Margaret Haines
UPMC Altoona
Altoona
29
years of professional experience
Dynamic healthcare professional with over 17 years of experience in patient access and financial counseling. Proven ability to resolve conflicts, ensure HIPAA compliance, and train new team members, contributing to improved patient satisfaction and operational efficiency.
Work History
Patient Access Representative
8 Years- Verified insurance eligibility and benefits, improving accuracy of patient information.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Obtained payments from patients and scanned identification and insurance cards.
- Enhanced patient experience, ensuring a welcoming environment from the first point of contact.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
Patient Financial Counselor
2 Years 11 Months- Coordinated with insurance providers to verify patient coverage and benefits eligibility.
- Educated patients on financial assistance programs and options for care affordability.
- Conducted thorough audits of patient accounts to identify discrepancies and prevent potential revenue loss.
- Streamlined communication between financial counseling department and clinical staff, ensuring unified approach to patient care.
- Engaged with patients to provide critical information, specifically Trauma patients and obtaining auto and workman's comp insurances.
Patient Access Representative
6 Years 1 Month- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Enhanced patient experience, ensuring a welcoming environment from first point of contact.
Diet Clerk
11 Years 7 Months- Coordinated dietary services to ensure patient satisfaction and compliance with nutritional guidelines.
- Assisted in menu planning, accommodating dietary restrictions and preferences for diverse patient populations.
- Enhanced patient satisfaction with their meals by collaborating with kitchen staff to ensure quality food preparation and presentation.
- Resolved patient concerns or complaints regarding meal quality or service efficiently, providing equitable solutions that prioritize patient satisfaction.
- Maintained accurate patient meal records, ensuring timely delivery and adherence to prescribed diets.
Education
High School Diploma
No Degree - Health Policy And Administration
- Relevant Coursework: Insurance 101 and, Death and Dying with Dignity
Coding Certificate
Medical Terminology Certificate
Skills
HIPAA compliance
Appointment scheduling
Patient advocacy
Customer service
Effective problem solving
Conflict resolution
Attention to detail
Multitasking Abilities
Organizational skills
Team management
Training and mentoring
Teamwork and collaboration
Adaptability and flexibility
Timeline
Patient Access Representative
UPMC Altoona
08.2018 - CurrentRead More
Patient Financial Counselor
UPMC Altoona
09.2015 - 08.2018Read More
Patient Access Representative
Altoona Regional Health System
08.2009 - 09.2015Read More
Diet Clerk
Altoona Regional Health System
01.1998 - 08.2009Read More
Bishop Guilfoyle High School
High School Diploma
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Pennsylvania State University
No Degree from Health Policy And Administration
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Greater Altoona Career And Technology Center
Coding Certificate
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Greater Altoona Career And Technology Center
Medical Terminology Certificate
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Awards
Received Guardian Angel award and UPMC Aces award.