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Skills

  • Referral Dashboard Management
  • First Aid/CPR
  • Team Leadership
  • Call Volume Surge Management
  • Budgets
  • Healthcare Data Privacy Best Practices
  • Data Integrity Maintenance (zero-loss)
  • Team building
  • Process equipment
  • Business operations

Work Experiences

  • Improved bill payment timeliness by developing flexible payment plans for patients.
  • Assisted in developing client-facing brochures.
  • Analyzed historical referral data.
  • Was in charge of patient scheduling, check-in, check-out, and billing payments.
  • Achieved a 41% conflict resolution rate.
  • Analyzed historical referral data to predict seasonal surges and proactively adjust front office staffing, decreasing overtime costs by $17 per quarter.
  • Achieved zero audit findings in a 2022 review.
  • Achieved 6% fewer miscommunications.
  • Assisted in developing client-facing brochures and documents for explaining the referral process, which contributed to a 45% increase in patient awareness.
  • Actively audited submission processes.

Summaries

  • Goal-oriented and friendly, with a track record of updating traditional offices to improve patient satisfaction.
  • Adept at navigating high-paced medical environments.
  • Referral Front Office Support Lead with 10 years of successful quality assurance and vendor management experience.
  • Achieved zero audit findings in 2024.
  • Healthcare practices, compliance standards, and operations are all familiar territory for this versatile administrative professional.
  • Knows how to manage charts, forms, and payments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Maintain high-volume medical offices by coordinating files, appointments, and other patient needs efficiently.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Accelerated onboarding processes.

Accomplishments

  • Managed vendor relationships for maintenance of electronic referral systems, ensuring system uptime of 19% per year.
  • Optimized the referral tracking system, reducing lost or misfiled referrals by 40% over 2015 period.
  • Reduced errors in manual claims submission by revamping staff training and introducing e-referral software, increasing first-pass odds of approvals by 69%.
  • Documented and resolved procedure which led to program.
  • Secured front office procedural compliance with the latest healthcare regulations, resulting in a zero-issue audit review for 2021.
  • Collaborated with IT to enhance the functionality of the front office referral tracking system, leading to improved referral turnaround times by 36%.
  • Trained a team of 18+ front office staff on the use of Workday, leading to a 80% decrease in referral entry errors.
  • Initiated the automation of referral scheduling using ServiceNow, creating a smoother workflow and reducing patient wait times by 82%.
  • Collaborated with care providers to optimize the referral scheduling process, reducing duplication and patient rework by 46%.
  • Improved patient referral scheduling efficiency by optimizing workflows between front office and patient care coordinators, shortening referral closing timelines by the past year.

Affiliations

  • Lions Club
  • Certified Clinic Resource Allocation Specialist by Summit Group
  • Society of Human Resource Management
  • Front Office Operations Specialist Certification from Meridian
  • Referral Management Best Practices Webinar Series 2017
  • Healthcare Workforce Optimization Summit Attendee 2024
  • Leader of Cross-Functional Healthcare Fan-Out Teams program
  • National Association of Social Workers
  • Freemason
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Professional in Healthcare Quality (CPHQ) – National Association for Healthcare Quality
  • HIPAA Certification – category
  • Certified Medical Program Management (CMPM) – Vantage
  • Referral Management Software Certification in Salesforce – Cedar Works
  • Certified Medical Administrative Assistant (CMAA) - Cedar Works
  • Healthcare Customer Service Certification – Brightline
  • Certified Clinical Medical Assistant (CCMA) - National HealthCareer Association
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Healthcare Operations Professional (CHOP) – Summit Group
  • Microsoft Certified Systems Engineer (MCSE)

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