Patient Representative Resume Sample
Nash Jaskolski
42761 Gusikowski Wells,
Boston,
MA
+1 (555) 584 5900
Work Experience
Patient Representative
11/2015
-
PRESENT
Los Angeles, CA
- There are 2 positions available at this location
- Computer and business coursework or training required
- Liaison between patients, MD Anderson and Rotary House
- Provide exceptional customer service to all patients and caregivers
- Offer new patient orientations
- Assist patients and families in solving hospital and non-hospital related problems
- Patient Reception (Check-In Process). Provision of efficient, high-quality service to patients who arrive for appointments in person or who telephone requesting appointments or information on tests and procedures, bills and charges, referrals and other matters
- Time of Service collection for prior balances and/or converting insurance for fee-for-service patients or collection of co-payments for HMO patients
- Billing Services. Reconciliation of patient accounts on a daily basis is in an efficient and accurate manner
Emergency Department Patient Representative
12/2010
-
09/2015
Detroit, MI
- Ensures the collection of co-payments and prior balance amounts using Time Of Service (TOS) standards and scripts. Use the daily TOS Opportunity Report to prepare for collections that day. Documents reasons for non-payment of either co-payment or outstanding balance in the comments section of IDX
- Communication. Effective communication with all patients and visitors in a timely and professional manner
- Provider Scheduling. Coordination of physicians' daily schedules to ensure appointment availability. Accommodation of physician scheduling changes and patient notification in an efficient and timely manner.Accountabilities
- Provider Scheduling. Coordination of physicians' daily schedules to ensure appointment availability. Accommodation of physician scheduling changes and patient notification in an efficient and timely manner
- Handles monitoring and resolution of outstanding outpatient billing claims, denials, demographic errors, and other holds including following up with the patient as necessary
- Obtaining referral and surgery/procedure pre-authorizations including verifying insurance benefits
- Ensures the timeliness and accuracy of patient charge entry into the billing system and assists with collecting and recording co-pays (cash, check, and/or charge)
- Analyzes billing errors to aid in claim resolution as well as process improvement
Supervisory Patient Representative
08/2004
-
09/2010
Phoenix, AZ
- Screen incoming inpatients for Insurance, Medicaid, Charity, and patient accounting notifications
- Counsel patients on patient accounting needs
- Perform basic math sufficient to process insurance co-pays. Working knowledge of PC window applications sufficient to input and retrieve date
- Assign patients to students matching patient dental needs with the student’s educational requirements
- National Academy of Ambulance Coding Certification (CAC). Obtain within 6 months of hire and maintain certification for duration of employment
- MSW or RN welcomed
- Perform basic math sufficient to process insurance co-pays
Education
Strayer University - Thousand Oaks Campus
1998 - 2003
School's Degree in Business
Professional Skills
- Strong interpersonal and telephone communication skills.Ability to solve problems posed by callers seeking referrals, appointments, billing issues
- Demonstrated work experience providing excellent customer service
- Excellent Customer Service skills and addressing service recovery issues
- Strong preference for prior experience in an Urgent Care or ER practice or setting
- Uses oral and written communication skills to effectively convey ideas in a clear, positive manner that is
- Time management skills along with the ability to manage multiple priorities and tasks
- Demonstrate high level written and verbal communication skills
How to write Patient Representative Resume
Patient Representative role is responsible for interpersonal, customer, computer, patient, basic, medical, software, communications, healthcare, english.
To write great resume for patient representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Patient Representative Resume
The section contact information is important in your patient representative resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Patient Representative Resume
The section work experience is an essential part of your patient representative resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous patient representative responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular patient representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Patient Representative resume experience can include:
- Use effective interpersonal skills specifically including listening and communications skills involving patients and families
- Excellent interpersonal and communication skills and good math knowledge essential
- Excellent written, verbal, and computer applications skills
- Excellent communication and interpersonal skills.Able to quickly and easily communicate with strangers, persons for who English is not a primary language
- Basic keyboarding, word-processing, spreadsheets, e-mail, and internet skills are necessary
- Effectively work with medical staff, nursing, ancillary departments, and other external sources to ensure patient’s needs are met
Education on a Patient Representative Resume
Make sure to make education a priority on your patient representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your patient representative experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Patient Representative Resume
When listing skills on your patient representative resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical patient representative skills:
- Skill in establishing and maintaining good working relationships with the patients, clinic staff and others
- Experience handling difficult callers/customers/ patients. CRT/PC experience in a customer service setting
- Basic math skills for handling monetary transactions required
- Meet, greet and use positive customer service skills in working with patients, customers
- Well-developed decision-making skills required
- Acts as a resource to team members by assisting with customer service training and other activities related to improving customer experience
List of Typical Experience For a Patient Representative Resume
1
Experience For Patient Representative, PRN Resume
- A working knowledge of medical billing and related payors desired
- Provide assistance for incoming student records during summer quarter
- Provide way-finding assistance for all HCMC patients/visitors by escorting them to desired destination
- Responsible for communicating to the team lead any errors or potential inaccuracies that could cause inappropriate processing of an account
- Works with healthcare providers and administrative support staff in preventing and resolving patient complaints
2
Experience For Emergency Department Patient Representative Resume
- Manages refunds through account auditing procedures and determines correctness within state and client contractual guidelines
- Manages refunds through account auditing procedures and determines correctness within state and client contractual
- Manages contract answering service (external to NU) schedule
- Accurately maintain medical center patient complaint database following all legal and regulatory standards
- Schedules patient appointments (by phone and in-person) accurately and efficiently, according to center guidelines (i.e. for visit type and appointment length)
- Submits all billing to the appropriate payor
- Works aging reports and determines necessary action to take
- Assists patients in understanding their rights and safeguards them from system misuse
- Responds to staff directly on matters involving patient dissatisfaction
3
Experience For Patient Representative Womens Health Clinic Resume
- Supports patient rights and the organization’s code of ethical behavior
- Provides all phases of collection for accounts receivable balances from patients and carriers
- Accurately sort, review and post payments, rejections, contractual allowances and withholds from payers
- Handle patient and insurance carrier inquiries
- Enter claims corrections and benefit management when applicable
- Coordinate information exchange with the credit bureau
- Telephone customer assistance to patients
4
Experience For Supervisory Patient Representative Resume
- Maintain and supports client relationship
- Use computer, calculator, copier, and fax
- This is a PRN-as needed-position.
- Bilingual( Korean) as required with knowledge of medical terminology
- Through electronic patient management system:schedules patient appointments, manage (assess and direct,) incoming patients, visitors. Manages all incoming calls for clinic, maintains electronic schedule for clinic.Assist patients with electronic kiosk check-in issues
- Collects and logs phone data and disposition of walk-in reports
- Lift packages up to 50 lbs
- Assist patients in and out of wheelchairs and push patient in a wheelchair
- Investigates, documents and responds to patient and visitor complaints and concerns. Escalates complaints and concerns to appropriate personnel/department(s) as necessary to obtain timely, satisfactory resolution
5
Experience For Clinical Patient Representative Resume
- Explains the organization's policies and procedures to patients and visitors
- Develops, implements and participates in customer service and patient relations initiatives
- Regularly analyzes complaint data and reports to appropriate leadership. Participates in committees, work groups, and process improvement teams aimed at improving patient satisfaction
- Bilingual (Spanish) as required with knowledge of medical terminology
- In a professional, courteous, and Patient Centered manner, accurately intake and document all patient/visitor concerns, complaints, issues and grievances following the required standards set forth by legal and regulatory bodies
- Proactively respond to patient/visitor concerns, complaints, issue and grievance verbally and through written correspondence
- Actively work with medical center staff to provide directions/assistance in regard to complaint, concern, issue or grievance investigation and a satisfactory response/resolution
- Serve as a one-stop hospital resource for patient/visitor questions concerning HCMC services
- Proactively monitor and track all formal concerns, complaints, and grievances to ensure timely and appropriate response per medical center policy by using complaint database
6
Experience For Pharmacy Patient Representative Resume
- Serve as a medical center resource for patients/visitors with questions regarding community resources as they relate to medical center operation and care delivery
- Serve as hospital resource to work with all staff in defusing patient situations that are escalating and creating disturbances to other patients and visitors
- Establish positive, professional working relationships with all medical center staff
- Ensure all iRounding data is entered and uploaded before the end of each day
- In a professional, courteous, and Patient Centered manner, visit and make in-person connections with approximately 125 inpatients weekly
- Use the iRound tool to accurately capture patient feedback and listed questions for each rounded patient
- Make a meaningful connection with each patient and/or their family or visitors present
- Generate and run formal patient complaint reports for hospital leadership and other medical center staff as requested and appropriate
- Coordinate and facilitate care conferences and/or meetings as required and appropriate
7
Experience For Urgent Care Patient Representative PRN Resume
- Maintain up to date and accurate resources (internal/external) and regulatory standards applicable to patient rights
- Communication (Includes Operator and Switchboard functions)
- Patient reception, registration. (Continued)
- Schedules patient appointments (by phone and in-person) accurately and efficiently, according to center guidelines (i.e. for visit type and appointment length). (Continued)
- Data enter all clean claims from receipt of the billing information. Includes demographics, insurance information and charges
- Edits and updates accounts according to state and federal regulations for proper submission
8
Experience For Patient Representative Resume
- Electronically submits private pay statements to the mailing vendor and collection accounts
- Follows up on all denials and determines the necessary action to take
- Sorts all interoffice mail and works return mail; as well as check patients' payments against billing software to assure accuracy when making the deposit and posting payments
- Processes payments received in person and by mail. Records, totals and prepares monies for deposit
- Interprets policies, procedures, and available resources/services to patients
- Investigates complaints and grievances from patients or individuals on behalf of patients and initiates action or changes necessary to resolve problems
- Analyzes data and identifies trends and patterns that create difficulty for patients, families, and staff
- Maintains records of all patient inquiries
9
Experience For Patient Representative, PRN Resume
- Serves as a member of/or resource for various committees which review patient care issues
- Develops and provides in service education as necessary
- Develops rapport and maintains effective relations with medical center personnel at all levels, i.e., management, supervision, professional staff, technicians) administrative and clerical staff
- Generates reports on the status and effectiveness of the medical center patient advocacy program to evaluate customer service standards
- Prepares and monitors evaluation data, analyzes data, identify discrepancies, make corrections, and recommends a course of action to ensure accuracy and timeliness of future data input
- Serves as an advocate for patients throughout the facility, Receives and listens to complaints and grievances from patients or from individuals on behalf of patients
- Enters new patient information into the computer, including insurance, referring doctor, zip table, and screen messages
- Processes disability papers and attending physician statements
- Verifies benefits on new patient referrals and add-ons
10
Experience For Emergency Department Patient Representative Resume
- Collects payments on account and co-payments and gives receipt as needed
- Calls primary care physicians or patients for referrals
- Handles telephone calls from new patients with regard to benefit questions
- Receives and responds to referrals from patients/families, professionals and administrative staff and the community. Responds to crisis situations, and reactions of patients/families
- Assist patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers
- Explains risks and benefits to patients, ensuring that all necessary precautions and alternatives were discussed
- Assists in cases where patient is threatening to leave the hospital against medical advice
List of Typical Skills For a Patient Representative Resume
1
Skills For Patient Representative, PRN Resume
- Good prioritization skills. Ability to speak the language of served clients. Able to adjust approaches to reflect developmental level of population served
- Northwestern University experience (familiarity with university, and university student experience)
- Initiative to fully utilize a variety of skills to the benefit of the organization
- Possess skills in positive influence and persuasion
- Proven successful customer service experiences
2
Skills For Emergency Department Patient Representative Resume
- Highly proficient at computer and keyboard skills
- Communicates effectively with internal and external contacts
- Extensive computer skills to enter data, create databases, and extract and display data in a meaningful manner
- Clinical experience. Previous patient advocate experience
- Effectively maintains and submits all workers' compensation claims to appropriate payors
- Uses knowledge of medical terminology to effectively review and interpret information contained in medical and administrative records
- Analytical skills to solve simple to semi complex problems
3
Skills For Patient Representative Womens Health Clinic Resume
- Providing all patients/visitors with a positive experience while at HCMC
- Experience with scheduling and calendaring
- Medical office experience and/or training in medical office work including medical terminology
- Experience advocating for patients and or handling patient complaints in a healthcare system
- Actively pursues and participates in problem solving activities related to customer experience
- One or more years of previous dental experience (terminology, procedure coding, or clinical)
- Experience in teaching online computer systems
- Experience in presenting to small and large groups of medical professionals
4
Skills For Supervisory Patient Representative Resume
- Excellent PC literacy including Word, Excel, Outlook
- Effective management of time in highly variable work volume setting
- One to two years of customer service experience required, preferably in a healthcare setting
- Principles of excellent customer service, ambulatory healthcare processes, including knowledge of insurance types, and operations, and basic risk management
- 2~3 years experience in ambulatory medical office setting
- Experience verifying insurance
5
Skills For Clinical Patient Representative Resume
- Experience with building new and established community partnerships
- Be aware of and follow all patient and staff safety requirements prior to entering a patient room
- Ensure agency policies and priorities are being followed
- Serves as the liaison between the medical center, patients and staff, and the community regarding the patient experience, patient rights and advocacy
- Assists patients with establishing payment plans; collection of approved deposits and/or prior balances
- A year or more of experience in a Healthcare Call Center environment
- 1-3 years Healthcare experience
6
Skills For Pharmacy Patient Representative Resume
- Two years experience in Medical office operations
- Experience in immunizations or another field of public health
- Customer service experience and computer literacy required
- HS or Equivalent and Experience in customer service
- At least one (1) year of experience in customer relations, marketing, public relations or human services
- Manages multiple priorities in a fast-paced environment
- Operate 10 key calculator by touch, telephone, computer, copier, and fax machine
7
Skills For Urgent Care Patient Representative PRN Resume
- Work well with individuals from a variety of different backgrounds and experiences
- Skill in coordination between patients, clinic staff and others
- Skill in use of basic office equipment, personal computers, software and business phone systems
- Operate a 10 key calculator by touch, multi-line telephone, computer, copier and fax machine
- Knowledge in basic medical terminology and registration experience required
- Work independently and prioritize workflow
- Plan work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work
- Assign work to subordinates based on priorities, consideration of the difficulty or work and capabilities of employees
8
Skills For Patient Representative Resume
- Proven ability accurately schedule appointments and interpret provider orders
- Proven ability to accurately schedule appointments and interpret provider orders
- Previous experience in hospitality, retail and/or healthcare
- Perform effective and efficient follow-up or final resolution on unpaid claims and rejections
- As a member of the care team, continuously improve work processes, environment and the overall experience to serve customers and meet business goals
- Handling all scheduling concerns including appointment reminders
9
Skills For Patient Representative, PRN Resume
- Monitoring the facility lobby including hourly checks and maintaining signage and TV/DVD systems
- Answering multiple telephones and accurately documenting messages
- Forwarding telephone calls appropriately and following up on return calls
- Checking-in patients and properly documenting registration
- Retrieving medical records and delivering to appropriate providers or department
- Filing medical records and patient/administrative files
- Working knowledge of PC window applications sufficient to input and retrieve date
10
Skills For Emergency Department Patient Representative Resume
- Using the iRound tool accurately document all service recovery opportunities and staff recognition
- Assists with explanation of benefits and collecting and recording co-pays (cash and/or charge) including completing a daily balance checklist
- Participates in data tracking/trending activities necessary to review customer advocate activities and make ongoing program improvements
- Solve problems posed by callers leaving messages, seeking referrals, appointments, billing issues and clinical information
- Serves as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible
- Participates in assuring compliance with the regulatory and accreditation standards, state and federal conditions of participation regarding customer rights
List of Typical Responsibilities For a Patient Representative Resume
1
Responsibilities For Patient Representative, PRN Resume
- 1~3 years experience in automated registration, scheduling or charge entry in physician office, outpatient or hospital setting
- Strong preference for Spanish speaking candidates
- Training and coordinating the day-to-day work of the PEC/PA staff
- Assisting patients in understanding their rights and responsibilities
- Receiving and listening to complaints and grievances from patients, or from individuals on behalf of patients, unresolved at the service level
- Interpreting the mission, policies, procedures and available resources/services to the patient
- Presenting the patient's problems, opinions and needs to appropriate staff and management
- Assist in moving Non-VA care claims through the submission and review process; provide guidance regarding the NVCC claims appeals process
- Be able to multi-task in greeting patients and visitors, manage a multi-line phone, route calls as appropriate and function as a support for patient scheduling
2
Responsibilities For Emergency Department Patient Representative Resume
- Possible travel to various AMG practice sites, off-site business support locations for billing and training
- Knowledge of organization’s purpose and goals. Online scheduling and EMR training
- Basic keyboarding, word-processing,
- Sill in data development and analysis, report generation, making recommendations and negotiating solutions with higher level officials
- Online scheduling and EMR training
- Successful completion of Patient Rep training program and on the job training within 5 weeks of hire
- EPIC scheduling and registration training
3
Responsibilities For Patient Representative Womens Health Clinic Resume
- Input and monitoring of data into Patient Advocate Tracking System
- Manages filing and compiling medical records and patient information
- Serve as a point of contact for specialized program questions, responding to these inquiries while utilizing both electronic and in-person communications
- Act on the patient and family's behalf on questions and issues involving problem resolution and patient advocacy
- Provide information and assist in problem-solving about the organization, its functions, activities, and personnel
- Assists patients in understanding their rights in addition to their responsibilities
- Responsible for coordinating any new customer service initiatives
- Electronically generate the daily patient schedule and requisitions, manage the Patient Tracking System and charge process
- Responsible for accurately processing charge tickets as patients exit the clinic. Review tickets for
4
Responsibilities For Supervisory Patient Representative Resume
- Maintains initial plan of care (signatures, etc.), and is responsible for inputting daily and monthly statistics and communicates any medical record issues
- Ensure appropriate communication utilizing appropriate systems for documentation
- Remain calm while dealing with difficult and/or upset people
- Facilitate adult training
- Exposure to ill patients. Possible travel to other sites or to ancillary settings for training programs and/or temporary assignments
- Responsible for blocking schedules in PHS as appropriate
- Identify and provide for training; find ways to improve production or increase the quality of work
- Assist patients, their families, and employees in recognizing the need to remove institutional barriers
5
Responsibilities For Clinical Patient Representative Resume
- Collaborates with disease center team to ensure seamless coverage and task management in times of both full and partial staffing levels
- Be responsible for managing patient and family encounters smoothly and efficiently
- Communicate appropriate information to others according to established procedures to support day-to-day operations
- Directs patient to waiting room and notifies patient care staff of arrival
- Identify and arrange for developmental and training needs
- Assists in maintaining confidential patient records
6
Responsibilities For Pharmacy Patient Representative Resume
- Ensures patients are kept informed and maintains pleasant lobby setting
- Implement tracking, trend/analysis of data techniques in a clinical environment and monitor those techniques to provide continuous improvement of patient care
- Responds to crisis situations, and reactions of patients/families
- Advises patient/families of “Patient’s Bill of Rights” and of patient’s responsibilities
- Responds to patient problems, concerns and unmet needs to promote patient satisfaction with services. Investigates complaints through interviews with hospital personnel and reviews pertinent documentation including patient charts
- Interviews patients and families in cases of possible hospital liability. Documents (for hospital records) the problem, service provided, and action taken. Services to objectively resolve grievances
- Explains resolution of problems or concerns to patient/families and to appropriate hospital personnel
- Participates in orientation and in-service educational problems to employees, medical students, and volunteers in relation to the Patient’s Bill of Rights, patient perception of care and staff sensitivity to patient records
7
Responsibilities For Urgent Care Patient Representative PRN Resume
- Provides Notary Public Services to patients/families (if so credentialed)
- Generate report on Patient Concerns and Complaints
- Patient Advocate serves as the chairperson for the Customer Service Committee. Is ultimately responsible for scheduling meeting, reserving conference room, charter, agendas, minutes, action plans and reporting to Leadership
- VISN 23 Patient Advocate Call - this is a monthly call that one of the advocates from each facility participate in to share ideas
- PIC - Patient Advocate to report data
- National Patient Advocate Conference Call
8
Responsibilities For Patient Representative Resume
- Knowledge of HIPAA and confidentiality requirements, insurance payer regulations and requirements, and patient rights
- Knowledge of revenue cycle components and his/her role in the ability to impact the overall process
- Knowledge of the impact of accurate registration has on patient satisfaction
- Maintain composure in a position that has considerable deadlines, customer contact and high volumes
- Provide a channel through which patients can seek solutions to problems, concerns and unmet needs
- Work with health care providers and administrative support staff in preventing and resolving patient complaints; identify issues that occur on a repetitive basis
9
Responsibilities For Patient Representative, PRN Resume
- Explains entitlements to patients and their families
- Assists with congressional and or/patient inquiry letters as requested by the Office of the Director
- Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation
- Conducts special projects to evaluate customer initiatives and provide recommendations to the supervisor to improve all aspects of customer service for the clinic and community-based outpatient clinics
- Reviews and develops communication strategies to widely publicize customer service feedback
- Makes inquiry into patient complaints
- Initiates action or changes necessary to correct problem situations
- Reports on corrective measures taken to the patient or patient's representative
- Collaborates with each service/care line to assist in the development of its own customer service strategic plan
10
Responsibilities For Emergency Department Patient Representative Resume
- Proactively identifies patient and family issues
- Participates as a member of the clinic's Patient Service Team
- Provide technical and administrative supervision to a unit of patient representatives and support staff
- Oversee the daily operation of the program
- Schedules, reschedules, and coordinates appointments using hospital software by performing visit notifications to patients, pre-registration of patients as needed, inputs and/or updates accurate patient information
- Conducts insurance verification and benefit explanation by running eligibility on patients, performs ABN completion
- Maintain initial plan of care (signatures, etc.), and is responsible for inputting daily and monthly statistics and communicates any medical record issues
- Process walk-ins, create new patient charts, access systems for orders, work patient portal and maintains tracker board for multiple departments
- Conducts authorizations and pre-certifications, tracks pre-authorizations maintains referrals
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