Customer Service Insurance

Barbara J. Wadsworth

**** *.*. *** ***** Circle, Hobe Sound, Florida 33455

772-***-**** Residence 404-***-**** Cellular

Email: ***********@***.***

CAREER OBJECTIVE

To work in an environment where I can utilize my exceptional customer service skills and deliver high

quality results that increase a company's profit line.

SUMMARY:

Results oriented supervisor with experience working with both small and multimillion dollar companies.

Possess diverse background which includes experience in Hospital, Medical Office, and Insurance

industries with a focus on data collection/accuracy, internal/external customer service, and staff

management.

RELEVANT EXPERIENCE

Experienced, results-driven Administrator and Manager with proven expertise in

maximizing productivity, achieving growth objectives and maintaining all performance standards.

Qualifications include:

• Strategic annualized goal planning, resource/ manpower planning.

• Budgeting, revenue forecasting, financial reporting and cost control.

• Staff training, development of employee manuals and strong team building,

leadership, motivation.

• Implementation of incentive programs to stimulate improved staff performance.

• Chairperson for community fund raising activities that benefited local

families.

• Development/implementation of procedures and processes to build

effective business operations and safeguard communication channels at all

organization levels

• Development of strategic alliances and partnerships to facilitate process

and improve customer satisfaction.

• Compliance, auditing and insurance management.

• Responsive customer relations and troubleshooting to achieve high-level of satisfaction.

• Identification/analysis/interpretation of industry trends and the development of operational

recommendations.

• To support growth objectives and customer service standards

PROFESSIONAL EXPERIENCE

NORTHSIDE-FORSYTH HOSPITAL, CUMMING, GA 30040

October 2011- 2014

Patient Access/Room Control

Registering patient in a timely manner while offering good customer service.

Paying close attention to accuracy of all demographic and insurance information, so that billing can be

done in a timely manner.

I am able work efficiently and work well with different departments.

I also hold the position to work Room Control, this position has me handling many telephone calls and

requests in an efficient and accurate manner.

It allows me the chance to work closely with the House Coordinator and the charge nurses.

I am able to work the hospital switchboard and relieve operators for breaks and meals.

I have made myself available to all shifts and areas of registration, filling in as needed when asked.

MARTIN MEMORIAL HOSPITAL, Stuart, FL 34995

February 2010-July2011

Admissions/Bed Control

Worked with a cross section of all departments, to assure that patient bed availability was timely. Worked

with Nursing Supervisor, to assure that physician orders were followed. Worked with other area hospitals

and facilities, to maintain a quick and flawless transfer of patients. Worked with area physicians’ offices

guaranteeing that the patient’s needs were met. Maintained continuous communication with three

emergency rooms and two hospitals at all times.

Children's Healthcare of Atlanta (CHOA), Atlanta, GA

December1997 - October 2009

Supervisor, Rehabilitation, 1999-2009

Put into action a plan that reduced insurance denials by more than 60%. Plan, organize and direct all the

administrative, technical and customer service functions necessary to drive and support the

collection/verification/analysis of insurance data while ensuring compliance. Interface cross

departmentally to ensure that pre-registration, registration, charge capture, point of service payments and

financial counseling documents are completed in a timely and accurate fashion. Plan and facilitate daily

operations to ensure interdepartmental cohesiveness.

Provide staff with strategic direction to ensure that they meet or exceed all performance objectives and

department goals.

Developed/presented curriculum for employee training and mentoring.

Acted as Chairperson for 5 years for a fund raising event "Walk for the Love of Kids" that drew over

$60,000 for CHOA.

Lead Access Specialist, Rehabilitation, and 1997 -1999

Responsible for data entry of accurate and complete insurance information to ensure that claims were

processed on a timely basis. Maximize staff productivity by creating efficient tools that allowed for faster

processing of patients. Create, develop and conduct an annual symposium for all Rehabilitation Access

Specialists. Create documentation and process improvements to allow for improved work flow and

Management reporting.

NORTH FULTON HOSPITAL, ROSWELL, GA

September1995-November1997

Emergency Room Patient Access Supervisor

Responsible for 24/7 staffing schedules. Development and implemented flexible work hours to

accommodate personnel and meet department staffing goals. Provide staff with the education and tools

needed to insure all performance objectives and department goals were met. Responsible for training all

new employees.

PALM BEACH GARDENS HOSPITAL, PALM BEACH GARDENS, FL.

January 1989- September 1995

Emergency Room Patient Access Supervisor 1991-1995

Responsible for 24/7 staffing schedules. Developed and implemented flexible work hours by permitting

shared work schedules, to accommodate and meet all department staffing goals. Created and updated

all staff training materials. Created a staff handbook, giving them the tools to work through most

situations, which might arise during a shift.

Implemented an ongoing monthly education meeting, which resulted in a, 90% reduction in errors. This

was accomplished by validating billing and demographic information.

Worked with the nursing staff to introduce procedures. to help reduce patient wait time.

Bed-Control-Patient Access 1989-1991

Worked with a cross section of all departments to assure that a patient’s bed was assigned and available

in a quickly as possible. Worked closely with Admission Nurse as well as Nursing Supervisor to assure

that the physician’s orders were followed. Worked closely with patient access checking that the

insurance and demographic information was accurate.

Worked with other area hospitals and facilities to maintain a quick and flawless transfer of patients,

making sure all the insurance and demographic information was verified and accurate. Worked with area

physician offices educating them as needed, and ultimately guaranteeing that the patient’s needs were

met.

**Note that Palm Beach Gardens and North Fulton Hospital are owned by the Tenet Corporation and that

when I moved from Florida to Georgia it was a hospital to hospital transfer.

PROFESSIONAL TRAINING

Valuing Differences

Increase Personal Effectiveness

Take Charge of Your Career

Thomas-Kilmann Conflict Mode Instrument

Building Trust

Civil Treatment for Managers

PERSONAL

Dedicated to the importance of professional integrity and exceeding all performance goals

Computer skills: Microsoft Office Suite 03, 07, 10, SMS, EPIC, Cadence, NuMed, Meditech, STAR

registration tool, PCI, AHIQA, RevRunner, Wells Fargo, Forms on Demand, Financial Estimation Tool,

Smart ID, Express Bill, Visibility Bed Control.

Education: High School

Email:***********@***.***

Willing to travel

References available for review

Contact this candidate