Customer Service Office Administrator
Resume:
Danielle Biller
Cell 443-***-**** ********.************@*****.***
Self-driven, experienced Senior Practice Administrator with 20 years’ experience in a high functioning medical office and hospital setting. Enthusiastic, organized leader with a strong background in professional staff development and team building.
SKILLS
● Highly Organized Office Administrator
● Customer Service Excellence
● LEAD Academy Graduate
● Outpatient JCAHO task force
● HIPAA Education Workgroup
● Physician Credentialing
● Medical Coding/Billing
● EMR experience using Athena,
Nextgen, Epic
● Program Manager for Breastfeeding
Initiative
● Telehealth Medicine
● Staff Wellbeing Project Winner
● MY Chart, Patient Portal Pilot Program
● S.C.O.P.E: Safety Certification
● Practice Transformation Coach
● Record Keeping/Payroll with People
Fluent, Compass and ADP
● Staff Recruiting/Hiring/Terminations
● Community Service Projects
● Procurement using PeopleSoft
EXPERIENCE
December 2018-Present
Senior Practice Administrator; Capital Women’s Care, Silver Spring/Rockville, MD.
● Strong business and financial acumen, managing 1.6-million-dollar monthly revenue.
● Interview, hire and train new staff in accordance with HR guidelines. Ensure background screenings and drug testing is completed before hiring using Edge, and I 9 verifications.
● Manage daily staffing to ensure optimal operations of 3 busy OB GYN practices, with 10 providers and 30 support staff.
● Regularly review productivity and adjust staffing as needed.
● Monitor and approve leave requests, payroll, FMLA and short-term disability for employees and physicians.
● Renew CLIA lab licenses, CPR certifications, OSHA and HIPAA compliance training, physician CDS, DEA, professional licenses, and any other requirements for OB/GYN medicine.
● Create policies and procedures for staff to track vaccinations, IUDs, implantable contraceptive devices and other injectables including in-office procedures for proper billing.
● Conduct regular staff meetings, annual performance evaluations, provider group meetings and schedule necessary training for new devices and regulations.
● Create and review budgets, profit and loss statements and strategic growth plans, including marketing.
● Track insurance and patient payments and balance accounting for accuracy.
● Project upcoming revenue changes based on expected OB deliveries, and surgical consults.
● Create practice call-schedules for physician’s coverage at Holy Cross Hospital.
● Review monthly billing charges, review avoidable adjustments, analyze insurance appeals, and conduct random audits of E.H.R. documentation for proper billing and charting accuracy. 2
August 2014-November 2018
Practice Manager for Women’s Center for Pelvic Health, Bay Area Midwifery and Interim Manager for Surgical Specialist/Bariatric Program at Anne Arundel Medical Center, Annapolis, MD.
● Lead in the development of an annual operating budget for each practice by forecasting Capital Budget requests, annual operating budget margins with review of overall expenditures.
● Developed standard operating procedures for regulated and non-regulated spaces for all clinical based procedures.
● Created S.O.P.’s for all non-clinical duties including surgical scheduling, front desk, appointment scheduling, patient tracking, billing, documentation, and end of day procedures.
● Maintained appropriate documents and licenses required for compliance.
● Reviewed employee weekly schedules including clocking in and out, vacation request, FMLA time off, and CLB levels in People Fluent.
● Processed all medication supplies and office supply orders with payment processing through PeopleSoft.
● Reviewed financial and billing information with providers on a regular basis or accuracy using Epic and Athena. Created various monthly run charts based on KPI’s.
● Developed various analytical reports.
● Created schedule templates to ensure profitability based on volume.
● Assisted in quality enhancement programs and A3/Lean projects / 90-day quality improvement projects.
● Entered daily office and surgical billing for 14 ensuring encounter documentation was completed and coding was correct.
● Participated in Joint Commission sweep rounds in various hospital departments.
● Hired and training development created for all new staff yearly reviews.
● Lead monthly staff and provider meetings with Director, Marketing, Foundation and Chairman June 2012 – August 2014
Clinical Manager; Mid Atlantic Urology Associates, LLC. Greenbelt, Md 20770
● Maintained daily operations of a 12-physician urology practice with over 50 employees spread out over 8 office locations.
● Conducted monthly meetings with staff members and team leaders to improve patient communications and care.
● Supervised all staff including satellite offices ensuring training and coaching of department personnel.
● Communicated with physicians, hospitals, insurance companies, and family members to meet all patient care needs.
● Prepared various reports for quality control, billing accountability and electronic health. record reporting.
● Immediately addressed and resolved patient problems.
● Maintained front office operations with company objectives, streamlined the flow and enhanced patient services.
● Purchased all drugs and medical supplies for the practice.
● Maintained CLIA certificates and OSHA guidelines for operating a state licensed clinical lab using the i1000 Abbott machine.
● Created templated physicians’ schedules including 8 satellite offices and two surgery centers, using Nextgen and Athena.
● Reviewed medical records for coding accuracy before billing out office and surgical claims while adding proper modifiers based reflective to the scenario.
● Developed a self-pay fee schedule with prepayment plans for all Self Pay patients.
● Submitted reports to collection agency for delinquent patient payments.
● Developed workflow for new 10,000 sq. ft office, creating policies and procedures for staff and physicians.
3
June 2007 – June 2012
Office Manager/Billing Specialist/Surgical Scheduling Murdock Urology Associates, LLC. Greenbelt, Md 20770
● Helped open solo practice for previous partner of Urology group.
● Physician credentialing and contract negotiation with insurance companies, hospitals, and surgery centers.
● Scheduled all surgical procedures for two Urologists, verifying all insurance benefits, obtaining authorizations, performing predetermination of benefits for "special procedures" for medical necessity.
● Front desk receptionist, medical assisting when needed and answered phones to schedule appointments and triage problem calls.
● Medical coding and billing, claims follow up and appeals if necessary.
● Collected patient co-pays, account balances and posted payments.
● Completed weekly, monthly, and quarterly reports for physician meetings.
● Maintained physician licenses, DEA, CDS, and board certifications.
● Patient-physician liaison for all billing, surgery, and medical questions, was the main point of contact for all problem solving.
July 1999 – June 2007
Surgical Scheduling/Medical Billing representative for Dr.’s Werner, Murdock and Francis/ Private Urology Medical Group in Greenbelt, MD 20770
● Scheduled all surgical procedures for three Urologists, verifying all insurance benefits, obtaining authorizations, performing predetermination of benefits for "special procedures" for medical necessity.
● Medical coding and billing, claim follow up, pre-authorizations and appeals if necessary.
● Collected patient co-pays and outstanding balances.
● Medical collection calls for high patient balances due to deductibles and coinsurances.
● Created payment plans for outstanding balances and elective non-covered surgeries.
● Physician credentialing with insurance companies, hospitals, and surgery centers.
● Rotated time learning as a medical assistant, front desk representative and call center staff when needed.
April 1995- July 1999
Surgical Posting/Operating Room Front Desk Cheverly, Md 20785
● Posted all surgical cases for the Operating Room, Trauma Center, Cath lab and OB cases.
● Contacted surgical representatives for all orthopedic cases, and other specialty cases requiring equipment.
Education 2019
Eastern Gateway Community College, Steubenville, Ohio
● Associate in business administration, Eastern Gateway Community college GPA 4.0 Interests and Activities:
● Participated yearly with the United Way Campaign
● Became co-chairmen of annual cancer awareness walk.
● Assisted homeless residents at the Annapolis Lighthouse Shelter through volunteering cooking meals or gathering professional donated attire for residents to use during job interviews.
● Volunteered at the Chrysalis House for incarcerated women, often drug addicted mothers regain sobriety while living with their children in this group home.
● Participated in the Employee Giving Champion, and Local Family Christmas Giving Project
● I enjoy scuba-diving, ATV’s, fishing, boating, target shooting and being outdoors.
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