Rebecca Cooledge
Surprise
Summary
Healthcare professional with extensive experience in patient access roles, ensuring smooth patient admissions and accurate data management. Proven ability to collaborate effectively with teams and adapt to dynamic healthcare environments. Known for excellent communication skills and strong attention to detail.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
Phoenix Children's Hospital
10.2023 - Current
- Arrives patients who present for professional and hospital services that have been pre-registered and collect co-pay and deductible amounts.
- Obtains all necessary signatures from the Guarantor at the time of registration or arrival.
- Accurately documents all information in the appropriate fields and/or account notes.
- Maintains accuracy when entering demographic and insurance information in the system.
- Courteously answers the telephone and answers all questions in a timely manner.
- Identifies and refers uninsured and underinsured patients to the Financial Counselor.
- Inquires patient account system(s) to identify any previous unpaid liability in AMPFM/Misys. Maintains a positive working relationship with patients/guarantors, insurance companies, government entities, clinical personnel, co-workers and management to promote teamwork, cooperation and a positive public image for PCH.
- Organizes, prioritizes, and monitors daily work activity to ensure that complete, accurate, and compliant
Customer Service Representative
Cigna
05.2020 - 09.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Supervisor
Holiday Inn Club Vacations Resort
08.2018 - 03.2020
- Oversaw daily departmental operations, ensuring efficient workflows and timely task completion.
- Implemented effective workflows, increasing team productivity through clear expectations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns.
- Utilized leadership and problem-solving skills to maintain team efficiency and organize tasks.
- Resolved conflicts among team members swiftly, fostering a harmonious work environment.
- Conducted regular assessments of team performance to identify improvement areas.
- Developed training programs for staff, enhancing skills and operational effectiveness.
- Streamlined communication processes within the department to improve collaboration.
Customer Service Representative
APS
07.2016 - 08.2018
- Effectively managed high-stress situations to resolve disputes while maintaining professionalism.
- Resolved customer complaints empathetically, enhancing loyalty and driving repeat business.
- Handled escalated calls with efficiency, achieving satisfactory resolutions for customers and company.
- Responded promptly to customer inquiries regarding products, services, and company information.
Caregiver
Brookdale Assisted Living
03.2015 - 06.2016
- Facilitated daily living activities to promote client independence and enhance quality of life.
- Executed light housekeeping tasks to uphold cleanliness standards while respecting personal space.
- Managed errands, laundry, and grocery shopping to support clients’ needs effectively.
- Provided guidance on dressing, grooming, meal preparation, and medication reminders.
Education
High School Diploma -
North Canyon High School
Phoenix, AZ05-2011
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Patient check-in
- Multitasking and organization
- Appointment scheduling
- Medical terminology
- Healthcare systems navigation
- EMR
- Problem-solving
- Strong empathy
- Team collaboration
Timeline
Patient Access Representative
Phoenix Children's Hospital
10.2023 - Current
Customer Service Representative
Cigna
05.2020 - 09.2023
Supervisor
Holiday Inn Club Vacations Resort
08.2018 - 03.2020
Customer Service Representative
APS
07.2016 - 08.2018
Caregiver
Brookdale Assisted Living
03.2015 - 06.2016
High School Diploma -
North Canyon High School
Similar Profiles
Efrain Anselmo RamiezEfrain Anselmo Ramiez
Department Technician at Phoenix Children's Hospital PhoenixDepartment Technician at Phoenix Children's Hospital Phoenix
Justin DacanayJustin Dacanay
Pediatric Medical Surgical Unit at Phoenix Children's HospitalPediatric Medical Surgical Unit at Phoenix Children's Hospital
Stefany SesmaStefany Sesma
Guest Service Representative at Phoenix Children's HospitalGuest Service Representative at Phoenix Children's Hospital