I have 17+ years experience in all aspects of the healthcare industry. I am dedicated and committed to excellence in my professional performance. I thrive in a challenging environment, able to think on my feet. I have extensive knowledge of financial analysis. I am able to identify, analyze and track trends that impact financial performance for maximum operational results, develop business cases and plan capital investment activities. As a career manager, I am a "people person"; I love working with groups and building team environments.
Effective staff coach
Knowledge of Medicaid statutes and regulations
Medicaid Management Information Systems
Promotes positive behavior
03/2011 to 09/2011
Patient Intake - Insurance Verification SpecialistMemorial Health University Medical Center – Savannah, GA
01/1998 to 11/2010
Customer Service SupervisorMedStar Georgetown University Hospital – Washington
Supervised the department by directing, coaching and graining customer service representatives, self-pay, and Verification Unit staff.
Audited and assessed the work output, standards and quality control metrics for the department.
Monitoring the ACD Phone System using Siemens HiPath Observer software and producing reports of the team's performance.
Analyzed and resolved patient requests and complaints in order to provide feedback to billing units and clinical departments regarding status of patient relations; recommended opportunities for enhancement of patient relations.
Provided financial counseling to patients and their families; explained budget/payment plans in accordance with institutional polices and procedures; diplomatically interviewed indigent customers in need of referral or recommendation to appropriate support and/or charity care programs.
Prepared comprehensive performance evaluations of staff.
Recorded, summarized and communicated daily activity reports to department administrators, managers, executive staff and directors to improve quality of services delivered and increase patient/client satisfaction.
Conducted customer service team building workshops and senior management meetings.
Participated in the development of collection and credit policies and procedures to maximize financial performance, while sustaining exceptional customer service.
06/1995 to 05/1997
Administrative AssistantMental Health Clinic
DoD, USAF, Aviano Air Force Base, Italy Provided unit's commander and staff with administrative and clerical support to include advice on reports, actions, etc., necessary for the implementation of commander's policies.
Created and maintained the unit's scheduling system for patients in the outpatient mental health clinic and patient advocacy.
Prepared and administered psychological testing materials to patients as requested by physicians; prepared reports for analysis and interpretation by clinical providers.
maintained patients' medical records in accordance with Air Force standards and in compliance with the Joint Commission Ambulatory Care Accreditation program to ensure maximum patient care.
Worked closely with other departments within the hospital for continuity of care to patients; scheduled patients' appointments for services ordered by providers (i.e., labs, radiology, procedures, etc.).
Ordered and maintained medical and office supplies as needed.
01/1991 to 06/1995
Medical Logistics - Biomedical Engineering - Medical Logistics TechnicianPope Air Force Base Hospital – Fayetteville, NC
Order medical equipment and supplies for 200+ bed hospital facility.
Maintained MedLog database and inventory of supplies.
Dispensed medical supplies to hospital units.
Served as unit secretary to department chief; prepared correspondence and reports for hospital commander.
Served in the collateral duty as Hispanic Employment Program Manager; successfully recruited and counseled minority target groups; served as the hospital representative in the base's EEO Committee.
Prepared reports for statistical analysis by unit commanders.
Participated in diversity and cultural events representing Pope AFB.
Master: Public Administration University of Maryland University College - Public Administration
BSBA Business Administration: Accounting Methodist University - Fayetteville, NC GPA: Dean's List - 1992 & 1993)Accounting Dean's List - 1992 & 1993)
ACD, administrative, Air Force, Billing, budget, clerical, coaching, interpersonal, Excellent oral, contracts, counseling, CPT, credit, client, customer service experience, Customer Service, customer service skills, database, directing, documentation, senior management, financial, ICD-9, insurance, interpretation, inventory, team building, materials, Medical billing, meetings, mental health, mentoring, office, Phone System, policies, producing, coding, quality, quality control, scheduling, Siemens, SMS, Fluent in Spanish, statistical analysis, Supervisory experience, phone, workshops, written skills