Patient Service Representative

Patient Service Representative II — Valley Health Partners

Phoenix, AZ | November 2022 – Present

• Registered an average of 45 patients daily using Epic EHR, maintaining a 99.8% data entry accuracy rate for personal, insurance, and medical demographic information.
• Managed a team of 3 administrative assistants to implement Phreesia digital check-in kiosks, reducing patient lobby wait times by 28% over a 4-month pilot program.
• Verified health insurance benefits for 200+ weekly appointments using Availity, identifying coverage discrepancies to reduce billing claim rejections by 18%.
• Resolved 94% of patient billing inquiries and disputes on first contact by utilizing Waystar clearinghouse tools, increasing clinic satisfaction scores by 12%.

Patient Service Representative — Phoenix Family Medical Center

Phoenix, AZ | June 2020 – October 2022

• Coordinated scheduling for a clinic of 8 medical practitioners using eClinicalWorks, successfully increasing patient slot utilization by 15% in one year.
• Processed over 1,500 patient co-pays and balance payments annually using Clover POS, balancing the daily cash drawer with zero discrepancies for 24 months.
• Audited 300+ medical records weekly using eClinicalWorks to ensure complete clinical documentation, achieving a 99.5% compliance rating in HIPAA audits.
• Optimized patient recall processes by introducing a Solutionreach automated SMS program, which recovered 110 inactive patients and generated $14,000 in revenue.

Patient registration, Appointment scheduling, Insurance verification, EHR databases, Epic, eClinicalWorks, Phreesia, Availity, Waystar, HIPAA compliance, Medical terminology, Billing & collections, Copay collection, Patient intake, Customer service, Phone triage, Multi-line phone systems, Solutionreach, Microsoft Office

Digital Intake Kiosk Deployment

Role: Lead Representative

Tools: Phreesia, Epic EHR, Slack

Led the clinic-wide installation of 4 digital check-in kiosks, training 5 staff members and reducing average patient check-in times by 35%.

Patient Recall System Optimization

Role: Project Coordinator

Tools: Solutionreach, eClinicalWorks, Excel

Configured automated outreach campaigns targeting 500+ inactive patients, recovering 110 patients and generating $14,000 in revenue in 90 days.

• Certified Healthcare Access Associate (CHAA) (2022)
• Certified Medical Administrative Assistant (CMAA) (2020)

• Languages: English (Native), Spanish (Bilingual)
• Volunteer Work: Front-desk coordinator at regional free community clinic (2021-present)
• Availability: 2 weeks notice