Joyce Ann Opinion
Patient Service Specialist
Taguig City
Summary
A Patient Service Specialist for 9 years whose passion is to help patients obtain a smooth and above satisfactory hospital experience. Aside from effective face-to-face patient and VIP handling, also skilled in procedure scheduling, data entry, insurance verification, coordinating paperwork, call handling, and email and calendar management. Detail-oriented and proactive with good relationship-building skills, able to lead a team, hardworking in nature, adaptable and approachable. Proven to contribute effectively at work as evidenced by the various recognition received.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Patient Service Representative/Specialist
Makati Medical Center
10.2015 - Current
- Serves as front-liner and assists patients with any concerns and/or inquiries.
- Handles VIPs, companies, and patients with their Executive checkup concerns through various mediums such as phone calls and messaging, and emails.
- Managed patient registration process, confirming data accuracy and completeness.
- Registers and bills all transactions requested in accordance with the attending medical doctor’s (AMD) request in the relevant software/systems for recording, billing, and referencing purposes.
- Performed patient scheduling and coordination to serve as initial contact point for diagnostic and medical office visits.
- Coordinates with the Finance Division, HMO accounts, and other corporate accounts with regard to confirming coverage and limitations of approval or guarantee.
- Handles refunds and adjustments of bills.
- Resolved patient billing issues in line with established guidelines
- Handles out-patient complaints and provides initial and final resolution.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring seamless patient experience
- Organized patient records and database to facilitate information storage and retrieval.
- Regularly updates product knowledge and related programs and processes through continuous learning and actively participates in training, meetings, and planning sessions to improve service delivery.
- Supported new Patient Service Specialists' orientation by sharing expertise on processes and operations.
Education
Bachelor of Arts in Communication Research - Mass Communications
Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines 06.2011 - 04.2015
Skills
Patient Registration and Billing
Procedure and Appointment Scheduling
Insurance Verification
Patient Service and Interpersonal Skills
Referral Coordination
Call Handling and Email Management
Analytical Thinking and Problem-Solving
Multitasking and Organization
Decision making
Team Leadership
Adaptability and Flexibility
Accomplishments
- 2nd Quarter Outstanding Performance Awardee, Cluster 1 – Pathology and Laboratories, October 2016
- 2017 Top Performer Awardee (Frontline and Admin), Cluster 1 – Pathology and Laboratories, April 2018
- 2nd and 3rd Quarter Top Patient Service Specialist, Central Registration, December 2019
Certification
Basic Life Support (Compressions Only CPR) for Non Clinical Employees
Timeline
Basic Life Support (Compressions Only CPR) for Non Clinical Employees
01-2024
Breaking The Norms: Positive Patient Experience in Times of Adversity
10-2021
Patient Service Representative/Specialist
Makati Medical Center
10.2015 - Current
Bachelor of Arts in Communication Research - Mass Communications
Polytechnic University of The Philippines
06.2011 - 04.2015