Sheila Woodman
HEALTHCARE
CLINTON
Summary
Organized Patient Service Representative, and Certified Nursing Assistant with 14.5 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
6
6
Certificates
Work History
PSR ( Patient Service Representative)
Maine General Urology
04.2023 - Current
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Managed patient registration process, confirming data accuracy and completeness.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Assisted patients in filling out check-in and payment paperwork.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Entered patient demographic and insurance data into electronic medical record system.
- Handled customer service inquiries in person, via telephone and through email.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Took copayments and compiled daily financial records.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Verified insurance eligibility and coverage for patients.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Built and maintained positive working relationships with patients and staff.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Used Cerner Soarian Healthcare Information Software to schedule appointments.
- Balanced deposits and credit card payments each day.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed document protocols to safeguard confidentiality of patient records.
- Answered incoming calls, scheduled appointments and filed medical records.
- Resolved customer complaints using established follow-up procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Engaged with patients to provide critical information.
- Provided excellent customer service to patients and medical staff.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Delivered support to medical staff in completion of patient paperwork.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Verified patient insurance eligibility and entered patient information into system.
- Organized patient records and database to facilitate information storage and retrieval.
- Facilitated communication between patients and various departments and staff.
CNA 1 Certified Nursing Assistant
Northern Light Health Lakewood Continuing Care
10.2021 - 02.2023
- Assisted nursing staff on a SNF unit and Dementia / Alzheimer's unit with completing daily rounds, assisting licensed nurses with wound care management, rehabilitation and answering patients bells.
- Maintained patient stability by checking vital signs, weight and recording intake and outtake information.
- Utilized therapeutic communication, empathy and active listening skills
- Promoted good oral and personal hygiene by managing and aiding patients.
- Assisted patients with single and multiple diagnoses.
- Daily use of medical equipment, weight machine, bladder ultra sound scanner, mobile blood pressure monitor's, digital thermometer, oximeter, crash cart, and medical equipment
- Daily use of Physical therapy, Occupational Therapy and Speech Therapy equipment with individual residents, while assisting PT, OT and Speech Therapists.
- Daily use of Point of Care (POC) Charting Kardex System.
- Nurses Station duties, included answering 50 or more phone calls and relaying messages to appropriate staff throughout facility. Utilizing computers, copying, filing and organizing medical paperwork. Utilizing office equipment, printers, copiers and fax machines.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
PSS - Personal Support Specialist
Care & Comfort Home Health Agency
02.2012 - 10.2021
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationships, with five to seven individual clients, daily.
- Implementing physical therapy exercises to support patient, and provided safe mobility support to help patients move around personal and public spaces.
- Assisted with bathing and dressing guidance, grooming, meal preparation, and medication reminders, and maintained clean personal areas
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Daily Documentation to keep communication open with supervisor and other team members about patients, so team can plan for and provide best care.
Insurance Verification Authorization Specialist
McKesson
03.2017 - 06.2017
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Checked documentation for accuracy and validity on updated systems.
- Tracked referral submission during facilitation of prior authorization issuance.
- Follow up with patients and insurance companies about outstanding bills
- Researched denied claims and contacted insurance companies by phone to resolve these issues.
- 100 plus calls per day
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Generated, posted and attached information to claim files.
- Coordinated with contracting department to resolve payer issues.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Determined appropriateness of payers to protect organization and minimize risk.
- Maintained confidentiality of patient finances, records, and health statuses.
- Learned and adapted quickly to new technology and software applications
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Developed and maintained courteous and effective working relationships
Education
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL 02.2010 - 02.2012
Skills
Proficient in Medical Terminology
Empathetic Communication
Patient Instruction
Personal Hygiene Support
Protection of Patient Information
Clinical Vital Signs Assessment
Customer Engagement
Nutritional Support
Administrative Support
Efficient Data Entry Skills
Efficient Document Management
Data Compliance Assurance
Strong Communication Skills
Payment Processing Expertise
Appointment Coordination
Professional Phone Communication
Insurance Eligibility Assessment
Electronic Health Record Management
Executing Physician Directives
Health Data Compliance
Healthcare Billing Expertise
Eligibility Assessment
Proficient Task Management
Financial Transaction Processing
Effective Phone and Email Interaction
Managing Diagnostic Scheduling
Referral Management
Collaborative Teamwork
Compassionate Support
Certification
CNA - Certified Nurse Assistant
Accomplishments
I collected data for three-months on patients who were scheduled for an in office Vasectomy Sterilization and why our office had consecutive "no shows". The data I collected concluded that it had to do with patients medical insurance not covering the costs.
Plan Type: Some plans may cover the entire procedure, while others may require you to meet your deductible first, or have copayments or coinsurance fees. The patient not having insurance coverage would then be required to pay the out of pocket fee of $1,079.00 for the procedure.
95% of the patients didn't have that amount of money saved for this expense and our company didn't allow for a payment plan, since this was an elective procedure.
- I collaborated with fellow colleagues using the data, making sure that the patients medical insurances were checked 30 days prior to the Vasectomy apt, we contacted the patient with the information that their insurance wouldn't pay. Our office gave the patient the option to reschedule the apt, which allowed the patient time for us to do a re-check with their insurance with-in a 2 to 3 months span, to see if their deductible was met, or needed to pay any copayments or coinsurance fees. If the patients insurance still refused to pay, the patient would have to pay the $1,079.00 Vasectomy fee. Patients who rescheduled their appointments, allowed our office to give those appointments to another patient who's insurance would pay or the patient had the funds to pay the vasectomy fee. As we implemented this in our office we had a significant reduction in no showed appointments with-in 2 months of implementing this strategy. The accuracy and efficiency of this strategy allowed us to have an increase of cash on hand.
Timeline
World of Medicare
04-2025
PSR ( Patient Service Representative)
Maine General Urology
04.2023 - Current
CNA - Certified Nurse Assistant
10-2022
CNA 1 Certified Nursing Assistant
Northern Light Health Lakewood Continuing Care
10.2021 - 02.2023
Insurance Verification Authorization Specialist
McKesson
03.2017 - 06.2017
PSS - Personal Support Specialist
Care & Comfort Home Health Agency
02.2012 - 10.2021
PSS - Personal Support Specialist
02-2012
Uniform Billing (UB)- 04
02-2012
CMS - Form 1500
02-2012
Understanding the Remittance Advice for Professional Providers
02-2012
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
02.2010 - 02.2012