Pas Call Center Team Lead Resume Example

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(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
Driven and compassionate healthcare professional with over 16 years of hands-on experience in Patient Access . An ambitious and motivated individual who has an optimistic approach to any task. Always readily available to take on and learn new things. Excellent customer service and organizational skills. Motivated self-starter with an aptitude for learning new skills quickly.
Skill Highlights
  • Excellent customer service and Microsoft Word, Excel,Power Point
  • organizational skills Clinic Station
  • Motivated self-starter with an aptitude for Care
  • learning new skills quickly. Oracle
  • Staffing management ability IDX
  • Conflict resolution Medical terminology
  • Patient-oriented Epic
  • Personal and professional integrity Paynav
  • Sound decision making RightFax
  • Staff training and development
  • Cultural awareness and sensitivity
Education and Training
DeVry University Houston, TX Expected in 2013 Bachelors of Science : Business Administration Health Services - GPA : Business Administration Health Services
National Association of Healthcare Access , Expected in 2013 : - GPA : Certified Healthcare Access Associate
Ultrasound Diagnostic School Houston, TX Expected in 1996 Medical Assistant : - GPA :
Professional Experience
Bickford Senior Living - PAS Call Center Team Lead
, , 07/2013 -
  • Leads a team of 25 employees with various shifts from 7am-6:30 pm.
  • Compiles daily assignments for team members Completes Quality audits from daily productivity for all staff members.
  • Works with Management to evaluate staffing and scheduling.
  • Provides guidance and leadership to staff in the implementation of existing and new departmental policies and procedures.
  • Utilizes effective communication and interaction skills with patients, staff, physicians, insurance companies and other hospital personnel ( office, Information Systems, third party payors, Medical Records) to prevent potential problems and to resolve existing ones.
  • Handles the investigation of problems or issues raised by staff, customers or management.
  • Manages the workload through effective communication, ensuring technical and operational problems are documented and appropriate action is taken to process the workload in an equitable manner.
  • Provides accurate departmental reports as requested, ensuring timely and accurate information is disseminated to co-workers and management levels as appropriate, summarizing problems and solutions.
  • Reviews collection processes as a means of enhancing service and increasing collections.
  • Trains staff when needed and as appropriate.
  • Identifies potential quality and efficiency improvements.
  • Maintains availability to work "as needed", and maintains the department schedule according to departmental guidelines.
  • Attends department and other meetings as scheduled.
  • Assists in the formulation and creation of policies and procedures for departmental processes.
  • Possess detailed knowledge of all ins verification and/ or precertification processed that's required to secure reimbursement for hospital services, while providing optimum internal and external customer satisfaction.
  • Maintains knowledge of over 70 contracts that have unlimited numbers of multiple payors to minimize the Hospital's financial risk for claim denials.
  • Performs quality and assurance checks; reviews case documentation for completeness and accuracy.
  • Reviews, tracks and manages activities related to designated departmental work queues to ensure timely resolution of patient accounts.
  • Responsible for monitoring daily activity and performance metrics reports to assist with improving process flows and procedures.
UT MD Anderson Cancer Center - Patient Access Specialist, Patient Services Rep, Transfer Center Coordinator
City, STATE, 04/2005 - 07/2013
  • Communicated with referral source to appropriately screen and initiate the referring process.
  • Registered/consented new patients - Scheduled appointments for new Patients.
  • Used technical/functional expertise and verbally communicated with patients to obtain financial information needed to determine financial eligibility.
  • Evaluated adequacy of financial resources based upon diagnosis and estimated cost of proposed treatment plan.
  • Set up payment arrangements and collect appropriate co-payments through measures of confident communication with patient or responsible party.
  • Appropriately manage follow-up of financial issues including placing holds on patient's accounts.
  • Gathered financial, demographic and insurance information from patients via CARE System.
  • Assigned beds via the Premise System.
  • Processed routine requests, using strong verbal, listening and written communication skills for all incoming Hospital-to-Hospital transfers.
  • Monitored hospital transfers and initializing daily reports to various departments Coordinated calls between referring, accepting physicians, and other medical staff.
  • Analyzed and prepared multiple comprehensive reports that provided data for corporation use Served on frequent multidisciplinary performance improvement teams.
  • Served as Lead on a performance improvement project focusing on Important Message from Medicare Discharge Rights Letter.
  • May 2000 to The Woman's Hospital of Texas, Shared Services February 2005 Registrar, insurance Verification Used the Meditech system to interview patients for all pertinent account information and verified insurance coverage.
  • Obtained proper authorization for treatment and approval codes for insurance carrier.
  • Collected co-pays, deposits, and deductibles.
  • Provided estimated cost for treatment based upon treatment plan Responsible for timely and accurate insurance verification and notification for both Inpatient and outpatient services.
  • Communicated with patients/ responsible parties concerning billing processes and financial responsibilities.
  • Provided estimated cost for treatment based upon treatment plans.
  • Documented communication with payers, patients.
UT MD Anderson Cancer Center -
, , 05/2005 -
 Conflict resolution, contracts, customer satisfaction, customer service , decision making, diagnosis, Staff training, financial, functional, Information Systems, insurance, leadership, listening, Medical terminology, Meditech system, meetings, Access, Excel, office, Power Point, 2000, Microsoft Word, Works, Oracle, organizational skills, personnel, policies, processes, Quality, scheduling, self-starter, Sound, Staffing, treatment plan, treatment plans, written communication skills

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Resume Strength

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Resume Overview

School Attended
  • DeVry University
  • National Association of Healthcare Access
  • Ultrasound Diagnostic School
Job Titles Held:
  • PAS Call Center Team Lead
  • Patient Access Specialist, Patient Services Rep, Transfer Center Coordinator
  • Bachelors of Science
  • Medical Assistant

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