Autumn Riggs
Greenville
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
9
9
years of professional experience
Work History
Patient Concierge Coordinator
Nu Image Surgical and Dental Implant Center
10.2023 - Current
- Answered incoming calls, scheduled appointments, assessed needs and offered qualified support. Processed voicemails and returned calls
- Obtaining patient demographics
- Assisted patients with navigating insurance processes, reducing confusion and financial stress surrounding dental expenses.
- Provided compassionate support to patients and families during difficult dental experiences.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Prepping charts for day/week before
- Established strong rapport with patients, fostering trust and open communication for improved outcomes.
- Improved patient satisfaction by providing personalized care and addressing individual concerns.
- Ensured HIPAA compliance while managing sensitive patient information for secure data handling practices.
- Collaborated with dental staff to ensure patients received timely and appropriate care.
- Addressed any concerns or issues raised by patients promptly to maintain high levels of satisfaction throughout their visit.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in and check-out procedures.
- Facilitated communication between patients and various departments and staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to dental staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Open and close office duties
Insurance Specialist
Raleigh Hand To Shoulder Center
10.2022 - 10.2023
- Posting payment from EFT's, insurance checks and personal checks from patients
- Using insurance websites to check claim status, work on denials and corrected claims
- Filing paper claims to tertiary insurances
- Followed up on denials, late payments, extensions and other special circumstances.
- Maintained high standards of customer service by building relationships with clients.
- Printing EFT's from Payerpath, Optum, Echo, Payspan, Streamdata, and Cigna
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Communicated effectively with members of operations, finance, and clinical departments.
- Utilized Allscripts to document and track customer account details.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Improved operational efficiency by developing procedures for processing claims, payments, and endorsements.
- Developed strong rapport with providers which led to better negotiating power on behalf of patients when needed.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Strengthened client relationships through consistent follow-ups and ensuring timely renewals.
- Provided exceptional service to clients by guiding them through the claims process stepbystep.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Investigated and processed claims swiftly to keep customers satisfied.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Educated clients on insurance policies and procedures.
- Verifying patients benefits
Front Desk Receptionist
Raleigh Hand To Shoulder Center
01.2020 - 10.2022
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained payments from patients and scanned identification and insurance cards.
- Trained new employees and recreated parts of the medical receptionist manuel
- Prepping charts the day before
Insurance Verification Specialist
Capital City Surgery Center
02.2019 - 11.2019
- Conducted insurance verification and preauthorizations and managed patient charts.
- Improved efficiency by streamlining insurance verification processes for patient intake.
- Streamlined insurance verification processes for increased efficiency and reduced errors.
- Conducted thorough insurance verification processes, facilitating smooth transitions during patient visits.
- Coordinated with medical professionals to ensure accurate insurance verification and authorization.
- Enhanced patient satisfaction by efficiently managing registration and insurance verification processes.
- Completed insurance verification and benefit authorization with appropriate documentation in billing system.
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
- Coordinated insurance verification procedures, resulting in minimized billing errors and increased revenue collection.
- Improved accuracy in insurance verification, resulting in reduced claims denials and faster reimbursements.
- Expedited insurance verification processes, ensuring prompt authorizations for necessary medical treatments or procedures.
- Handled insurance verification tasks using Zirmed and Amkai to validate patient insurance information.
- Ran estimates based on patient's insurance benefits and procedure codes
- Maximized accuracy of insurance verification processes by thoroughly reviewing coverage details before submitting claims.
Medical Receptionist
Capital City Surgery Center
10.2015 - 01.2019
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice's services.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Supported office staff and operational requirements with administrative tasks.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Performed various administrative tasks by filing, copying and faxing documents.
- Obtained payments from patients and scanned identification and insurance cards.
- Created training manual for prepping surgery charts
- Obtaining H&P's from physicians offices and ensuring it matches to the surgery plan
- Communicating with physicians offices to obtain H&P in timely manner and to confirm surgerical plans
Education
HIGH SCHOOL DIPLOMA -
East Wake Academy
06.2012
Skills
- Organized
- Visual and Hands on Learner
- Positive Attitude
- Willingness to learn new task
- Team Player
- Healthcare system understanding
- Appointment Scheduling
- Customer Service
- Attention to Detail
- Registration and Scheduling
- Insurance verifying
References
- Kim Robinson, (919)818-8806
- Christina Bledsoe, (919)588-0575
- April Jackson, (757)778-5810
- Jennifer Negri, (817)404-9883
Timeline
Patient Concierge Coordinator
Nu Image Surgical and Dental Implant Center
10.2023 - Current
Insurance Specialist
Raleigh Hand To Shoulder Center
10.2022 - 10.2023
Front Desk Receptionist
Raleigh Hand To Shoulder Center
01.2020 - 10.2022
Insurance Verification Specialist
Capital City Surgery Center
02.2019 - 11.2019
Medical Receptionist
Capital City Surgery Center
10.2015 - 01.2019
HIGH SCHOOL DIPLOMA -
East Wake Academy
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