Melanie Keelor
Bemidji
Summary
Dynamic Patient Access Representative with a proven track record at Sanford Health, excelling in HIPAA compliance and conflict resolution. Enhanced patient satisfaction through empathetic communication and efficient registration processes, significantly reducing wait times. Strong collaborator, adept at fostering teamwork and delivering exceptional customer service in high-pressure environments.
Professional and prepared healthcare access professional with strong experience ensuring seamless patient admissions and registration processes. Proven ability to work collaboratively within team to achieve organizational goals and adapt to changing needs. Skilled in patient communication, insurance verification, and data management, providing reliable support in fast-paced environment. Known for maintaining high standards and delivering results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Sanford Health
03.2022 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Ensured seamless operation of front office, efficiently handling multiple administrative tasks simultaneously.
- Enhanced patient experience, ensuring welcoming environment from first point of contact.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Greeted and assisted patients with check-in procedures.
Personal Care Attendant
Consumer Direct
06.2019 - 03.2022
- Collaborated effectively with healthcare professionals to ensure comprehensive care for clients with complex medical conditions.
- Ensured safety and comfort of clients through diligent monitoring and timely assistance with daily activities.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Monitored vital signs regularly, promptly reporting any concerns or changes in the client''s condition to healthcare providers.
- Offered emotional support when needed establishing trust between me as the attendant and my patient.
- Managed household tasks for clients, such as cleaning, laundry, meal preparation, and errands, creating a comfortable living environment.
- Provided safe mobility support to help patients move around personal and public spaces.
- Implemented individualized care plans designed by healthcare professionals to address specific client needs and goals.
- Utilized adaptive equipment like walkers or wheelchairs for aiding clients movement.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Documented vitals, behaviors, and medications in client medical records.
- Assisted clients in maintaining personal hygiene, including bathing, grooming, and dressing, while preserving their dignity and privacy.
- Provided compassionate support for clients facing physical or emotional challenges, fostering a nurturing environment.
- Provided companionship during meal times ensuring adequate nutrition intake.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Organized medical supplies inventory making sure that all the required items were available at all times.
- Promoted independence among clients by teaching them essential self-care skills and encouraging autonomy.
Education
Associate of Applied Science - Respiratory Therapy
Northland Community And Technical College
Thief River Falls, MN05-2024
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Multitasking and organization
- Appointment scheduling
- Registration and admissions
- Phone and email etiquette
- Medical terminology
- Strong empathy
- Problem-solving
- Team collaboration
- Quality assurance
- Eligibility determination
- Conflict resolution
- Patient education
- Information collection
- Call screening
- Post-discharge care coordination
- Friendly and outgoing
- Customer follow-up
- Verbal and written communication
- Registration and scheduling
- Attention to detail
Accomplishments
Employee of the Year nominee-2024
HERO award nominee-2024
Certification
- Advanced Cardiac Life Support Certificate (ACLS) - American Heart Association.
- Basic Life Support Certificate (BLS) - American Heart Association or Red Cross.
- CPR/AED Certification
- Neonatal Resuscitation Program Certification – American Academy of Pediatrics and the American Heart Association.
- Pediatric Advanced Life Support Certification (PALS) - American Heart Association.
Nominations
Hero Award nominee-2024
Employee of the year nominee-2024
Timeline
Patient Access Representative
Sanford Health
03.2022 - Current
Personal Care Attendant
Consumer Direct
06.2019 - 03.2022
Associate of Applied Science - Respiratory Therapy
Northland Community And Technical College
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