Leslie Robb
Garner
Summary
Dynamic and results-driven Lead Patient Access Representative at Family Medical Associates of Raleigh, skilled in insurance verification and team leadership. Enhanced revenue cycle management through efficient workflows and training, ensuring timely patient check-ins. Proven ability to foster a positive workplace culture while resolving complex billing issues and mentoring staff for professional growth.
Overview
14
14
years of professional experience
Work History
Lead Patient Access Representative
Family Medical Associates of Raleigh
07.2018 - Current
- Help manage the front office of a very busy primary care office. We have 5 MDs and 4 PA/NPs and saw over 100 patients a day.
- Supported the implementation of new EMR software, Allscripts and Phreesia, facilitating a smooth transition for staff and patients alike.
- Created best practice workflows for check-in, check-out, insurance verification, and new patient intake processes.
- Greeted and assisted patients with check-in procedures.
- Managed high call volumes effectively while maintaining a positive attitude and professional demeanor at all times.
- Verified patient insurance eligibility and entered patient information into system.
- Improved revenue cycle management by verifying insurance eligibility and obtaining necessary authorizations. Verified insurance, copays and deductibles, balances and credits on next day's schedule. Ensuring little to no delays at check in for staff and patients and ultimately keeping the provider on time with their schedules.
- Answered incoming calls, scheduled appointments.
- Assisted in developing departmental policies and procedures that promoted efficiency, accuracy, and exceptional customer service.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Promoted a positive workplace culture by demonstrating respect, empathy, and professionalism in all interactions with patients and coworkers.
- Followed document protocols to safeguard confidentiality of patient records.
- Resolved complex billing issues, working closely with insurance companies to ensure prompt payment for services rendered.
- Facilitated communication between patients and various departments and staff.
- Served as a liaison between patients, providers, and administrative staff to ensure seamless coordination of care across multiple departments.
- Responded to inquiries by directing calls to appropriate personnel.
- Developed comprehensive training materials for new hires, leading to faster onboarding and increased employee confidence in their roles.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
- Mentored junior Patient Access Representatives, providing guidance and support for their professional development.
- Offered simple, clear explanations to help clients and families understand office policies and procedures.
Patient Care Coordinator
Allmed Clinic
12.2010 - 07.2018
- Managed the front office of a small primary care office with 2 MDs and 1 PA/NP.
- Greeted incoming patients professionally and provided friendly, knowledgeable assistance.
- Checked in and checked out patients.
- Answered phone promptly and directed incoming calls to correct persons.
- Called, scheduled, and confirmed appointments, communicated with patients.
- Handled cash and credit card transactions and maintained sales and payments records accurately.
- Referrals coordinator
- Self-Taught billing and coding under Athena EHR.
Education
High School Diploma -
East Wake High School
Wendell, NC05-2004
Skills
- HIPAA compliance
- Insurance verification expertise
- Training and mentoring
- Strong leadership
- Medical terminology proficiency
- Multitasking and organization
- Team leadership
- Insurance verification
- Insurance billing
- Quality assurance
- Eligibility determination
Timeline
Lead Patient Access Representative
Family Medical Associates of Raleigh
07.2018 - Current
Patient Care Coordinator
Allmed Clinic
12.2010 - 07.2018
High School Diploma -
East Wake High School
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