Customer Service Administrative Assistant

Yolanda J.F.Hubbard

*** *.**** ***** **.

Houston,Texas 77067

832-***-****-Cell

Email:**************@***.***

Objective: To obtain an administrative assistant clerical position in healthcare, hospitality and customer service, allowing me the opportunity to utilize my excellent as well as proven patient relations/customer service, strong telecommunication skills, and problem solving, and organizational skills, dependability, resourcefulness, flexibility, coordinate and perform multiple activities, self-motivated, achievement-oriented.

Knowledge and Skills:

Knowledge of managed care industry, including an insurance company's role as a claims payor or a claims administrator and their related utilization review process. Knowledge of indemnity coverage plans and government resources. Ability to predict outcomes based on existing processes and/or checks and balances, the ability to use a personal computer, office software and modem-based query software for verification of insurance benefits and the ability to demonstrate self-initiated work behaviors, good verbal communication skills and excellent customer service skills.

Education and Experience:

Houston Community College

Jesse H. Jones Senior High School

Certification in an Allied Health Field/Business Office Coordinator

Certified Patient Access Specialist, Unit Clerk Coordinator Supervisor

Certified Arriva Collection System, Successfully completed Identify Theft

Successfully completed HIPPA Privacy Process Training Program

CERTIFICATION: State Of Texas Notary Public

Prepaid Legal Representative

EMPLOYMENT:

12/07/2009-03/15/2024-Retired-Christus Health/TLRA Corporate Office

Patient Account Specialist III-Business Office for 43 hospitals

Provides medical collection services for TLRA collection units.Utilizes a strong background as a medical collection specialist to successfully resolve accounts placed with TLRA for collection. This involves performing collection activities related to follow-up and account resolution,and includes communication to patients,clients, reimbursement vendors,and other external entities while adhering to all client,state and federal guidelines. Patient and client satisfaction is essential.Associates in the collection unites are expected to have knowledge of the overall collection work processes for the both active AR and BD inventory.

Provides effective collection services,ensuring the successful recovery of accounts in accordance with client and state guidelines as well as TLRA’s business objectives

Documents and updates patient account information in TLRA’s collection software systems(Citrix,Meditech,Epic) timely and accurately to include appropriate account status.

Handles inbound patient and/or carrier calls promptly and professionally,providing assistance and resolution to account inquiries, issues and request.

Uses collection tools effectively to ensure quality recovery services and meet or exceed established goals and work standards.

Performs research and analysis of account issues and strives to resolve problems timely and accurately.

Ensure daily productivity standards are met.

Promotes positive patient relations by communicating in a manner that demonstrates respect for the human dignity of patients and/or their families.

Performs other special projects as required when assigned.

Document specialists is person who stores,files and retrieves a company's digital and physical documents

using computer,cabinet and database filing systems.create organizational systems for employees to follow to

ensure all documents are accessible and securely located in the right place.There are a wide variety of industries

document specialists work in,including finance,legal and healthcare.

Eligibility/Authorization Specialist provides data entry functions and assists with the agency eligibility

and authorization processes.Ensures accurate and timely entry of all authorizations and benefits for services

and submissions requested.

Job description includes but is not limited to the following:

A. Obtains insurance benefits and authorizations for new and current patients.

B. Verifies insurance benefits on incoming referrals in a timely manner

C. Receives and transmits incoming and outgoing facsimiles and sometimes notarize

D. Report to Reimbursement

01/04/2006-11/23/2009-Foundation Surgical Hospital-Patient Access Coordinator II-Business Office/Physical Therapy Insurance Verification/HBOT-Hyperbaric Verification: Perform described functions: Coordinate Patients Admissions to the hospital for surgery in a dynamic, high-volume patient care environment. Coordinate financial arrangements with patients in order to ensure correct payments and calculate patients cost share other financial issues. Responsible for upfront and quoting the estimated portion at the time of admissions or registration at the time of service. Communicate with patients, and family members, case managements, Doctors, and other referral sources. Scan information in Citrix system and document estimated cost information into the patients account for treatment based upon treatment plans. Communicate with patients/responsible parties concerning billing and financial process. Follow Up with the surgery schedule daily at 04:30am-12:30pm or later if needed. Verify insurance eligibility and benefits for patients, and obtain pre-certifications and authorizations if needed. Knowledge and understand PPO's, HMO’S, POS’s, Medicare, Medicaid other commercial and government payors. Ability to resolve problems and have excellent communication skills, multi-task and maintain a positive attitude, ability to work with difficult people and situations, seeking a positive outcome.

08/15/2002-12/22/2005-HCA Patient Account Services

Patient Access Specialist/Insurance Verification Representative:

Retrieve reservation/notification of scheduled admission from facility, contact physicians office for prior authorization or referrals, calculate patients cost share and be prepared to collect via phone or make payment arrangements, contact patient via phone for missing demographic information/time of appointment, communicates with hospital case managers as necessary for resolution of issues, utilize Meditech account notes and collections systems to cut and paste benefits/pre-authorization information and document key information, utilize Meditech Mox to communication systems to facilitate communication with the 21 hospitals. Verify insurance eligibility and benefits for patients, and obtain pre-certifications and authorizations if needed. Knowledge and understand PPO's, HMO’S, POS's, Medicare, Medicaid other commercial and government payors. Ability to resolve problems and have excellent communication skills, multi-task and maintain a positive attitude, ability to work with difficult people and situations, seeking a positive outcome. Responsible for ensuring that patient are in the correct patient type, and make changes to accommodation the level of care provided. Ability to be familiar with the hospitals contract agreements with third party payers. Responsible for upfront collections and quoting the estimated portion at the time of admissions or registration at the time of service.

02/03/1997-07/13/2002-Memorial Hermann-Corporate-Clinic Affairs, Case Management Resource Call Center, System Utilization Review Representative: Data entry, provided customers with requested information for six memorial hospitals, assist in the collection of data and the production of reports for departmental, physicians, hospital, and corporate statistics, and sending information to the appropriate parties via computer, fax, e-mail, telephonic, and verify research potential clinical denials. Verify research potential clinical denials, assist in making payment plans, Verify insurance eligibility and benefits for patients, and obtain pre-certifications and authorizations if needed. Knowledge and understand PPO's, HMO’S, POS's, Medicare, Medicaid other commercial and government payors. Coordinate financial arrangements with patients in order to ensure correct payments and calculate patients cost share other financial issues. Responsible for upfront and quoting the estimated portion at the time of admissions or registration at the time of service. Communicate with patients, and family members, case managements, Doctors, and other referral sources.

02/01/1982-01/25/1996-The University of Texas/M.D. Anderson Cancer Center

Unit Coordinator II: Data entry, patients admission and discharges, and scheduling appointments and testing, ordering patient supplies, inventory, verification of income and insurance benefits, transcribing physician orders, implemented new filing system, consulting with family members, responsible for daily census of patients for surgery, unit coordinator 1 staffing/activity, liaison between MICU and SICU for the recovery room.

REFERENCES: Professional and Personal References Furnished upon Request

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