Waverlynn Hicks
Chicago
Summary
Bringing Innovation, Expertise, and Commitment to the Organization with extensive experience as a Patient Access Representative. Skilled in patient communication, patient verification, data management, and providing reliable support in fast-paced environment. Able to remain calm and work well in high-pressure situations, possessing interpersonal skills that match well with achieving my qualifications while offering several opportunities to apply my clinical and administrative skills to your team.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Chicago Lighthouse for the Blind
08.2023 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Contributed to revenue cycle improvements by identifying and rectifying billing discrepancies.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Enhanced patient experience, ensuring welcoming environment from first point of contact.
- Optimized resource allocation by effectively managing patient flow and scheduling.
- Facilitated smoother patient visits, coordinating with healthcare providers to ensure timely service.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
Certified Medical Assistant
UI Health
05.2011 - 10.2020
- Called and faxed pharmacies to submit prescriptions and refills.
- Assisted physicians in providing quality care through thorough documentation of medical histories and physical examination results.
- Prepared patients for examinations or treatments, positioning them properly to ensure comfort throughout the procedure while assisting healthcare professionals as needed.
- Improved patient flow within the clinic by effectively managing appointment scheduling and timely rooming of patients.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Maintained confidentiality of patient information by adhering to HIPAA guidelines at all times during recordkeeping and communications.
- Ensured optimal patient experience by maintaining a clean, comfortable, and organized treatment environment.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Built rapport with diverse populations of patients through compassionate listening skills and empathetic communication.
- Utilized electronic health records software proficiently to input data accurately, facilitating smooth transitions between healthcare providers during patient handoffs.
- Continually updated medical knowledge through participation in professional development opportunities, staying current on industry trends and advancements in clinical practice.
- Taught patients about medications, procedures, and care plan instructions.
- Demonstrated strong multitasking skills while juggling multiple responsibilities including front office duties like answering phones or processing billing inquiries alongside clinical tasks when required.
- Recognized potential emergencies, acting swiftly to notify appropriate personnel and initiate necessary protocols for patient safety.
- Educated patients on preventive healthcare measures such as vaccinations, diet modifications, and exercise routines tailored to their specific needs.
- Supported team members in providing comprehensive care through active participation in interdisciplinary meetings focused on individualized clinical goals.
- Enhanced patient care by efficiently performing clinical tasks such as taking vital signs and administering medications.
- Collaborated with healthcare providers to develop individualized care plans, ensuring all patients received the best possible treatment suited to their needs.
- Facilitated effective communication between patients and healthcare providers with clear explanation of medical procedures and treatment plans.
- Streamlined the check-in process for patients, verifying insurance information and obtaining necessary paperwork for efficient appointments.
- Performed medical records management, including filing, organizing and scanning documents.
- Obtained client medical history, medication information, symptoms, and allergies.
Education
No Degree - Health Administration
University of Arizona
Tucson, AZNo Degree - Certified Medical Assistant
Illinois School of Health Careers
Chicago, IL06-1997
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Multitasking and organization
- Appointment scheduling
- Phone and email etiquette
- Medical terminology
- Healthcare systems navigation
- Strong empathy
- Problem-solving
- EMR
- Team collaboration
- Quality assurance
- Relationship building
- Conflict resolution
- Patient education
- Information collection
- Work quality evaluation
- Call screening
- Team leadership
- Referral coordination
- EMR updating
- Fee collection
- Payment processing
- Money handling
- Registration and admissions
- Patient check-in
- Flexible schedule
- Insurance billing
- Registration management
- Pre-admission requests
- Paging systems
- Friendly and outgoing
- Customer follow-up
- Verbal and written communication
- Electronic health records
- Data entry
- Policy understanding
- Intake assessment
- Records maintenance
- Appointment reminders
- Patient identity verification
- Registration and scheduling
- Caring and empathetic
- Calm and effective under pressure
- Insurance authorizations
- Patient documentation
- Punctual and hardworking
- Insurance verifying
- Administrative and office support
- Patient interviewing
- Resolving problems
- Multi-line telephone systems
- Data collection
- Gathering information from patients
- Patient confidentiality and data security
- Insurance forms processing
- Payment collection
- Clerical and filing support
- Explaining policy and procedures
- Documenting and recording information
- Communicating to patients and families
- Claims handling and coverage verification
- 50 WPM typing speed
- Records management
- Document filing
- Medical history documentation
- Schedule coordination
- Patient intake
- Database search and data entry skills
- Benefits explanation
- Word processing
- Health information Access management
- Providing information and resources
- Reliability and dedication
- Interpreting physician orders
Certification
American Medical Technologists (CMA)
- Certified [CMA], UI Health System - May 11, 2011 - Present
Timeline
Patient Access Representative
Chicago Lighthouse for the Blind
08.2023 - Current
Certified Medical Assistant
UI Health
05.2011 - 10.2020
No Degree - Health Administration
University of Arizona
No Degree - Certified Medical Assistant
Illinois School of Health Careers
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