Crystal Butler
Ellaville
Summary
Detail-oriented Patient Account Representative with extensive knowledge of billing systems, medical terminology and insurance practices. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Experienced with patient registration, insurance verification, and managing patient inquiries. Uses effective communication to ensure seamless patient interactions and adherence to healthcare protocols. Track record of enhancing patient satisfaction through efficient and compassionate service.
Professional in patient access with strong focus on team collaboration and achieving results. Skilled in patient registration, insurance verification, and handling sensitive information with confidentiality. Known for flexibility in adapting to changing needs and relying on strong communication and problem-solving abilities. Prepared to make significant impact in ensuring seamless patient access and satisfaction.
Overview
20
20
years of professional experience
Work History
Patient Access Specialist
Phoebe Sumter Medical Center
07.2024 - Current
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Prepared patient identification band and completed admissions papers.
- Performed patient pre-admission, admission, transfer and discharge activities.
- Educated patients on available resources, programs, and financial assistance options to optimize their healthcare experience.
Hematology Oncology Scheduling Coordinator
Phoebe Sumter Medical Center
09.2020 - 07.2024
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
- Fostered a positive work environment by addressing employee schedule concerns in a timely manner and with empathy.
- Generated reports and tracked data to monitor operational priorities and scheduling.
- Increased patient satisfaction through timely appointment scheduling and proactive management of wait times.
Patient Accounting Representative
Phoebe Putney Memorial Hospital
03.2016 - 09.2020
- Process and monitor billing and follow up on claims submitted for payment to insurance payers, governmental payers and state agencies.
- Maintain and manage patient documents and medical records.
- Screen and refer all incoming calls and patients and manage patient flow.
- Enter charges and payments, transcribe medical information and correspondence, file insurance and worker's compensation claims, and pursue collections daily.
- Provide general clerical duties such as ordering supplies, copying, faxing, and answering patient questions via telephone.
- All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations, as appropriate.
- Follow up with commercial payers on denied hospital claims.
- Track and resolve denials and payment issues.
- Identify and resolve claim edits or payer rejections through the understanding of billing guidelines and payer requirements.
- Initiate appropriate contact methods (phone calls, fax, payer portal, mail, email) to respond to inquiries from various external sources.
- Assist clients with billing and insurance questions as necessary.
- Appropriately document all accounts in detail based on incoming correspondence or feedback.
- File appeals and all pertinent supporting.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
Customer Care Representative II
Anthem Blue Cross Blue Shield
11.2013 - 03.2016
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contacts, eligibility, billing, and claims.
- Analyze problems and provides information/solutions.
- Reviewing and appealing unpaid and denied claims.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Determined appropriateness of payers to protect organization and minimize risk.
- Accurately inputted all patient and insurance information into company's computer system.
- Verified client information by analyzing existing evidence on file.
Sales Associate II
Lowes Home Improvement
11.2010 - 10.2013
- Responsible for handling all customer inquiries, sales, returns at the Customer Service/Return Desk, operating the cash register, processing customer payments, bagging customer goods, and processing customer returns, etc.
- Greets and acknowledges all customers in a friendly, professional manner and provides quick, responsive customer service.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to effectively build rapport and lasting relationships.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
- Prepared large cash deposits with zero discrepancies.
Dining Facility Attendant
L & S Services
07.2005 - 11.2007
- Responsible for setting up dining hall to serve a large number of soldiers three times a day.
- Adhere to all sanitary procedures.
- Took customer orders and relayed to kitchen staff with accuracy, circulating dining room to identify service opportunities.
- Coordinated with food preparation staff for time plating and delivery of meals to dining room guests to guarantee freshness and acceptable temperature.
Education
Associate - Medical Administrative Assistant
Ultimate Medical Academy - Clearwater
Clearwater, FL09.2019
High School Diploma -
Americus High School
05.2004
Bachelor of Science - Health Services Administration
Strayer University
03-2027
Skills
- Cash Flow analysis
- Management accounting
- Accounting systems and controls
- Billing systems and software
- Medical Billing
- Patient Care
- HIPAA Compliance
- Invoice Processing
- Payment Processing
- Insurance Knowledge
- Medical Records Management
- Account Reconciliation
- Medical Coding
- Billing Inquiries
- Claims Adjustments
- Point of Sale Systems
- Product Knowledge
- Customer Complaint Resolution
- Inbound and Outbound Calling
- Medical terminology
- Front desk operations
- Appointment scheduling
- Professionalism and ethics
- Insurance billing
- Patient scheduling
Timeline
Patient Access Specialist
Phoebe Sumter Medical Center
07.2024 - Current
Hematology Oncology Scheduling Coordinator
Phoebe Sumter Medical Center
09.2020 - 07.2024
Patient Accounting Representative
Phoebe Putney Memorial Hospital
03.2016 - 09.2020
Customer Care Representative II
Anthem Blue Cross Blue Shield
11.2013 - 03.2016
Sales Associate II
Lowes Home Improvement
11.2010 - 10.2013
Dining Facility Attendant
L & S Services
07.2005 - 11.2007
High School Diploma -
Americus High School
Associate - Medical Administrative Assistant
Ultimate Medical Academy - Clearwater
Bachelor of Science - Health Services Administration
Strayer University
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