Pamela(Pam) Hotchkin
Colton
Summary
Detail-oriented Patient Access Representative with strong skills in patient registration, insurance verification, and HIPAA compliance. Committed to enhancing patient flow and satisfaction through effective appointment scheduling and customer relationship management.
Overview
47
47
years of professional experience
Work History
Patient Access Representative
Sanford Medical Center
Sioux Falls
07.2014 - 01.2026
- Processed patient registrations and verified insurance information, ensuring accurate and timely patient access.
- Scheduled appointments and coordinated patient flow throughout the facility.
- Collaborated with medical staff to ensure accurate patient information exchange.
- Trained new representatives on procedures and customer service best practices.
- Maintained confidentiality of patient records in compliance with regulations.
- Applied HIPAA privacy and security regulations while handling patient information.
- Answered phones promptly in a professional manner.
- Scanned documents into electronic medical records system.
- Greeted patients and visitors, providing a welcoming environment that enhances overall patient experience.
- Verified insurance coverage for services provided by the facility.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Established new patient accounts in the EMR system.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Assembled registration paperwork and placed identification bands on patient.
- Explained various admission forms and policies, acquiring signatures for consent.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Provided assistance to internal departments when needed.
- Assisted with scheduling outpatient appointments.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Actively participated in team meetings and training sessions.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Cultivated positive relationships with patients, contributing to high satisfaction scores and facilitating optimal care pathways.
Customer Service Cashier
JC Penney's
Sioux Falls,SD/Brookings, SD
08.2009 - 05.2014
- Assisted customers with product inquiries and selections.
- Operated cash register and processed transactions efficiently.
- Maintained a clean and organized checkout area.
- Handled customer returns and exchanges with care.
- Collaborated with team members to improve service quality.
- Resolved customer complaints and concerns promptly.
- Educated customers on store promotions and loyalty programs.
- Trained new cashiers on checkout procedures and policies.
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Collected credit card and cash payments to complete transactions for customer orders.
- Assisted co-workers with tasks to ensure smooth operations of the store.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Balanced cash drawers at the end of each shift.
- Complied with all health and safety regulations while performing job duties.
- Informed customers of in-store promotions or pricing specials.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Assisted customers with locating merchandise within the store.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Processed credit card, EBT, and gift certificate payments in electronic computer systems.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Recommended, selected, located, and obtained products to meet customer needs.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds, and account deferrals.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Verified that all coupons were valid prior to processing them into the system.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Followed established loss prevention procedures when dealing with suspicious customers or activities.
- Organized items purchased by customers according to their type or size for easy retrieval during checkout.
- Addressed customer questions and concerns regarding products and services.
- Greeted customers promptly and responded to questions.
- Answered customers' questions and provided information on store procedures or policies.
- Built and maintained productive relationships with employees.
- Trained and mentored new cashiers to improve their performance and service skills.
- Processed cash, check, debit and credit card payments accurately using Point-of-Sale system.
- Counted and balanced cashier drawers.
- Enhanced customer satisfaction by personalizing service for each customer.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Offered customers carry-out service at completion of transaction.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
Operator/Change Clerk
Northwestern Bell/US West/Qwest
Sioux Falls
05.1979 - 03.2008
- Operated communication systems for efficient customer service delivery.
- Managed incoming calls while ensuring accurate connection to departments.
- Assisted customers with inquiries, providing clear and concise information.
- Answered phones in a courteous manner while providing excellent customer service.
- Resolved customer complaints effectively, maintaining company standards of service.
- Communicated with customers and employees to answer questions or explain information.
- Assisted customers with inquiries regarding services and account details.
- Processed customer orders and maintained accurate records in the billing system.
- Collaborated with team members to streamline call handling processes.
- Coordinated schedules for service appointments and technician dispatching.
- Trained new operators on telecommunications protocols and equipment usage to ensure service quality.
- Managed multiple tasks concurrently while ensuring accuracy and attention to detail.
- Collaborated with coworkers to perform projects quickly and meet business goals.
- Collaborated with departments to enhance workflow efficiency and communication.
- Managed scheduling for meetings and maintained calendars for staff members.
- Learned and followed safety and emergency procedures.
- Maintained production and quality documentation.
- Used daily system logs to document production information, discussing issues with management.
- Looked through work orders to determine type and quantity of materials needed for each production batch.
- Reduced health and safety risks with strict adherence to safety protocols and PPE requirements.
- Verified accuracy of all paperwork prior to submission for processing.
- Utilized computer software programs to create reports, labels, forms.
- Received and distributed incoming mail, messages and packages to appropriate individuals.
- Followed confidentiality rules to preserve data quality and reduce potential information compromise.
- Answered customer inquiries via phone and email.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Trained staff members to perform work activities and use computer applications.
- Organized and maintained records of office activities and transactions for easy retrieval and reference.
Education
High School Diploma -
Chester Area School
Chester05-1977
Skills
- Patient registration
- Insurance verification
- Electronic medical records
- HIPAA compliance
- Appointment scheduling
- Customer relationship management
Accomplishments
Received several customer accommodations in all of the jobs I have worked at. One of my supervisors said she wished she had 10 of me, which probably meant more to me than any type of award.
Timeline
Patient Access Representative
Sanford Medical Center
07.2014 - 01.2026
Customer Service Cashier
JC Penney's
08.2009 - 05.2014
Operator/Change Clerk
Northwestern Bell/US West/Qwest
05.1979 - 03.2008
High School Diploma -
Chester Area School