Customer Service Health Information
Resume:
MARTHA JONES
***** ******* *****, *******, ***** 77083 808-***-**** **********@*****.***
Clinical Coding Specialist/ ER Patient Access Coordinator
EDUCATION
The College of Healthcare Professionals, Associate’s Health Information Technology Management-AAS. December 2014, 3.05 GPA.
COURSEWORK
ICD-9-CM / ICD-10 and CPT Coding
DRG & APG Assignments
HIPAA Regulations
Insurance Reimbursement/ Collections
Medicare/Medicaid Reimbursement
Hospital Information Systems
Medical Terminology
Chart Control, Access and Storage
Chart Status Tracking and Assembly
Clinical Data Analysis and Extraction
Managed Care Regulations/JCAHO Guidelines
Current HIM Technologies
PROFESSIONAL EXPERIENCE
Houston Methodist, Sugar Land, TX ER Patient Access NTW Coordinator 2018 – current
Perform patient registration function when needed to ensure wait times are kept to a minimum
Ensure QA on registrations for all areas of Registration
Provide continuous training for and communicates changes to existing employees
Prepare payroll and completes monthly work schedules as needed to ensure adequate staffing levels
Follow-up on patient complaints promptly
Implement and promote excellent customer service
Work closely and professionally with outside agencies on special projects developed by the corporate office
Interview, hire, evaluate, and counsel Patient Access staff members
Perform evaluations in a timely manner
Train new employees in all aspects of their assigned job
Supervise and maintain the productivity of employees
Review the quality of patient registration documents on a daily basis
Process all paperwork in a timely manner
Work closely with fellow managers to ensure all procedures regarding patient accounts are completed in a thorough and timely manner
Complete monthly reports to the Director (ARMAP, Clear Access, etc.)
Responsible for Dept. Operations Report, FTEs and Operating budgets
Ensure all personnel policies are followed
Develop and maintain a Patient Access Policy and Procedure Manual
Effectively manage and direct all areas of registration to ensure quality, productivity, and customer service
Maintain a clean MPI on Meditech and works closely with Medical Records on a daily basis
Maintain QA statistics and reports
Monitor and maintain Daily Preservice Log, BILL45, and Alpha Census according to established Business Office standard
Act in the capacity of Director in his/her absence
Contribute to A/R goals for patient registration
Conduct monthly staff meetings and in services for all responsible areas
Work closely with Market Financial Coordinator for updates and testing for Meditech
Assume on-call responsibilities to ensure adequate staff and problem solving
Update collection system and requests rebill if appropriate
Work closely and professionally with Nursing and Ancillary Departments in an effort to maintain teamwork approach
Recommends sufficient number of qualified/competent staff.
Determines staff qualifications and competence. Develops and maintains accurate initial and annual competency checklists, and initiates completion of initial and annual competency attestation forms.
Actively seeks ways to control costs without compromising patient safety, quality of care of the services delivered.
Attends in-service presentations, and complete mandatory education week including, but not limited to, infection control, patient safety, quality improvements, MSDS and OSHA Standards.
Demonstrates knowledge of occurrence reporting system and utilizes system to report potential patient safety issues.
Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement"
Other duties as assigned
Methodist Hospital, Sugar Land, TX Patients Access ER 2014- 2018
Obtains and inputs accurate scheduling and registration data, including but not limited to: patient demographics, insurance, guarantor and clinical information on the information system in order to initiate financial clearance activities: benefit eligibility and verification, pre-certification notification and payment review; accurately calculates and collects patient time-of-service payments.
Verifies all new and return patients’ insurance. Reviews patient information to ensure appropriate referrals and authorizations has been received. Documents patient’s accounts with information related to any potential issue(s) that could result in service delays or cancellations due to the lack of financial clearance. Keeps open channels of communication with all parties involved: physician, patient, service areas, regarding action taken and resolution
Schedules tests and return patient appointments. Pre-certifies tests and procedures requiring authorization
Reconciles daily charges to payments and prepare summary report for entry of charges. Closes billing and credit card payment information
Answers and triages incoming telephone calls, handling each call appropriately and completely. Ensures the patient reception area is neat and orderly
EPIC
Microsoft Outlook experience
Review patient encounters for accurate code in EPIC system
Verizon Wireless, Houston, TX Lead Customer Service Coordinator 1997 - 2012
Proficiently activated & deactivated client system connections
Skillfully executed thorough technical support for equipment and software
Knowledgeably answered customer questions and routed phone calls
Diligently ensured currency and accuracy of all data center records
Expertly located and corrected customer account problems
Researched problems and diminished customer’s anxiety to prevent loss of accounts
Strategically exercised knowledge of PPO, POS, EPO and indemnity plans
Professionally utilized customer service standards to ensure high levels of satisfaction.
PROFESSIONAL RECOGNITION
Certification, Human Resource Management, Villanova University 2012
Certification, Mastering Human Resource Organization Effectiveness, Villanova University 2012
Certificate, Customer Service Recognition
Appreciation of Excellence Award, 2008-2012
Certificate, Perfect Attendance
CPC Certified
Associate Degree Health Information Management and Coding
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