Patient Care Office Manager

Chrystal Lute

Medical Office Manager/ Pre-K Teacher Brenham, TX 77833 ad5ojr@r.postjobfree.com +1-979-***-****

Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives.

Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.

Authorized to work in the US for any employer

Work Experience

Patient Care Advocate

Patient Care- Hybrid - Brenham, TX February 2018 to December 2023

•Provided emotional support and guidance during difficult times through active listening techniques.

•Provided stimulating activities such as board games, puzzles, painting, reading and other activities the patient may want to do during the day.

•Facilitated effective communication between physicians, patient, and family to ensure patient safety and satisfaction.

•Developed strategies for resolving disputes between patients and healthcare providers regarding medical bills or treatments.

•Utilized excellent interpersonal skills to build trusting relationships with patient and family.

•Provided patient-centred advocacy and support to ensure quality care and positive outcomes.

•Ensured compliance with HIPAA regulations when handling sensitive information related to patient records.

Business Office Supervisor

Baylor Scott& White Hospital Brenham, TX - Brenham, TX May 2013 to December 2017

•Customer Service

•Verifying Demographics

•Verifying Insurance

•Scheduling Appointments

•Collections

•End of day deposits and corrections of batch if needed.

•Typing

•Switchboard

•Scheduling monthly meeting with staff.

•Ordering and maintaining office supplies.

•Payroll for employees including FMLA, Requested Time Off, PTO Days and corrections.

•Schedules for employees 5 weeks out.

•When I help the role as Supervisor, I was over the Access Service Representatives, Patient Service

Specialists, Financial Counselor, Front Desk clerks, and Radiology Specialist throughout out the hospital. • The average amount of employees ranged between 22-26 full time staff members, 2-4 part-time and 2-4 PRN staff members.

•I covered three shifts for each Department times included: 7am-3pm, 3pm-11pm, and 11pm- 7amplus on call staff.

•Providing excellent customer service to each patient was top priority.

•Daily duties included verifying that all of the following was completed for each inpatient & outpatient; the patient demographics, insurance benefits, pre authorizations and follow up on any cases that needed authorization. All hospital Radiology, Lab testing and schedules.

•Then calling the patient to explain benefits, patients estimate balance due day of services for testing and labs. This also included all surgeries, as well as verifying time and date of surgery with patient. When then would collect the amount due for the patients services upon arrival.

•Within 6 weeks of me becoming supervisor we went from collecting less than 10% of balance due to62 %. I did this by scheduling weekly training sessions on how to ask patients for their balance due as well as any past due AR balances . We would discuss any issues the staff may be having collecting the patients fees at our meetings and come up with solutions together.

•My department also transcribed all Outpatient lab orders, Radiology orders, Physical Therapy, Pain Management, Admits to ICU, Labour & Delivery admits, patients sent over from local doctor's offices to be admitted for observation.

•Successfully managed the productivity of the team that was located throughout the hospital and improved retention rate by 53%. The retention rate went up when the team was included in the process versus just being handed a new process. Just by listening to the staff made a tremendous difference.

•I made all of my department schedules 6 weeks in advance for each department, with requested days off required before schedule went out unless an emergency happened, or two staff members agreed in writing to switch days off.

•I Created training manuals for each staff member that included screenshots of things like how-to document correctly, where to put the documentation. Training manuals on how to pick the correct Insurance and how to enter it correctly. We also went through what happens on the backside if the insurance is entered incorrectly.

•I added to the binders when there seemed to be an issue or when a process changed such as no longer accepting certain insurances.

•When taking on the role of supervisor, part of my job was to try and resolve customer questions, billing issues and complaints by patients. This also included negative feedback from families as well.

•I also had a social media accounts I would have to look at daily to address any negative feedback and I also acknowledged the positive feedback.

•Provided detailed monthly departmental reports and updates to senior management every Wednesday by 8 am.

•Interviewed, hired, and trained all new PSA, PSS, Financial Counselors, and switchboard staff members• New staff would attend. a 2-week HR orientation with an additional 4 weeks of training before the new staff member was on his/her own.

•I often communicated with team members to maintain a clear defined expectation of each employee, while maintaining an open-door policy.

•Generated and distributed daily reports on items that had been missed by the appropriate staff member, so that she/he could go back in and correct the mistake and learn from it.(Example: Entered Wrong Insurance)

•Team productivity metrics and goals were given to each employee at the at beginning of the fiscal year, they were to be completed by the end of the year.

•At the end of the fiscal year raises were based on how everyone did on completing the metrics and goals they were given; and it was my responsibility to verify employees task completion.

•Collaborated with other departments within the organization to coordinate care for each individual patient needs.

•Maintained a high level of confidentiality when dealing with sensitive medical records or financial information.

•Reviewed EOB's statements from insurance companies to verify coverage and eligibility status.

•Analysed patient accounts for potential underpayments or overpayments due to incorrect coding or duplicate payments from multiple insurers.

•Utilized advanced problem-solving abilities to identify and resolve discrepancies on patient accounts.

Patient Financial Counselor

BSWH - Brenham, TX

December 2012 to May 2013

•I worked with Inpatient and Outpatient individuals who did not have insurance benefits and were considered self-paid patients

•I would start off by conducting the interview with patients and /or family members, caregivers, case managers or social services

•I would then provide the patient with the amount of the radiology test, lab work, inpatient stay, outpatient stay, surgery or Emergency room visit

•If they did not have insurance, then I would provide them with a self-pay discount.

•If they could not pay the self-pay discount, then we discuss the patients options, and work with patiently setting up payment arrangements.

•Promote the mission, vision, and values of the hospital organization.

•I would check to see if the patient could apply for County Indigent or other government assistance programs.

•If a patient did not qualify for any of the listed government programs, then they would start a hospital charity application process.

•Once patients needed to apply for the BSWH financial program, they are given the application and directions with the information that had to be turned in with the application along with a return date.

•I would then send them an official letter of being approved or denied, if approved it would include the date it started and the date it would end.

•I was required to keep track of each application and the stage we were at; I would provide my director with an Excel copy of where each patient was in the process stages.

•It was my responsibility to make sure the state process on all financial applications was followed• All Financial files had to be locked in a cabinet and would have to be accessible if the hospital were audited; and each file had to remain on hospital grounds for 7 years.

•Assisted patients with insurance information and billing questions.

•Adhered to HIPAA guidelines at all times when handling protected health information.

•Participated actively in team meetings by offering valuable insights on patient care.

Pre-K Teacher/ Office Clerk

Knowledge Universe - College Station, TX June 2010 to November 2012

Knowledge Universe

•Director-Pam Andres

•Instruct children the age of four/five using creative methods such as art, music, and hands-on learning

•I worked at a private day-care care center, as a pre-school teacher The learning centers were around educational play, the primary purpose of the educational program is to prepare students for kindergarten. • Monthly lesson plans created included a weekly or biweekly theme. The weekly or biweekly theme introduced a Letters, Colours, Shapes and Numbers that the class would focus on for that week.

•The center adapted and followed a Texas approved curriculum.

•Daily activities included developing language skills, motor skills, through play ad learn.

•I added a weekly music class, phonics class, and cooking class to my classroom.

•Other daily activities included attending to the basic needs of each child. Providing the needed assistance during breakfast, lunch, and snacks.

•It is also important for teachers to maintain a open line of communication with each child’s parent, particularly when there is a problem. Good behaviour should also be recognized as much as possible.

•Progress reports were sent out monthly.

•Behaviour reports were sent home daily with each child.

•We celebrated holidays and birthdays making sure every child felt special.

•We had outdoor play weather permitting, two times a day.

•I drove the Knowledge Universe Bus to 3 other Centers and 5 schools both in the morning and afternoon. This service was offered for grades 1st-6th grade, for students who attended the morning and after school program at the center.

•After the Bus run I would work in the office in the afternoons was to do filing, give tours to perspective parents, answer the phone, and close the center as needed.

•Maintained and updated filing, inventory, mailing and database system.

Customer Service Manager (CSM)

SEARS HOLDING CORPORATION, KMART DIVISION - Cookeville, TN

July 2006 to December 2010

•Customer Service Desk - Answered Questions about store policy on returned items. Actively listening to Customer concerns with empathy and understanding. • Answering questions both in person and on the phone.

•Handling Customer Complaints and finding resolutions that worked with company policy.

•Organizing different departments in the store as needed.

•Handling large amounts of cash. Making Bank deposits.

•Stocking of Soft line department. Commutating with home office about changes on sales. Changing store signs to appropriate prices.

•Providing and open-door policy for staff.

•Working in every department both as a floor associate and cashier.

Pre-K Teacher

Creative Learning Corporation - Cookeville, TN September 2004 to May 2006

•Stayed up to date on Tennessee Pre-K regulations.

•Attended Regular Certification classes.

•Followed A STEM related curriculum for the active school year.

•Communicated with parents about childs progress.

•Followed with Parents on concerns that they may have about their child.

Education

Certificate in Education

Rasmussen College-Florida - Ocala, FL

September 2011 to July 2012

Associate in Arts

Nashville State - Cookeville, TN August 2008 to January 2010

Skills

•Organizational Skills

•Medicare Knowledge (8 years)

•Multitasking Abilities (10+ years)

•Verbal and Written Communication

•Patient Rights

•Progress Documentation (10+ years)

•Administrative Supervision

•Patient Care

•Patient Health Information Privacy

•Medical Terminology

•Process Improvement (8 years)

•Claim Processing

•Patient Flow (10+ years)

•Proactive Problem-Solving (10+ years)

•Large Caseloads (10+ years)

•Demographics Information (10+ years)

•Switch Board

•Medical Office Experience (10+ years)

•Teaching

•Epic

•Transcribing Radiology Orders

•Transcribing Lab Orders

•ICD-10 (7 years)

•Financial concepts

•Transcription (10+ years)

•Customer service

•Conflict Solution

•Payroll (10+ years)

•AR Collections

•EOB (10+ years)

•Information Security

•Medical Scheduling (8 years)

•Medical Billing

•Employee Orientation (10+ years)

•Insurance verification (10+ years)

•Calendar Management (10+ years)

•EMR Systems (6 years)

•Insurance Verification

•Authorizations (10+ years)

•Authorizations (10+ years)

•CPT Coding

•Medical Records

•ICD-9

Certifications and Licenses

BLS Certification

November 2023 to November 2025

National CPR Foundation

BLS

Dae:11/2/23

First Aid Certification

Assessments

Customer focus & orientation — Proficient

April 2024

Responding to customer situations with sensitivity Full results: Proficient

Teamwork: Interpersonal skills — Proficient

April 2024

Responding to challenging team situations at work Full results: Proficient

Written communication — Proficient

April 2024

Best practices for writing, including grammar, style, clarity, and brevity

Full results: Proficient

Call center customer service — Proficient

September 2022

Demonstrating customer service skills in a call center setting

Full results: Proficient

Food service: Customer situations — Proficient

April 2024

Identifying and addressing customer needs in a food service setting

Full results: Proficient

Customer focus & orientation — Proficient

July 2022

Responding to customer situations with sensitivity Full results: Proficient

Front desk agent (hotel) — Proficient

April 2024

Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient

Medical receptionist skills — Proficient

July 2022

Managing physician schedules and maintaining accurate patient records Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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