Excel
Rachel Lonneman
Sacramento,CA
Summary
Dependable Patient Service Representative II serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts. Skilled at coordinating busy offices and maintaining professionalism in stressful situations. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Microsoft, EPIC/EMR. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 3 years of relevant work experience.
Overview
7
7
years of professional experience
Work History
PSR II
UC Davis Health Neurology
12.2022 - Current
- Experience in practices and protocols related to medical office procedures, including but not limited to medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.
• Knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county-funded coverage, and workers’ compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics, and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
• Knowledge of ICD-9/10, CPT, and HCPCS coding guidelines sufficient to accurately identify services performed, including diagnoses, procedures, and supplies.
• PC proficiency in computer system applications (such as MS Office Suite, cloud-based applications, etc). Provided exceptional customer service to patients, answering questions and addressing concerns. - Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
Patient Service Representative II
UC Davis Health Cancer Center
07.2022 - 12.2022
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Balanced deposits and credit card payments each day.
- Use EPIC/EMR to schedule appointments.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Compiled and reviewed medical charts.
- Manage 60-80 calls per day
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
Patient Service Representative II Float
UC Davis Health Ambulatory Float Staff
06.2020 - 07.2022
- Reviewed and corrected claim errors to facilitate smooth processing.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Compiled and reviewed medical charts.
- Use EPIC/EMR to schedule appointments.
- Educated patients on medicine and at-home healthcare tools.
- Explained plans for treatment and payment options.
- Balanced deposits and credit card payments each day.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Organized patient records and database to facilitate information storage and retrieval.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Delivered services to customer locations within specific timeframes.
- Managed 65 calls per day Inbound and outbound calls
PT Assistant Manager
Tuesday Morning
03.2017 - 01.2020
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Compiled financial data to comply with budget.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Developed strategy to increase sales and drive profits.
- Reviewed sales and gross profit report to assess company efficiency.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Created employee schedules to align coverage with forecasted demands.
- Reduced financial discrepancies to minimize threats to health and productivity of business.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Monitored security to protect employees, customers and property.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Introduced new products or services, increased marketing activities and improved customer service to drive sales.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Recognized staff for contributions to company success to foster engagement and increase productivity.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Mentored team members to enhance professional development and accountability in workplace.
- Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Increased sales by 25% by placement of merchandise
Education
GED -
Sunrise Tech Center
Sacramento, CA06-2022
Skills
- CPT/ICD-10 coding understanding
- Chart pulling
- Insurance verifying
- Directing callers
- Payment collection
- Appointment Scheduling
- Problem-Solving
- Microsoft Software Proficiency
- Customer service skills
- Office Administration
- Medical Insurance
- Benefits Explanations
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved patient conflict which led a positive outcome.
- Resolved product issue through consumer testing.
- Supervised team of 10 staff members.
Additional Information
Administering and interpreting the temperature of an individual utilizing tympanic and/or oral thermometers according to manufacturer’s instructions and CDC guidance for personal protection.Reporting cases of positive and negative responses according to established protocols while remaining cognizant of appropriate reporting requirements (State, Local and Federal). Handles all incoming calls by screening, transferring, and answering appropriately, timely, and efficiently. Takes accurate and appropriate messages, assists and greets patients/visitors in a friendly and courteous manner, check patients in and out, and distributes mail, faxes. Referrals and authorizations, eligibility.
Software
EPIC/EMR
Microsoft Office
Oracle
Timeline
PSR II
UC Davis Health Neurology
12.2022 - Current
Patient Service Representative II
UC Davis Health Cancer Center
07.2022 - 12.2022
Patient Service Representative II Float
UC Davis Health Ambulatory Float Staff
06.2020 - 07.2022
PT Assistant Manager
Tuesday Morning
03.2017 - 01.2020
GED -
Sunrise Tech Center
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