T. Andrea Brooks
Woodbridge
Summary
Dynamic and detail-oriented Lead Patient Service Representative at Prima Medical Group, adept at enhancing patient experiences through exceptional customer service and efficient scheduling. Proven expertise in insurance verification and medical billing, complemented by strong communication skills and a commitment to teamwork, ensuring seamless operations in fast-paced environments.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Lead Patient Service Representative
Prima Medical Group
Fairfax
03.2024 - Current
- Managed patient scheduling and appointments for a busy medical practice.
- Coordinated patient check-in and check-out processes efficiently.
- Communicated effectively with patients regarding insurance and billing inquiries.
- Maintained electronic health records using industry-standard software systems.
- Assisted healthcare providers with administrative tasks.
- Trained new receptionists on office procedures and best practices.
- Called patients to confirm scheduled appointments and obtain additional details.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Conducted weekly meetings with staff members to review performance metrics and discuss any changes or improvements needed.
- Handled scheduling conflicts efficiently while maintaining a high level of customer service satisfaction.
- Supported front desk staff with check out procedures including collecting copays, verifying insurance benefits and making financial arrangements as necessary.
- Assisted with insurance verification process by obtaining authorizations for services rendered.
- Trained new receptionists on proper use of EHR systems, front desk protocols and other duties related to the job role.
- Served as main point of contact between physicians and patients; relayed messages in a professional manner.
- Maintained patient records in an organized manner, ensured HIPAA compliance, monitored patient flow during peak hours, provided customer service support to patients.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
Front Desk Manager
Potomac Internal Medicine
Woodbridge
11.2021 - 04.2024
- Managed patient check-in and check-out processes, enhancing patient flow and satisfaction.
- Performed insurance verification, processed referrals, obtained pre-authorizations, and collected copays, ensuring compliance and reducing payment delays.
- Coordinated physician schedules to optimize appointment availability..
- Scheduled patient appointments in a timely manner.
- Enter patient information & demographics.
- EMR Charting/Documentation
- Answering multi-line phone system.
- Order office supplies and perform office maintenance duties.
Front Desk Medical Receptionist
Modern Vascular
Fairfax
01.2019 - 09.2020
- Managed front desk operations, facilitating seamless patient check-in and check-out processes.
- Managed multi-line phone system to handle incoming calls efficiently., addressing inquiries and directing calls appropriately.
- Verified insurance coverage and coordinated referrals, improving patient access to necessary services.
- Scheduled routine and specialty procedures, enhancing clinic workflow and patient experience.
- Assisted patients with pre- and post-operative care to enhance recovery experiences.
- Initiated and prepared electronic medical record (EMR) documentation for accurate patient tracking.
Lead Patient Coordinator
Fairfax Radiological Consultants
Fairfax
01.2013 - 01.2018
- Checked in and out patients for radiological services, enhancing patient flow and overall experience.
- Registered patients for radiological exams, ensuring accurate data entry for streamlined scheduling.
- Handled insurance and preauthorization for patients.
- Managed multi-line phone system, coordinating communication and preparing images/films for timely patient access.
- Prepared addendums for our radiologist.
- Operated three systems: Epic, Med-Informatrix, and PACS.
Medical Receptionist
Otolaryngology Associates
Fairfax
01.2010 - 01.2013
- Coordinated appointment scheduling and patient transfers at front desk, enhancing patient flow.
- Ensured timely access to patient records, facilitating efficient service delivery.
- Verified insurance coverage and coordinated referrals, streamlining patient onboarding process.
- Managed multi-line phone system.
- Reviewed Patient Check in/out information
Education
Sociology/Social Science -
Virginia State University
Petersburg, VA07-2026
HS Diploma -
Field Senior High School
Woodbridge, VA05-2007
Skills
- Appointment scheduling
- Insurance processes
- Billing processes
- Claims processing
- Patient referrals
- EHR management
- HIPAA compliance
- Administrative support
- Staff training
- Time management
- Multitasking
- Team collaboration
- Customer service excellence
- Detail-oriented
- Stress management
- Medical terminology
Certification
- Athena Privia Certified
Timeline
Lead Patient Service Representative
Prima Medical Group
03.2024 - Current
Front Desk Manager
Potomac Internal Medicine
11.2021 - 04.2024
Front Desk Medical Receptionist
Modern Vascular
01.2019 - 09.2020
Lead Patient Coordinator
Fairfax Radiological Consultants
01.2013 - 01.2018
Medical Receptionist
Otolaryngology Associates
01.2010 - 01.2013
Sociology/Social Science -
Virginia State University
HS Diploma -
Field Senior High School