Mackenzie Russell
Lawrence
Summary
Proven Patient Account Representative at Select Medical, adept in HIPAA compliance and insurance billing, with a strong emphasis on empathy and team collaboration. Excelled in enhancing revenue recovery and patient care, significantly reducing claim denials. Spearheaded process improvements, contributing to a positive and efficient work environment.
Overview
10
10
years of professional experience
Work History
Patient Account Representative
Select Medical
06.2019 - 09.2024
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Facilitated smooth communications between patients, providers, and insurers, fostering an atmosphere of trust and collaboration.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Conducted regular audits of patient accounts, identifying discrepancies and rectifying errors as needed.
- Electronically submitted bills according to compliance guidelines.
- Ensured compliance with healthcare regulations while processing claims and managing patient accounts.
- Identified trends in unpaid accounts, developing targeted solutions for improved revenue recovery.
- Responded to patient, family, and external payer inquiries.
Residential Program Worker
Arc Human Services
01.2017 - 12.2018
- Collaborated with interdisciplinary teams to develop comprehensive treatment plans for residents with complex needs.
- Maintained detailed documentation of residents'' progress, challenges, and changes in behavior to inform care decisions.
- Encouraged open communication among staff members through regular team meetings and promoting an atmosphere of collaboration in addressing challenges faced by residents
- Managed crisis situations effectively through de-escalation techniques and timely interventions when necessary.
- Promoted independence among residents by teaching essential life skills such as budgeting, meal preparation, and personal hygiene practices.
- Provided vocational training opportunities for residents interested in developing new skills or pursuing employment goals.
- Coordinated with external service providers to ensure continuity of care for residents receiving additional supports or therapies outside the residential program.
- Transferred residents from beds to wheelchairs or motorized vehicles, using effective lifting skills.
- Contributed to the development and review of program policies and procedures, ensuring compliance with state regulations and accreditation standards.
- Reacted quickly and calmly in all emergency situations, adhering to all safety procedures and policies.
Front Desk Office Assistant
Centerville Clinics
01.2015 - 05.2017
- Collaborated with fellow team members to complete high-priority tasks on time, contributing to overall company success.
- Provided exceptional customer service by promptly addressing complaints and concerns, resulting in higher client retention rates.
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
- Maintained strict guest privacy standards by securely handling sensitive information such as payment details or personal data.
- Answered customer telephone calls promptly and appropriately handled needs.
Education
Associates in Business Management - Business
Penn Commercial Bussiness Technical School
Washington, PA03-2014
Skills
- HIPAA compliance
- Insurance verification
- Insurance billing
- Medical billing
- Strong empathy
- Team collaboration
- Medical terminology knowledge
- Verbal and written communication
- Insurance collaboration
- Collections experience
- Patient care
- Insurance company communication
Timeline
Patient Account Representative
Select Medical
06.2019 - 09.2024
Residential Program Worker
Arc Human Services
01.2017 - 12.2018
Front Desk Office Assistant
Centerville Clinics
01.2015 - 05.2017
Associates in Business Management - Business
Penn Commercial Bussiness Technical School
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