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Skills

  • System updates
  • Problem resolution
  • Team management
  • MS Office
  • Interpreting physician orders
  • Insurance claims advocacy
  • Process improvement
  • Data entry
  • Operational improvement
  • KPI-driven team management

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Adhered to other compliance standards.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Conducted pre-authorizations.
  • Boosted productivity by 26%.
  • Captured demographic and insurance information accurately.
  • Was in charge of compiling and reviewing medical records.
  • Saved $16 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collected balances within 30 days of service.
  • Boosted patient satisfaction scores.

Summaries

  • Consistently recognized for exceptional performance in patient services, achieving top satisfaction ratings and reducing wait times through efficient process innovations.
  • Achieved a 30% improvement in patient satisfaction scores.
  • Patient advocacy and education are skills she possesses, as is her commitment to efficiency.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Comprehensive knowledge of client relations and a dedication to patient satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Complete patient education is a success.
  • Adept at improving patient flow.
  • Consistently reduced patient registration errors.

Accomplishments

  • Achieved and maintained an accuracy rate of 60% for patient insurance verification and financial clearance processes.
  • Worked with financial services to streamline patient payment processes, reducing billing errors by 18% and decreasing the average collection time.
  • Generated detailed performance reports for management, highlighting department achievements and areas for improvement based on patient flow analysis.
  • Streamlined patient communication processes, reducing post-visit follow-up times for insurance-related inquiries by 19%.
  • Served as the point of contact for resolving escalated patient access issues, successfully de-escalating 3 cases on a weekly basis.
  • Trained new hire employees on patient access workflows, improving their time to competency by 10 days on average.
  • Revised the front-end registration framework, resulting in a 28% decrease in registration times and improving overall patient throughput.
  • Recognized with Employee of the Year for consistently achieving 42% or higher patient satisfaction scores across all service categories.
  • Resolved escalated patient complaints by accurately identifying the root issue and providing solutions, successfully reducing complaints by 64%.
  • Spearheaded the creation of patient registration templates, reducing data entry errors by 47% and improving the customer experience.

Affiliations

  • American Society of Safety Professionals
  • American Association of Healthcare Administrative Management (AAHAM)
  • Healthcare Financial Management Association (HFMA)
  • Freemason
  • Toastmasters
  • Patient Advocate Certification Board (PACB)
  • Association of Information Technology Professionals
  • National Health Council (NHC)
  • American Health Information Management Association (AHIMA)
  • Lions Club

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Medical Office Manager (CMOM)
  • CompTIA Network+
  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Healthcare Financial Management Association (HFMA) Certified Revenue Cycle Representative (CRCR)
  • Certified Public Accountant (CPA)
  • CPAR (Certified Patient Access Representative) by AAHAM
  • Certified Professional in Patient Access Services (CPPAS)

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