Larissa Jones
Lawrenceville
Summary
Exemplary healthcare professional with a 5-year track record in patient support, showcasing adept relationship-building and communication skills. Demonstrated expertise in guiding patients through challenges and facilitating access to essential medical services. Recognized for thorough issue investigation and commitment to achieving comprehensive resolution.
Overview
6
6
years of professional experience
Work History
Patient Access Specialist
Emory Healthcare
04.2024 - Current
- Acts as a first point of contact within the Scheduling Department for new and reoccurring patients and physician offices scheduling various across Emory Healthcare.
- Currently working Efax, transcribing referrals and orders for the OBGYN department
- Answer inbound calls in high volume call center environment
- Helped with MyChart project getting the volume of message down from 13,000 to 150.
- Helped with training new team members
- Monitoring access issues with provider schedules that affect patient satisfaction, and communicating issues to team leader.
- Maintain basic understanding of insurance, pre-certification and referrals.
- Maintaining a 9.6 on patient lead after call survey.
- Accurately verifying patient demographics and insurance coverage.
Patient Access Representative
Northside Hospital
06.2023 - 04.2024
- Enhanced patient registration efficiency for diverse demographics by managing information, billing, and collection procedures
- Informed patients about hospital policies and oversaw high-volume pre-admission and admission processes
- Addressed visitor complaints, managed advanced directives, and ensured HIPAA compliance while collecting cash payments
- Connected patients with financial assistance resources and facilitated precise billing through insurance verification and claim details
- Stayed calm under pressure successfully dealt with difficult situations.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
- Adapted quickly to changing demands within the healthcare environment.
Customer Service Associate
Convoy Inc
09.2021 - 02.2023
- Assisted a high volume of customers daily ensuring satisfaction through proactive problem-solving
- Implemented customer service initiatives to reduce wait times
- Created an internal database to identify and cut down blockers by 65%, with automated alerts improving customer problem resolution by 45%
- Adapted to fast-paced, high-pressure situations during peak hours
- Helped large volume of customers every day with focus on customer satisfaction.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Cross-trained and backed up other customer service managers.
Analyst
NThrive
09.2019 - 12.2021
- Analyzed provider/payer contracts, translating reimbursement terms into nThrive's application logic modules
- Communicated effectively with colleagues and customers through various channels
- Updated maintenance contracts, including rate and fee schedule updates within a 2-day timeframe
- Exceeded productivity turnaround time and quality goals by over 33%
- Developed relationships with clients and gained proficiency in Government and Commercial payer reimbursement methodologies
- Supported nThrive's Compliance Program by adhering to relevant laws and policies
- Investigated and addressed system issues, improving functionality, and speeding up processes by 20%
- Collected, organized, and input data into the database, ensuring accuracy through validation and quality assurance
- Oversaw team members in techniques necessary to complete job tasks.
Patient Account Specialist
Tallahassee Memorial Hospital
10.2019 - 02.2020
- Researched eligibility, demographics, and patient charts for relevant information
- Ensured excellent customer/patient service by researching and resolving inquiries courteously
- Reviewed accounts, provided recommendations to the Billing Supervisor, evaluated patient financial status, and established approved payment plans
- Set up new customer accounts and updated profiles with the latest information
- Adhered to quality standards, service guidelines, and compliance requirements
- Efficiently managed billing inquiries, resolved discrepancies, and streamlined account management processes for improved efficiency and accuracy in recordkeeping
Patient Account Specialist
Aetna
10.2018 - 11.2019
- Entered client details and notes into the system for interdepartmental access and review
- Served as a resource for internal/external customer groups, facilitating access to healthcare services in line with established policies
- Conducted reconciliation of refund accounts, attaching documentation for supervisor processing
- Monitored flags, efficiently resolving urgent items
- Collaborated with external entities to address billing, claims, and payment issues
- Processed the insurance component of patient obligations using third-party claims processing and payment rules
- Verified billing data for completeness and accuracy, correcting errors as needed
- Managed work queue, aging lists, and claims correspondence to ensure accurate and timely payments
- Reviewed aging accounts, collecting amounts due or initiating escalation procedures for collections
Education
Bachelor's of Science - Healthcare Management
Florida A&M University
05.2018
Skills
- Mastery of Health Information Systems
- Data Entry
- Operations
- Electronic Medical Record Software
- Appointment scheduling
- Multitasking and organization
- Problem-solving
- Team collaboration
Timeline
Patient Access Specialist
Emory Healthcare
04.2024 - Current
Patient Access Representative
Northside Hospital
06.2023 - 04.2024
Customer Service Associate
Convoy Inc
09.2021 - 02.2023
Patient Account Specialist
Tallahassee Memorial Hospital
10.2019 - 02.2020
Analyst
NThrive
09.2019 - 12.2021
Patient Account Specialist
Aetna
10.2018 - 11.2019
Bachelor's of Science - Healthcare Management
Florida A&M University
Similar Profiles
Tiffany WilliamsTiffany Williams
Patient Care Coordinator – Complex Scheduler at Emory HealthcarePatient Care Coordinator – Complex Scheduler at Emory Healthcare
Lisa GivensLisa Givens
Staff RN at Emory HealthcareStaff RN at Emory Healthcare
Elisabeth HulbertElisabeth Hulbert
Emergency Department Registered Nurse at Emory HealthcareEmergency Department Registered Nurse at Emory Healthcare