Kesha Watkins
Hampton
Summary
Detail-oriented Senior Patient Access Representative. Strong interpersonal skills foster effective collaboration across teams, ensuring accurate patient registration and compliance. Committed to driving initiatives that improve patient experiences and operational efficiencies.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Patient Access Representative
Sentara Careplex Hospital
Hampton, VA
03.2021 - Current
- Led patient registration processes, ensuring accuracy and compliance with hospital policies.
- Mentored junior staff on best practices in patient access and customer service standards.
- Implemented workflow improvements that enhanced patient experience.
- Collaborated with teams to streamline registration processes.
- Trained staff on new software systems, promoting efficient use of electronic health records (EHR).
- Analyzed patient feedback to drive initiatives aimed at improving overall patient experience during visits.
- Contributed to revenue growth by effectively managing payment collections from both insured and self-pay patients.
- Collaborated with clinical staff to ensure seamless coordination of care, resulting in improved patient outcomes.
- Maintained strict confidentiality of patient information in accordance with HIPAA regulations, protecting privacy rights at all times.
Front Office Assistant
Hampton Roads Eye Associates
Newport News, VA
08.2015 - 03.2021
- Managed front desk operations, ensuring efficient patient flow and appointment scheduling.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Coordinated patient communications, addressing inquiries and providing necessary information for optimal care.
- Assisted in maintaining electronic health records, ensuring accuracy and compliance with regulations.
- Trained new staff on office protocols, fostering a collaborative and knowledgeable team environment.
- Led initiative to streamline check-in processes, significantly reducing wait times for patients upon arrival.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Patient Referral Coordinator and Test Scheduler
TPMG
Newport News, VA
02.2012 - 02.2014
- Coordinated patient referrals to ensure timely access to specialty care.
- Managed appointment scheduling, optimizing patient flow and resource allocation.
- Facilitated communication between healthcare providers and patients regarding referral processes.
- Maintained accurate patient records in electronic health record systems for compliance and efficiency.
- Served as a liaison between patients, providers, and insurance companies during the referral process, addressing any concerns or questions that arose along the way.
- Collaborated with healthcare providers to ensure accurate and comprehensive referral documentation.
- Reduced appointment cancellations by proactively managing scheduling conflicts and rescheduling promptly when necessary.
Collections Coordinator
Hampton Roads Orthopaedics
Newport News, VA
01.2009 - 02.2012
- Managed patient account collections, ensuring timely payments and reducing outstanding balances.
- Coordinated communication between patients and insurance providers to resolve billing discrepancies.
- Streamlined collections processes for increased efficiency, resulting in faster payments and reduced outstanding receivables.
- Enhanced customer relationships through professional communication and negotiation skills, resolving disputes and ensuring timely payments.
- Negotiated settlements with delinquent account holders, securing favorable outcomes for both parties and reducing overall writeoffs.
Education
Medical Assistant -
Kee Business College
Newport NewsSkills
- Insurance verification
- Strong interpersonal skills
- Customer service
- Team leadership
- Patient registration
- Data entry
- Payment processing
- Verbal and written communication
- Multitasking and organization
Certification
CHAA
Timeline
Senior Patient Access Representative
Sentara Careplex Hospital
03.2021 - Current
Front Office Assistant
Hampton Roads Eye Associates
08.2015 - 03.2021
Patient Referral Coordinator and Test Scheduler
TPMG
02.2012 - 02.2014
Collections Coordinator
Hampton Roads Orthopaedics
01.2009 - 02.2012
Medical Assistant -
Kee Business College