Briana Council
MURFREESBORO
Summary
Patient-focused professional equipped with administrative and customer service expertise. Helps keep healthcare services proceeding smoothly by coordinating communications, referrals, and policy enforcement. Talented in finding balanced solutions and resolving conflicts.
Overview
10
10
years of professional experience
Work History
Scheduler
Cumberland Pediatric Dentistry
Smyrna
04.2023 - 11.2024
- Scheduled patient appointments for dental services and consultations.
- Coordinated with dental staff to optimize daily workflow and patient flow.
- Managed electronic scheduling system to maintain accurate appointment records.
- Communicated with parents regarding appointment confirmations and changes.
- Monitored and updated schedules to minimize conflicts and delays.
- Collaborated with insurance providers to verify coverage for scheduled services.
- Scheduled and confirmed appointments.
- Communicated schedule changes effectively throughout the organization when necessary.
- Resolved scheduling disputes between internal stakeholders in an effective manner.
- Performed data entry into computer systems for tracking purposes.
- Maintained positive working relationship with fellow staff and management.
- Answered phones and routed voicemails to respective employees.
- Handled incoming calls and directed callers to appropriate department or employee.
Patient Access Representative
Oshei Children’s Hospital
Buffalo
06.2021 - 03.2023
- Greeted patients and collected demographic information efficiently.
- Verified insurance information to ensure accurate billing processes.
- Scheduled appointments and coordinated patient flow effectively.
- Maintained confidentiality of patient records according to regulations.
- Collaborated with clinical staff to streamline patient access procedures.
- Collected co-pays and other payments from patients at time of service.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Created new patient accounts in EMR system as needed.
- Assembled registration paperwork and placed identification bands on patient.
- Explained various admission forms and policies, acquiring signatures for consent.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Assisted with scheduling outpatient appointments.
- Managed incoming faxes related to patient registration processes.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
Patient Access Representative
Well Now Urgent Care
Tonawanda
12.2018 - 09.2021
- Greeted patients and collected demographic information efficiently.
- Verified insurance information to ensure accurate billing processes.
- Scheduled appointments and coordinated patient flow effectively.
- Assisted patients with registration using electronic health record systems.
- Answered phone calls and addressed patient inquiries promptly.
- Maintained confidentiality of patient records according to regulations.
- Collaborated with clinical staff to streamline patient access procedures.
- Applied HIPAA privacy and security regulations while handling patient information.
- Collected co-pays and other payments from patients at time of service.
- Scanned documents into electronic medical records system.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Created new patient accounts in EMR system as needed.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Assembled registration paperwork and placed identification bands on patient.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
Customer Service Representative
Fidelis Care
Getzville
04.2015 - 09.2018
- Assisted clients with inquiries regarding health insurance plans and services.
- Managed customer accounts and updated information in the company database.
- Resolved customer complaints through effective communication and problem-solving skills.
- Checked CPT codes to verify coverage
- Check statues of prior authorizations
- Create and submit prior authorization for providers
- Submit appeals for denied prior authorizations
- Educated clients on benefits, eligibility, and coverage options available to them.
- Trained new staff on best practices for customer engagement and service delivery.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
Education
Associate of Applied Science -
Kent State University
Kent, OH12-2016
Skills
- Electronic scheduling
- Patient coordination
- Appointment management
- Insurance verification
- Data entry
- Patient registration
- Problem solving
- Effective communication
- Attention to detail
- Conflict resolution
- Team collaboration
- Medical terminology
- Problem-solving
- Telephone etiquette
- Customer service
- Schedule verification
- Patient scheduling
- Critical thinking
Timeline
Scheduler
Cumberland Pediatric Dentistry
04.2023 - 11.2024
Patient Access Representative
Oshei Children’s Hospital
06.2021 - 03.2023
Patient Access Representative
Well Now Urgent Care
12.2018 - 09.2021
Customer Service Representative
Fidelis Care
04.2015 - 09.2018
Associate of Applied Science -
Kent State University