop training programs for seasonal sales associates that focused on customer service, leadership, communication, supervision, time management, and problem solving
  • Trained new hires on computed sales, total purchases, and how to process payments and returns.
  • Trained and assisted with onboarding new hires customer service skills.
  • Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
  • Built character and autonomy by completing tasks without supervision  
  • Placed orders for merchandise, as well as assisting with the online store purchases.


American Campus Communities Toledo, OH Community Assistant 06/2013 to 10/2013
  • Encouraged residents to interact with each other through programming and community activities.
  • Promoted educational, cultural and social development through planned events.
  • Assisted in the enforcement of University and residence policies by documenting violations and incidents.
  • Served as a mediator for disturbances, conflicts, and crisis.
  • Performed ongoing review of leasing applications, housing agreements, maintenance requests,
  • Responsible for key distribution and collection, inventories, and damage assessment.
  • Developed and initiated innovative marketing strategies to increase residency retention




Clincial Software

Centricity RIS-IC            

Cerner Soarian

Microsoft Office Applications   

Allscripts Ambulatory Electronic Medical Records
Sectra IDS7
Volunteer Activities


Afterschool Volunteer, Boys and Girls Club Toledo, Ohio 

  • Built relationships quickly with all adolescents, demonstrated community interest with consistency and care.
  • Collaborated with all different types of individuals efficiently to achieve one goal, which was to serve as a role model for the community.

Patient Care Volunteer, Judson Manor Cleveland,OH 

  • Acquired a great deal of insight about how long care facilities are typically ran.
  • Attended and assisted residents. 
  • Participated in a variety of group activities.
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Professional Summary
Patient-focused Medical Administrative Assistant with more than10 years experience working in a busy medical office serving diverse populations.
Skills
  • Outpatient surgery coding specialist
  • Hospital inpatient and outpatient records
  • Scheduling expert threw outthe EPIC system
  • Patient referrals expert
  • Familiar with commercial and private insurance carriers
  • Surgery and Behavioral health billing and collections
Work History
Patient Access Representative III 07/2016 to Current
Mass General/North Shore Center for Outpatient Care Danvers, MA
  • Coordinated, scheduled and arranged patients appointments threw out the EPIC system. Scheduled all meeting\\'s in MD outlook.
  • Served as corporate liaison between the finance, and patients insurance company\\'s.
  • Performed billing and coding procedures for ambulance, emergency room, impatient and outpatient services.
  • Determined prior authorizations for medication and outpatient procedures.
  • Assisted in the maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms).
  • Pre-certified medical and radiology procedures, surgeries and echocardiograms.
Patient Access Representative 10/2011 to 06/2016
Lahey Medical Center, Peabody Peabody, MA
  • Verified patients\' eligibility and claims status with insurance agencies.
  • Entered orders into the EPICsystem efficiently and without errors.
  • Prepared patient charts accurately and neatly for the clinic.
  • Scheduled appointments, registered patients in theEPIC,system.
  • Professionally and courteously verified appointment times with patients.
  • Assessed patients and documented their medical histories.
Education
Medcial Coding and Billing: 2011 American Career Institute - Woburn MA
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Professional Summary
Ability to trouble shoot customer problems; high standard of customer service; ability to analyze problems and offer resolution; able to work with all kinds of temperaments in a highly demanding fast paced position.
Skills
  • Familiar with commercial and private insurance carriers
  • Insurance and collections procedures
  • Understands insurance benefits
  • Excellent problem solver
  • Workers' compensation knowledge
  • Composed and professional demeanor
  • Resourceful and reliable worker
  • Close attention to detail
  • Office support (phones, faxing, filing)
  • Data Entry
Work History
Patient Access Representative, 05/2017 to Current
St. Lukes Hospital Kansas City, MO
  • Professional patient interviews obtaining demographic, financial, and biographical information.
  • Responsible for understanding insurance terminology, obtaining information to appropriately bill payors, verify patient insurance eligibility, confirm benefits eligibility, and gather statistical information in compliance with federal and state regulations.
  • Complete payment transactions by using proper negotiating techniques to professionally collect money owed by Patients and Guarantors, including making referrals to appropriate financial resources such as payment plans and lines of credit. 
  • Delivery of quality performance and service excellence.
  • Strong computer skills, critical thinking skills and the ability to multitask in a fast paced work environment.
Accounting Technician II, 03/2013 to 03/2017
Uniformed Services Benefit Association Overland Park, Kansas
  • Processed Accounts Payable including assigning general ledger account codes.
  • Balanced reports for new and current Group Permanent, TWL and Generation 3 loans, surrenders.
  • Processed  bank reconciliations.
  • Processed agent commissions.
  • Processed agent 1099s.
  • Sent  ACH files to bank.
  • Deposited and entered loan payments.
  • Issued on-line stop payments.
  • Processed audit lists.
  • Assisted with maintenance of USBA and Services Inc. financial statements, researching general ledger problems and making corrections as necessary.
  • Paid Kansas State Use tax annually.
  • Paid Canadian Sales tax semi-annually.
  • Maintained and balanced cash book.
  • Maintained bank account records and signature authorizations.
  • Escheated checks to NYL on annual basis.
  • Verified credit card payments and credit payments to customers' records. 
Business Manager, 09/2008 to 06/2012
Renaissance Academy Kansas City, Missouri
  • Processed payroll for 120 employees.
  • Reviewed and processed monthly benefit invoices and reconciled discrepancies.
  • During open enrollment upgraded changes on existing employees such as 401k plan, life insurance, medical, dental, and vision plans, long term and short term disability.
  • Explained to new employees in depth about their insurance options.
  • Worked with multiple insurance companies about their benefit packages.
  • Ran monthly financial reports in MAS500, including income statements, balance sheets, monthly trend reports, budget versus actual, and aged payable report.
  • Processed all accounts payable and receivable invoices.
  • Maintained all employee files.
  • Processed all new hires, terminations, and changes to all employees.
  • Responsible for background checks, drug screenings, and certifications.
  • Created letters, memos, and reports for principal.
  • Responsible for travel arrangements, meetings, and calendar for principal.
Com-Coordinator/Dispatcher, 09/2006 to 09/2008
Tri Command Military Housing Beaufort, SC
  • Coordinated subcontractor work.
  • Processed all accounts payable invoices.
  • Ensured vacant homes were ready to be rented and ensured all cost associated with homes were invoiced correctly.
  • Entered maintenance service orders and reconciled service hours on Yardi.
  • Answered phones and accepted service calls.
  • Received and recorded service request for residents, disbursed request to maintenance supervisor.
  • Assigned Urgency Codes in accordance with written policy.
  • Prepared work orders and dispatched to service crews.
  • Closed out open work orders in Yardi software.
  • Prepared completed job orders proper distribution or filing. 
  • Dispatched orders and relayed messages and special instructions to service crews and other departments using radio or telephone communication.
  • Processed all vendor contracts.
Education
High School Diploma: 1991
Boston High - Boston, MA
Accomplishments
  • Received "Making a Difference" Award in 2009
  • Received "Commitment to Excellence" Award in 2011
  • Processed up to 120 invoices per month for small company