Zainab Siddiqi
Vernon Hills,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Accommodating Patient Service Representative offers account management, data entry and customer service paired with proficiency in Epic, NextGen, Genysis, Outlook and Cornerstone. Greets and checks in patients and verifies correct patient information. Communicates with customers in courteous, respectful manner.
Diligent Supervisor with proven history of enhancing patient satisfaction through effective communication and problem-solving. Successfully streamlined appointment scheduling processes, ensuring smooth operations. Demonstrated strengths in patient interaction and administrative tasks. Demonstrated strengths in patient interaction and administrative tasks.
Skilled professional ready to excel in a leadership role with focus on results-driven performance. Proven ability to streamline operations and foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
Advocate Aurora Health Care
Oak Brook, IL
08.2022 - Current
- Promoted from PACT II to PACT III within the first six months of rehire, demonstrating rapid skill development and consistent high performance.
- Selected to precept and train new hires, providing guidance on workflows, call handling, and best practices to support successful onboarding.
- Partnered with tenured teammates to improve call performance by offering shadowing support, coaching, and real-time feedback beyond the initial 90-day period.
- Provided on-demand support on the help desk, assisting teammates with questions, troubleshooting issues, and ensuring timely resolution.
- Active member of the Well-Being Influencers Committee, promoting mental health awareness by sharing daily tips and stress management techniques with colleagues.
- Maintained strong team engagement by consistently responding to questions and facilitating communication through team chat platforms.
- Collaborated with ECR III team members to organize and implement monthly knowledge quizzes, reinforcing understanding of evolving protocols and improving team readiness.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scheduled patient appointments and procedures.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Documented and managed patient information in computer system.
- Answered patient questions and fielded complaints to resolve issues.
- Registered patients by verifying records to update computer system and patient charts.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Obtained proper authorization and identification to release confidential medical records.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Utilized technology and specialized software to maximize productivity.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Assisted in training new staff on patient scheduling systems and operational protocols.
- Reviewed appointment schedules daily to optimize resource allocation and minimize wait times.
- Monitored patient feedback trends to recommend improvements in service delivery and care experience.
- Engaged with interdisciplinary teams to streamline referral processes and enhance patient care coordination.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Trained new staff on filing, phone etiquette and other office duties.
Procedure Scheduler
Illinois Gastroenterology Group
Glenview, IL
02.2022 - 08.2022
- Pulled patient charts for upcoming appointments.
- Secured pre-authorizations and pre-certifications for minor surgical procedures performed in office settings.
- Assisted patients in filling out pre-appointment paperwork.
- Assisted patients with canceling and rescheduling appointments.
- Instructed patients regarding how to prepare for appointments.
- Answered phone calls and took messages for staff members.
- Updated patient information in databases and adhered to confidentiality requirements.
- Followed up with patients and confirmed appointments.
- Routed calls and correspondence to appropriate medical staff.
- Prevented double bookings and set aside appropriate time in between appointments.
- Reviewed insurance information with patients and processed copays.
- Informed patients regarding needed medical tests and procedures.
- Greeted patients and guests upon entering lobby areas.
- Filed appointment documents and organized clerical supplies.
- Evaluated medical insurance details and informed patients of uncovered fees.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Answered telephones and directed calls to appropriate medical or administrative staff.
- Communicated with patients with compassion while keeping medical information private.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Compiled and coded patient information or data in appropriate computer system.
- Completed relevant insurance and other claim forms.
- Interviewed patients to complete case histories and intake forms.
Patient Access Representative
Northshore University Health System
Skokie, IL
08.2018 - 12.2019
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Explained policies, procedures and services to patients.
- Collaborated with clinical and administrative staff to meet patient needs.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Instructed patients on policies and required actions for different types of appointments and procedures.
Education
Some College (No Degree) - Nursing
North Park University
Chicago, ILSkills
- Evaluating Quality of Care
- Quality Standards and Protocols
- Knowledge of Community Services and Programs
- Organized and Detail-Oriented
- Resolving Problems
- Explaining Policy and Procedures
- Comfort with Technology and Databases
- Time Management and Prioritization
- Queue management
- Team collaboration
- Relationship building
- Quality assurance
- Training coordination
- Team leadership
- Friendly and outgoing
- Punctual and hardworking
- Multitasking and organization
Languages
Hindi
Full Professional
Urdu
Full Professional
Punjabi
Full Professional
Timeline
Patient Service Representative
Advocate Aurora Health Care
08.2022 - Current
Procedure Scheduler
Illinois Gastroenterology Group
02.2022 - 08.2022
Patient Access Representative
Northshore University Health System
08.2018 - 12.2019
Some College (No Degree) - Nursing
North Park University