Sheila Wetzel
Florence,az
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
10
10
years of professional experience
Work History
Patient Care Coordinator
LifeQuest Physical Medicine and Rehab
11.2023 - Current
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Delivered excellent patient experiences and direct care.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
- Managed patient records with strict adherence to confidentiality and accuracy standards.
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Trained new staff on patient care coordination best practices, enhancing team effectiveness and patient support.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Organized patient records and database to facilitate information storage and retrieval.
- Trained new staff on filing, phone etiquette and other office duties.
- Delivered support to medical staff in completion of patient paperwork.
Patient Care Coordinator
Bella Vista Internal Medicine
05.2023 - 10.2023
- Answer all incoming phone calls
- Initiate outbound calling to patients, insurance and other physician practices whenever needed
- Process, sort and properly distribute all incoming electronic faxes
- Ranging from outside consults, results, medication requests, prior authorization requests, insurance information and more
- Checking and distributing of mail daily
- Accurately obtains all new patient information required
- Checking in patients including collecting copays, coinsurance, balances and confirming all demographic information on file
- Verifying of all insurance of scheduled appointments including the verification of eligibility for upcoming annual exams
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Manage the schedule and time off for the physician
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Manage the clinic schedule and conduct confirmation calls for scheduled appointments
- Submit referrals as ordered by the physician; including submitted authorization requests through some insurance companies
- Manage daily closing duties including end of day reconciliation, normal key holder responsibilities
- Discuss results with patients are directed by the physician
- Handle and process all inbound and outbound medical records requests appropriately through HIPAA guidelines
Medical Secretary
Tri-City Cardiology
04.2022 - 04.2023
- Managing phone calls and voicemails of patients
- Managing and responding to patient portal messages received
- Triaging patient's current medical concerns and directing questions to the most appropriate department for the best patient care
- Scheduling procedures both as outpatient and inpatient in the hospital setting
- Responding to pages through Evigils system from doctors
- Managing scheduled procedures through NextGen EMR system
- Managing scheduled procedures through Outlook calendars for doctor's
- Scheduling any in house cardiac testing with appropriate department/technician
- Creating and sending orders for outpatient testing that cannot be done in house
- Scheduling appropriate follow up appointments for patients
- Coordinating co-procedures with the Tri-City doctors and outside cardiothoracic surgeons
- Maintaining HIPAA compliance at all times
- Coordinating Peer to Peer reviews with Advanced Provider Practitioner when needed for insurance coverage
- Participating in the training of new employees in the department
- Verifying patient information on any encounter for quality and accuracy of information
- Accurately uploading testing results, procedure results or outside facility information into the patient's charts
Registration Lead
HonorHealth
02.2021 - 04.2022
- Checking in patients at the front desk
- Obtaining insurance and identification
- Collect any copays and balances applicable
- Answering phone calls on a consistent basis
- Organizing and distributing all incoming faxes
- Obtaining specialists consultations, pre op requests and results for patients and accurately uploading into patient's chart while alerting their physician
- Participating in interviews
- Training/Onboarding new employees
- Verifying insurance coverage and benefits for patients
- Verifying consistently correct patient demographics
- Ordering any necessary supplies for the office
- Multitude of miscellaneous administrative duties
Manager
CK's Tavern & Grill
03.2015 - 12.2021
- Oversee activities directly related to making products or providing services
- Manage staff, preparing work schedules and assigning specific duties
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary
- Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes
- Check identification of customers to verify age requirements for purchase of alcohol
- Balance cash receipts
- Attempt to limit problems and liability related to customers' excessive drinking by taking steps such as persuading customers to stop drinking, or ordering taxis or other transportation for intoxicated patrons
- Stock bar with beer, wine, liquor, and related supplies such as ice, glassware, napkins, or straws
- Serve wine, and bottled or draft beer
- Supervise the work of bar staff and other bartenders
- Arrange bottles and glasses to make attractive displays
Education
High School Diploma -
01.2010
Skills
- Strong student mentality skills with a knack for learning new skills quickly
- Proficient use of Microsoft appliances
- Ability to type 50 WPM
- Equally strong efficiency in either an individual or team environment
- Critical thinking skills
- Strong leadership experience
- HIPAA compliance
- Accurate attention to fine details and information
- Appointment scheduling
- Excellent written and verbal communication skills
- Organizational skills
- Outstanding customer service skills
- Insurance verification
- Verbal and written communication
- Office administration
- Payment collection
- New hire training
Timeline
Patient Care Coordinator
LifeQuest Physical Medicine and Rehab
11.2023 - Current
Patient Care Coordinator
Bella Vista Internal Medicine
05.2023 - 10.2023
Medical Secretary
Tri-City Cardiology
04.2022 - 04.2023
Registration Lead
HonorHealth
02.2021 - 04.2022
Manager
CK's Tavern & Grill
03.2015 - 12.2021
High School Diploma -
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