Patient Care Customer Service
Resume:
TAWANA BROWN
Experienced and results driven department lead with over 10 years of leadership experience. Responsible for the continuous improvement and development of 15+ employees. Strong knowledge and hands-on professional experience in patient care, customer service, policies and procedures implementation, operations management and facilitating process improvement initiatives.
Dedicated and solution-focused professional who is efficient, thorough and passionate about delivering the best levels of care to patients; possess 10+ years experience in a wide range of key patient care fields and has the required physical, mental and emotional strength to stand up to the rigors of this demanding profession.
Adept at creating a clean working environment and keeping patients comfortable through communication and good health care practices; skilled at managing the entire patient cycle of scheduling, pre-admissions, inpatient, outpatient and emergency admission.
Effective communicator and relationship-builder with superior detail orientation that gathers and imparts information effectively across all management, department, and discipline level.
Patient Care Health Record Management Medical Terminology
Insurance Verification Documentation and Charting HIPPA Certified
Procedure Implementation Conflict/ Complain Resolution Inventory Control
Reporting & Compliance Service Focused
Leadership & Mentoring
Referral Coordinator, Kelsey-Seybold
03/2023-Present
Responsible for referral operations at assigned clinics, establishing and standardizing systems and procedures for the distribution and use of health information throughout the organization, coordinating and referral functions with all other departments.
Relevant Responsibilities:
Expediting patient referrals to specialty offices.
Completing referral requests as needed.
Faxing and sending medical records to our various departments for processing.
Maintain ongoing tracking and appropriate documentation on referrals to promote team awareness and ensure patient safety.
Ensure complete and accurate registration, including patient demographic and current insurance information.
Assemble information concerning patient’s clinical background and referral needs.
Provide appropriate clinical information to specialist.
Coordinate DME referral orders with varies medical equipment vendors.
Process prior authorization for all medications that require a PA request through their insurance company.
Contact review organizations and insurance companies to ensure prior approval requirements are met.
Provide specific medical information to financial services to maximize reimbursement to the hospital and physicians.
Review details and expectations about the referral with patients.
Referral Coordinator, Deans Professional Services- Village Medical
12/2022-03/2023
Responsible for referral operations at assigned clinics, establishing and standardizing systems and procedures for the distribution and use of health information throughout the organization, coordinating and referral functions with all other departments.
Relevant Responsibilities:
Expediting patient referrals to specialty offices.
Completing referral requests as needed.
Faxing and sending medical records to our various departments for processing.
Maintain ongoing tracking and appropriate documentation on referrals to promote team awareness and ensure patient safety.
Ensure complete and accurate registration, including patient demographic and current insurance information.
Assemble information concerning patient’s clinical background and referral needs.
Provide appropriate clinical information to specialist.
Contact review organizations and insurance companies to ensure prior approval requirements are met.
Provide specific medical information to financial services to maximize reimbursement to the hospital and physicians.
Review details and expectations about the referral with patients.
Patient Access Manager, Oncology Consultants, Houston, Tx 2021-2022
Patient Access Supervisor, Oncology Consultants, Houston, Tx
11/2021-2/2022
Responsible for managing 12 employees that provide new patient appointments and insurance verifications within all 15 clinic locations. Assisted with implementing departmental programs to improve performance and patient satisfaction. Maintained and revised procedural processes, control records and process source data. Offered recommendations to upper leadership for improvements in operational efficiencies.
Relevant Responsibilities:
Ensures the accuracy and completeness of daily registrations.
Ensures a high level of quality service provided to patients.
Participates in the recruitment process for new staff including the development and oversight of orientation in all Patient Access areas.
Responsible for staff development, including training, reviews of progress and communication of findings.
Monitors all Patient Access processes generally and individual workers specifically to assure compliance with department policies & procedures.
Monitors scheduling interaction and performance with physicians and patients to ensure appropriateness.
Offers guidance to employees related to Point-of-Service collective activity.
Ensures proper utilization of purchased software: OncoEMR, Centricity, Clearwave, ROI, and Leading Reach.
Goals and objectives set in conjunction with the Director of Patient Access/Financial Services are expected to be met or exceeded.
Keeps up to date on changes imposed by Medicare, Medi-Cal, Commercial Insurance as well as Federal and State laws impacting health care.
In concert with the Director of Patient Financial Services, will participate in the recruitment, scheduling, and discipline of staff.
Problem situations are to be resolved appropriately and independently.
Conducts staff performance management activities which include evaluating and providing feedback on performance daily PRN and annually.
Develops staff training and participates in training delivery.
Oversees the daily work of the support staff, assists staff in prioritizing workloads when necessary, and ensures appropriate, daily staff coverage.
Encourages and fosters an environment of continuous performance improvements and collaboration.
Serves a primary escalation point for troubleshooting and resolving issues surfaced by front line staff.
Communicates relevant information/performance data to Director/Executive Leaders.
Ensure Director of Patient Access are informed of any unusual and significant issues that may affect patient satisfaction, timeliness of services or reimbursement or general patient flow.
Department Lead, Houston Methodist Orthopedic/Gastroenterology/Primary Care Group Call Center, Houston, TX 2016-2020
Provide strategic leadership for organizational changes and play a key role in driving capability excellence around departmental performance that is centered around metrics. The Contact Center is responsible for providing several clerical duties for over 127 Primary Care Physician clinics, 13 Orthopedic physicians, and 10 Gastroenterologist within Houston and the surrounding areas.
Relevant Responsibilities:
Exemplify the ICARE mission, vision and values and acts in accordance with Methodist policies and procedures. Responsible for development of job roles and responsibilities in the Contact Center. I oversee the daily Contact Center operations supervising a staff of 30+ employees. Responsibilities include:
Manage selection, retention, training, and development of agents and make effective staffing decisions to ensure service levels and department goals are accomplished.
Maintain high levels of performance for customer service metrics including call answer rate, call quality, customer service ratings, scheduling accuracy, etc.
Manage partner and team performance through goal setting and coaching.
Create developmental opportunities for partners to strengthen their capabilities and encourage growth within the organization
Recognize and reinforce individual and team accomplishments by using existing organizational tools and programs as well as creating new and effective methods of recognition.
Ensures day-to-day application of policies, procedures, and performance standards to ensure quality customer service and accuracy of information.
Communicates and educates client groups and team on changes in policies and practices within the organization.
Lead, Insurance Verification/Prior Authorization/Referral, The Woodlands North Houston Heart Center, The Woodlands, TX 2007-2016
Responsible for managing 5 employees that provided authorizations for diagnostic procedures/office visits referrals within the clinic. Assisted with implementing departmental programs to improve performance and employee morale. Maintained and revised procedural lists, control records and coded schemes to process source data. Offered recommendations to upper leadership for improvements in operational efficiencies.
Relevant Responsibilities:
Responsible for assigning and verifying my team’s daily insurance verification logs. Ensured that all insurance information needed for billing and collection processes were appropriately obtained and recorded prior to the patient’s appointment.
Ensured medical necessity was completed prior to procedures performed with in the office. Informed patients of their financial responsibility for services to be rendered.
Effectively researched and resolved peer to peer reviews to ensure patients received their insurance authorizations for testing performed in office.
Successfully increased reimbursements by 95%, due to timely patient payments, obtaining authorizations prior to testing, and making sure all verifications/documentation was obtained before filing.
Resourceful leader with a proven track record, of Process Improvement in fast pace environments.
Positioned to deliver optimal level of care through close observation and outstanding communication skills
Department Lead Patient Care Scheduling Customer Service Medical Administration
CONTACT
ad1971@r.postjobfree.com
CORE COMPETENCIES
Process Improvement.
Team Management and Capability Building
Change Leadership and communication
Business Partnering and Consulting
Knowledge of medical terminology and basic clinical skills
Ability to work effectively under pressure and to use professional judgment in emergency situations
Able to collaborate and work in a fast-paced team environment
Well-developed ability perform and manage multiple assignments in a busy clinic setting
Ability to remain calm in difficult situations whilst at the same time being observant, adaptable and firm with patients
Ability to respond quickly to emergencies
Data Entry: 65 WPM without errors
IT SKILLS
Microsoft Office suite
Internet Research
Adobe Creative Suite
Microsoft Excel
Epic
PERSONAL SKILLS
High levels of integrity
Strategic planning
Highly tactical
Strong leadership and mentoring skills
EDUCATIONAL QUALIFICATIONS
Masters in Medical Administration- University of Phoenix
Bachelor Of Science in Health Administration
Associates in Arts of Business- Baker University
9819 Westminster Dr. Humble, Tx
77338
PROFILE STATEMENT
SKILLS AND EXPERTISE
PROFESSIONAL EXPERIENCE
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