Lisa Allen
Greenville
Summary
Compassionate patient representative with background in managing patient interactions and resolving concerns effectively. Skilled in communication, ensuring clarity and understanding between healthcare providers and patients. Demonstrated ability to improve patient satisfaction through attentive service and problem-solving. Contributed to streamlining front office operations, enhancing overall efficiency in previous roles.
Overview
20
20
years of professional experience
Work History
Patient Access Representative II
ECU Health Medical Center
Greenville
08.2006 - Current
- Applied HIPAA privacy and security regulations while handling patient information.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Assisted with scheduling outpatient appointments.
- Greeted patients and visitors in a courteous and professional manner.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Actively participated in team meetings and training sessions.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Screened patients for eligibility for state, local and federal assistance programs.
- Guided patients through the completion of consent and other required medical forms.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Provided assistance to internal departments when needed.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Assembled registration paperwork and placed identification bands on patient.
- Created new patient accounts in EMR system as needed.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Collaborated with other departments to ensure quality customer service was delivered.
- Collaborated with clinical and administrative staff to meet patient needs.
Medical Secretary
ECN Neurology
Greenville
02.2005 - 07.2006
- Managed physician calendar, scheduling patient appointments and procedures.
- Created new patient files when needed and ensured that all documents were properly filed in each file folder.
- Conducted follow-up calls to patients for appointment reminders and care instructions.
- Answered incoming calls in a professional manner and directed them to the appropriate personnel.
- Arranged hospital admissions for patients as required.
- Transcribed medical dictation and prepared referral letters.
- Compiled and coded patient information or data in appropriate computer system.
- Facilitated communication between patients, physicians, and other healthcare professionals.
- Verified patient demographics and insurance information prior to each visit or procedure.
- Coordinated referrals between primary care physicians and specialists as required.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Greeted patients upon arrival, collected medical history, and verified insurance coverage.
- Utilized medical software for patient registration, scheduling, and records management.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Scheduled and confirmed patient appointments, surgeries, and medical consultations.
Education
Associate of Applied Science - Nursing Education
Beaufort Community College
Washington,NC08-2026
Skills
- Patient care
- Electronic medical records
- Medical terminology
- Clinical documentation
- Regulatory compliance
- Customer service
- Patient check-in
- Complaint processing
- Insurance verification
- Pre-admission requests
- Strong empathy
- Friendly and outgoing
- Policy understanding
- Verbal and written communication
- HIPAA compliance
- Patient registration
- Registration and admissions
- Phone and email etiquette
Timeline
Patient Access Representative II
ECU Health Medical Center
08.2006 - Current
Medical Secretary
ECN Neurology
02.2005 - 07.2006
Associate of Applied Science - Nursing Education
Beaufort Community College
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