AMIE L. BLUMLING

Lafayette, IN ***** 765-***-**** ad23m9@r.postjobfree.com

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Objective

I have been in healthcare for almost 18 years, the last ten with Indiana University Health Arnett as well as other IU Health locations across the state. I have had the pleasure of working as the Manager of the West Central Region Central Scheduling Team within System Patient Access at Revenue Cycle Services, Team Lead for Registration staff in the outpatient clinics, Senior Operator answering calls for 3 hospitals and 19 clinics, Customer Support for our patients while assisting the My IU Health Portal Team statewide and the Patient Placement Team at IU Health Arnett Hospital. I am ready to explore other customer service opportunities with the focus being on excellence, team, and commitment.

PROFESSIONAL EXPERIENCE

Indiana University Health Arnett Lafayette, IN

WCR Switchboard Senior Associate May 2020-current

Excellence in Customer Service role answering phones for the West Central Region; IU Health Arnett, Frankfort, and White Memorial

Successfully page and connect providers over-the-phones and via Diagnotes.

Find work arounds and solutions for barriers.

Daily multi-tasking with efficiency

Assist with call queues for multiple regions across the state including Methodist, University, Riley, Saxony, Tipton, West, North Hospitals

Working Remotely while keeping metric goals

Display values daily-Purpose, Excellence, Team, Compassion

Navigating in various systems which include Cerner-Rev Cycle-Powerchart-Appbar PROD, Amcom, FirstNet

Knowledge of Cisco Finesse, Jabber phones, Onesource

Assist the My IU Health Patient Portal Team in providing customer service and education on the portal and help callers create portal accounts to successfully view medical records and other important information.

Indiana University Health Arnett Lafayette, IN

WCR Central Scheduling Manager 2016-April 2020

Instrumental in building, training, and supporting the largest conversion within IU Health System-Epic2Cerner

Effectively lead 48 Full Time Employees daily

Attend Meetings and work collaboratively with other managers, directors, transformation team, and ELT in the WCR and all IU Health Regions across the state.

Hardwire the team on processes, standard of work.

Responsible Timekeeping, ensuring little to no overtime.

Sharing the 10 Elements-Making each call a great experience for the caller.

Mitigate Issues, Complaints-from patients, employees, and leaders.

Always striving to improve processes, communications, and customer service

Travel to multiple IU Health locations across the state to train during “go-lives,” train on new systems, attend meetings, etc.

AMIE L. BLUMLING

Lafayette, IN 47905 765-***-**** ad23m9@r.postjobfree.com

VST work on aligning Central Scheduling Functions across the state including cross coverage project, order facilitator system and processes, and multiple others that have improved our processes.

Employee Engagement- always being a focus and priority.

Driving the IU Health culture as a team to ensure the same results are achieved organization wide

Audits-Nice Recording

Provide Clear Expectations

Coaching, Counseling, Interviewing, Hiring Process

Perform difficult conversations with Employees such as corrective action and terminations.

Run Reports in multiple systems in which show daily metrics, internal and external referrals and orders, daily employee productivity-holding the team accountable.

Successfully work with external offices and providers which ensures revenue; also collaborate closely with physician liaisons to provide clear communication.

Yearly budget planning, staying within budget goals.

Attend Accountability meetings at Shadeland location each quarter to show accomplishments, provide information on gaps and risks.

Ensure the team succeeds in reaching the daily Metric Goals that are the expectations across the state. Went from 20% abandonment rate when arriving to this position to under 5% as well as a daily thirty second or less average speed of answer from a 2–4-minute wait time for a scheduler to answer. Indiana University Health Arnett Lafayette, IN

Patient Access Specialist Lead 2015 – 2016

Support PAS Staff throughout all daily operational functions

Educate PAS Staff on insurance, pre-registration, and time of service registration as well as any updates.

Ensure Standards of Work are being performed as well as the IU Health Service Standards and Values are displayed.

Assist in registrations when departments were short staffed.

Obtain understanding on denials by reviewing worklists to find out the “why” and worked with PAS to ensure they are aware of errors to improve accuracy in which provides full re-imbursement the first time a claim is sent; also shared with IU Health and Revenue Cycle leadership to provide clarity, discuss gaps and needed improvements.

Review collecting copays and coinsurance at the time of service.

Train staff on Epic, Cerner, Passport Onesource, IU Health Portal, Revenue Cycle Portal, Lawson, etc.

Work with providers regarding scheduling and resolving issues, templates, closures. Indiana University Health Arnett Lafayette, IN

Patient Access Specialist 2013 – 2015

Have maintained 95% accuracy rating in QA scores.

Successfully trained new PAS staff

Perform IU Health’s AIDET (Acknowledge, Introduce, Duration, Explain, Thank) AMIE L. BLUMLING

Lafayette, IN 47905 765-***-**** ad23m9@r.postjobfree.com

Prioritizes workloads and daily tasks, such as:

o Responding to all customer service needs

o Checking in/outpatients

o Answering phones and scheduling appointments

o Managing physicians’ schedules, meetings, and luncheons Indiana University Health Arnett Lafayette, IN

Patient Access Specialist 2013 – 2015

Have maintained 95% accuracy rating in QA scores.

Successfully trained new PAS staff

Demonstrates daily, IU Health’s AIDET (Acknowledge, Introduce, Duration, Explain, Thank)

Prioritizes workloads and daily tasks, such as:

o Responding to all customer service needs

o Checking in/outpatients

o Answering phones and scheduling appointments

o Managing physicians’ schedules, meetings, and luncheons Lafayette Podiatry Associates Lafayette, IN

Front Office Manager 2011 – 2013

Receptionist 2009 - 2011

Maintained physicians’ schedules and appointment types to keep patient flow running smoothly.

Managed inventory, staff schedules, and physicians' meetings

Verified claims before sending them to insurance for billing.

Completed deposits, dictation, and administrative duties as needed. Women’s Clinic Lafayette, IN

Receptionist 2005 – 2009

Successfully completed patient scheduling, billing, insurance eligibility, etc.

Navigated multiple software systems and programs.

Effectively communicated with multiple staff and physicians SKILLS

Proficient in CPM/Revenue Cycle, WIN 32, Epic, Finesse, Cisco Phones, Passport Onesource, Azure, Amcom, Word, Excell

Great written and verbal communication skills

Excellence in Customer Service

Bronze Trained

Perform and hard wire 10 Elements.

AIDET (Acknowledge, Introduce, Duration, Explain, Thank)

Extremely initiative-taking and goal driven.

Navigate Medicaid (CoreMMIS), MDWISE sites daily IU Health Insurance Verification

Enthusiastic about patient care-it is my Purpose.

Motivated to always look for ways to improve as a Team.

Compassionate, Friendly, Loyal, Happy to help, Great people skills. AMIE L. BLUMLING

Lafayette, IN 47905 765-***-**** ad23m9@r.postjobfree.com EDUCATION

Jefferson High School: Diploma obtained in 1992.

Cosmetology School; Graduated 1993

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