Melissa Fisher
PITTSBURGH
Summary
Dynamic Patient Service Representative II with extensive experience at UPMC Presbyterian Hospital, excelling in patient communication and insurance verification. Proven ability to enhance patient satisfaction through exceptional customer service and effective problem resolution. Skilled in HIPAA compliance and electronic health records management, fostering strong relationships with patients and healthcare teams.
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 18 years of relevant work experience to your team.
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in EPIC and SharePoint.
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
24
24
years of professional experience
Work History
Patient Service Representative II
UPMC Presbyterian Hospital-EMU
05.2022 - Current
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used Epic and SharePoint to schedule appointments.
- Verified insurance eligibility and coverage for patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Handled customer service inquiries in person, via telephone and through email.
- Built and maintained positive working relationships with patients and staff.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered support to medical staff in completion of patient paperwork.
- Resolved customer complaints using established follow-up procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Answered incoming calls, scheduled appointments and filed medical records.
- 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.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Engaged with patients to provide critical information.
- Facilitated communication between patients and various departments and staff.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Greeted and assisted patients with check-in procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Provided excellent customer service to patients and medical staff.
Health Unit Coordinator
St. Clair Hospital
08.2001 - 02.2015
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assembled and maintained patient medical records and other documents related to patient care.
- Assisted with processing patient admissions, transfers and discharges.
- Provided care for 12-patient unit, coordinating day-to-day hygiene, feeding and quality of life functions.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Communicated with patients, ensuring that medical information was kept private.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
Education
High School Diploma -
Carlynton Jr./Sr. High School
Carnegie, Pa 06-1998
Skills
- Document filing
- Patient interviewing skills
- Front desk supervision
- System updates
- Insurance verifying
- Appointment confirmation
- Check-in coordination
- Patient greeting
- Appointment scheduling
- Scheduling appointments
- Medical terminology
- HIPAA compliance
- Verbal and written communication
- Customer service
- Patient admitting
- Clinical data entry
- Office administration
- Medicaid
- Phone etiquette
- Electronic health records
- Medical insurance
- Patient confidentiality
- Patient intake
Above and Beyond Award Recipient
I was nominated by my current manager for exceptional patient care.
Timeline
Patient Service Representative II
UPMC Presbyterian Hospital-EMU
05.2022 - Current
Health Unit Coordinator
St. Clair Hospital
08.2001 - 02.2015
High School Diploma -
Carlynton Jr./Sr. High School
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