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Skills

  • Operational improvement
  • Team building
  • Metric coding understanding
  • Problem resolution
  • Budgets
  • Customer service
  • Healthcare analytics interpretation
  • Insurance verification and authorization
  • MS Office
  • Project organization

Work Experiences

  • Achieved a 73% drop in PR complaints.
  • Had an excellent attendance record and was always on time for work.
  • Transported Salesforce to several months customer locations.
  • Contacted patients who missed appointments.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Collected copayments and kept track of my finances on a daily basis.
  • Achieved results in 6 months.
  • Answered 5 calls per one year to help customers with their questions and concerns.
  • Achieved improvements in patient satisfaction in 2020.
  • Achieved a 23% improvement in standard.

Summaries

  • Certified in Six Sigma.
  • Costs were consistently reduced while profits were increased.
  • Assisted over 3 patients weekly with insurance and authorization queries.
  • Complete patient education is a success.
  • Achieved a significant reduction in claim rejection rates.
  • Achieved results through diligent follow-ups.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Achieved a 37% drop in PR complaints.
  • Achieved a 45% drop in payment delinquencies.
  • Achieved 17% improvement in clinic efficiency.

Accomplishments

  • Collaborated with cross-functional teams to streamline insurance benefit explanations, decreasing inquiry resolution time by 42%.
  • Developed and launched a patient advocacy program that increased overall patient satisfaction by 83% over 2016.
  • Created and managed patient education materials on insurance benefits, increasing clarity and decreasing billing inquiries by 51%.
  • Provided ongoing training to staff on effective communication, leading to a 30% reduction in patient complaints and grievances.
  • Optimized the scheduling system for patients, achieving a reduction of wait times by 78% while improving resource allocation.
  • Collaborated with administrative departments to reduce patient billing confusion, lowering the volume of disputes by 44% over two years.
  • Implemented a patient-focused communication strategy, increasing post-visit follow-ups by 42% and improving overall care rating.
  • Utilized conflict resolution skills to manage patient-provider disputes, reducing resolution time by 33% and improving overall satisfaction.
  • Maintained accurate and timely patient records, improving HIPAA compliance audits by 64% in 2022.
  • Developed a quality assurance protocol for telehealth services, leading to a 56% improvement in patient satisfaction scores.

Affiliations

  • Certified Healthcare Access Associate (CHAA) 2019
  • National Association of Healthcare Access Management (NAHAM)
  • Collaborator, Interdisciplinary Telehealth Working Group (ITWG)
  • American Medical Informatics Association
  • National Association of Social Workers
  • Collaborated with framework Patient Experience Team (Philanthropy or Volunteer Option)
  • Medical Group Management Association (MGMA)
  • Society for Patient Centered Healthcare (SPCH)
  • Rotary International
  • Toastmasters

Certifications

  • Medical Terminology Certification by Meridian
  • Certification in Healthcare Communication Strategies by Summit Group
  • Certified in Patient Scheduling and Coordination by Harbor & Co.
  • Certified Specialist Business Process Reengineering (CSBPR) by Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Patient Engagement Specialist (CPES) by Harbor & Co.
  • Certified Outpatient Coder (COC) by American Academy of Professional Coders (AAPC)
  • Certified Public Accountant (CPA)
  • Certified Patient Services Specialist (CPSS) by National HealthCareer Association
  • Cisco Certified Network Associate (CCNA)

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