Customer Service Medical
Resume:
Geraline L. Hinderson
**** ********** *****, ***** *****, LA 70814
**********@*****.***
PROFESSIONAL EXPERIENCE
Our Lady of the Lake Regional Medical Center - Baton Rouge, LA
Manager, Patient Financial Services - Revenue Cycle
May 2013 - Present
System consists of (8) facilities - 5 Hospitals, Outreach Lab, and LSU
Clinics
. Directly manage 2 supervisors, 7 billers, 16 collectors, 1 Clerical-
Scanner, 1 Administrative Assistant within the Business Office
. Knowledge of commercial and government payers
. Establish and implement departmental goals and objectives
. Evaluate and implement effective work flow processes
. Manage appropriate billing and collections procedures and processes
. Heavily involved in cash posting applications
. Work closely with other departments such as HIM, Revenue Integrity,
Case Management, Patient Access, etc.
. Oversee all billing and collection activities and meet customer
expectations while complying to all laws and regulations governing
billing and collections
. Develops, implements, and improves billing and collection strategies
and processes as needed to optimize billing and collection performance
. Review and resolve issues that are escalated to management
. Work and resolve settlements/proposals
. Interact with external stakeholders to identify and resolve issues of
non-payment
. Identify and resolve billing and collections issues in a timely manner
. Performance reviews, counseling, coaching, mentoring, and rewarding
team members
. Maintain time and attendance according to the policies
. Approve and submit time to payroll
. Work with all departments to solve any grievances and account
discrepancies
. Compliance with all requirements for continuing education and
mandatory meetings
. Support organizational and departmental goals to contribute to the
success of the organization
. Serves as the staff resource for information
. Orient and train new employees to assess competency levels
. Maintain budget requirements for the department
. Conduct staff meetings to relay information and discuss any identified
issues found by staff
. Run reports to manage the progress within the department (AR Days,
ATB's, Productivity rate, Clean Claim Rate -CCR, DNFB, Billing queues,
Collection queues)
. Other duties as assigned
Pathology Group of LA - Baton Rouge, LA
Billing and Collection Specialist Lead- Business Office
April 2010 - May 2013
. Collecting unpaid balances on delinquent accounts/ Bad Debt
Collections
. Assisting customers/ patients with billing issues concerns about
account
. Billing insurance companies to recover payment for services provided
. Inbound and outbound customer service calls/ Excellent customer
service
. Communicating with patients and insurance companies to ensure proper
handling of account
. Collections
. Posting payments and deductibles, discounts, write-offs
. Set up payment arrangements,
. Experience with worker's compensation, commercial, Medicare, and
Medicaid claims
. Data entry/ working EOB's denials
. Experience with HCFA-1500/UB-92 and UB-04
Unisys Corporation - Baton Rouge, LA
Provider Relations Representative
March 2009 - April 2010
. Answering a high volume of inbound calls in a call-center
. Returned provider calls on downtime
. Assisting providers with concerns about claims and how to obtain
payment.
. Providing payment information
. Providing Medicaid eligibility and claim status
. Educating and training providers on policies and procedures for
billing medical, dental, vision, and other specialty claims.
. Help resolve any billing issues
. Fulfilling remit requests
. Adjusting and refilling claims/ Experience with UB-04 and HCFA-1500.
. Strong Customer Service
. Strong data entry
Ochsner Clinic Foundation - Baton Rouge, LA
Medical Assistant II - Women's Center OB-GYN
February 2008 - March 2009
. Performs and documents preliminary nursing assessment on each patient
to be seen in department, including, but not limited to, Vital Signs:
Temperature, Blood Pressure, Pulse, Weight, Height, and Respiration's.
. Accurately and quickly assists and/or carries out medical providers'
orders by performing requested tasks.
. Accurately and per policy, documents pertinent patient information,
procedures performed, medications and injection administered, patient
responses, and reports findings to the medical provider; does not make
independent medical or healthcare decisions.
. Able to assist all providers including specialty providers with
clinical procedures.
. Assists in duties such as restocking rooms/shelves/trays, checking
supplies, and ensuring that all areas, exam rooms are clean and
orderly.
. Patient advocate - ensuring that patient concerns are resolved or
addressed
. Perform routine clerical functions including but not limited to:
schedule routine/follow up appointments, electronic chart management,
take/make and route phone calls timely and efficiently, conduct
failed/broken appointment follow up and referrals, calling in
medications
. Assists with ensuring adequate inventory of necessary supplies and
ensuring maintenance of all logs, i.e.,
Immunization/Medication/Medical Supplies.
. Is fully knowledgeable of all back office procedures, services
provided, and is a resource to new employees.
. Performs other related duties as assigned
Dixon Medical Clinic- Baton Rouge, LA
Front Office/ Billing Supervisor
January 2002 - February 2008
. Supervising front office staff of 10
. Hiring, terminations, and training
. Performance reviews, coaching, mentoring
. Ensure all policies and procedures are followed
. Handleg all patient complaints
. Assigning duties to staff
. Managing time and attendance for front office staff
. Back-up for rooming patients when necessary/ vital signs
. Assist with answering high volume phones
. Assist with scheduling appointments and procedures
. Insurance verifications, posting payments and procedures, billing and
coding, collecting co-payments, and checking patients in and out.
. Data Entry, cash handling, bank deposits, and balancing and tracking
petty cash
EDUCATION
Master of Arts in Healthcare Administration, Graduated May 2014, Ashford
University
Bachelor of Science in Business Management, October 2012, University of
Phoenix, LA Campus
Contact this candidate