Jasmine Wyniece Hardy

• Answered 50 or more inbound calls and scheduled appointments in Epic EHR for 30 ophthalmologists and specialty providers.
• Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
• Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
• Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
• Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.

• Managed team performance by providing clear direction, support, and motivation to teammates.
• Managed high call volumes up to 60 calls or more per day while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Enhanced patient satisfaction by efficiently addressing and resolving inquiries in a timely manner.

• Checked in and out patients, collected copays, and updated demographic information in the eClinicalworks patient portal.
• Verified insurance eligibility and coverage for patients.
• Handled customer service inquiries in person, via telephone and through email.
• Provided exceptional customer service to patients, answering questions and addressing concerns.
• Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.

Enhanced front desk workflow through proficient management of referrals and authorizations.

• Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
• Called insurance companies to get pre-certification and other benefits information on behalf of patients.
• Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
• Scheduled appointments with specialists on behalf of clients.

• Supported patients in managing their accounts and facilitated billing coordination with health insurance companies.
• Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
• Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
• Posted payments and processed refunds.
• Maintained accurate records of all transactions, ensuring timely payments from patients and insurance providers.
• Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.

• Entered patient demographics and insurance details into the system.
• Compiled data and reviewed information for accuracy prior to input.
• Scanned documents and saved in database to keep records of essential organizational information.
• Ensured timely and accurate delivery of reports by maintaining up-to-date databases and spreadsheets.
• Followed data entry protocols, rules and regulations.