Manager Front Office
Resume:
MIKIA S.HOWARD
Antioch, TN *****
*****.********@*****.***
PROFESSIONAL PROFILE
Quality –focused, detailed oriented, demonstrating a track record of providing solutions for high-priority business goals and strategic senior management decisions. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities. Experience with Microsoft applications (Outlook, Word, Excel and PowerPoint), various applications such as Cerner, Nextgen, Lotus Notes, Patient Portal and FormFast.
EXPERIENCE
April 2019—-January 2020
Provisions Health Care Group-Greenway Implementation Consultant/ Training Manager, Intergy conversion from PrimeSuite and SuccessEHS, via Citrix or RDP connections
Provides classroom, one-on-one and roaming support for trainers.
Trains clients onsite and remotely when need.
Updates and refines training program components based on trainer’s needs.
Assists managers in establishing educational goals and plans regarding clinical applications.
Identifies learning risks to the project and mitigation strategies.
Ensures the integration of learning events and milestones into the overall project timeline
Maintains an awareness of learning resource constraints that affect end-user training and escalates appropriate issues to the Training Manager and Program Manager.
Responsible for the printing and distribution of learning materials for training events
Responsible for on-going learning support of end users
Works with Implementation Coordinators/ Trainers to share best practices and knowledge transfer.
Work with Implementation Coordinators/ Trainers to develop a post implementation training program that includes the maintenance of training materials. October 2018-April 2019
Internal Medicine and Pediatrics, Brentwood TN, Referral Specialist
Referral specialist for five providers and nine Nurse Practitioners.
Ensures patients have been cleared for specialty service office visits
Resolves pre-certification, registration and case related concerned prior to a patients appointment
Gathers pertinent information from insurance carriers
Acts as a liaison between hospitals, physician’s health plans and patients or other referral sources
Enters referrals and documents communications and other data into the PREFERRAL System
Creating referrals in the Preferral database for different specialties
Calling and scheduling referrals for all STAT referrals
Helping build new DX codes in the APRIMA system
Faxing and Calling Insurance companies to get Prior Authorizations and Referral approvals February 2011- May 2018
Steward Health Care (Formerly) IASIS Healthcare, Franklin, TN, Ambulatory Application Support Manager
Working directly with Practice Plus, NextGen, Cerner and Formfast, team supporting applications.
FORMFAST/Cerner: Manage the Formfast Project to ensure forms are ready on time and in scope.
Complete quality assurance processes to ensure the forms are formatted correctly and include the right information.
Design/Build standardized legal forms for both acute and Ambulatory forms for preparations of the Cerner Implementation.
Coordinate Facility IS leaders, application vendors and consultants to ensure appropriate resources for Go-Lives.
Lead for meetings with clinical managers as needed, management teams and users to optimize the use of current applications, monitor the level of application usage, and respond to escalated service call needs.
Created meeting agendas, actions item plans and status updates for Formfast/Cerner project
An objective of this position is to facilitate the resolution of issues within IASIS in a timely manner. Lead issue resolution for multiple markets.
SCT/Train all end users before and after Go-Lives
Covered 12 Hour Go-Live periods to ensure appropriate transition.
NEXTGEN: Coordinate with local I/S leaders to apply other I/S technical resources to support problems. This will include prioritization of work efforts, between facilities, applications, vendors, and consultants.
Develop good working relationships with each local facility, regional, divisional and departmental directors and I/S director.
Document application issues and resolutions timeframes by vendor and application to provide feedback to the Director of Physician Information Services on vendor and application performance via weekly status reports.
Coordinating any customer service recovery steps required when system downtime occurs. A key measurement of the effectiveness of this area is the time required to recover to standard operating levels.
Providing support to the Regional Project Managers for IASIS facilities in their assigned region in relation to managing the implementation, education, upgrades and post implementation support for clinical applications
Travel to other Iasis regions as requested to share solutions and assist with projects (Build and Train). October 2009- February 2011
Saint Thomas Physician Services, Nextgen EPM Implementation Specialist, Supervisor
Research practice process and develop protocols to implement EMP system effectively and efficiently.
Act as project lead for various internal and external teams focused on EMP implementation or on-going process improvement related to EMP and the physician practices.
Develop and create training manual for implementation of EPM system for all practices included in the MSO
Develop, create and deliver training presentation for staff and all end users. Assessment of adequate staff training prior to implementation
On-going coordination and support of the go-live at assignments for practice sites
Develop other EMP documentation as needed
Coordinate with department managers to provide EMP/EMR training to new employees and provide on-going EMP/EMR training regarding any changes system upgrades or new developments for the practice
Evaluate the effectiveness of training programs and provide feedback for improvement opportunities and needed. Prepare and present status reports relating to the training process as needed Act as liaison/lead to collaborate with various vendors, external customers and suppliers to set and meet service expectations
September 2006-October 2009
Centennial Pediatrics, EPM Support Specialist/ Sr. IT Support Analyst
Assisting IT Director with set up of New Employees in the Practice; setting up profiles, email accounts, workstations including both THIN and FAT clients, etc.
One of three Core Group members responsible for implementation and support of NextGen applications for the largest Pediatric Practice in Tennessee.
Setting up and maintaining forms, templates and tables in NextGen.
Responsible for setting up and maintaining File Maintenance; updating Payer contracts, Physicians Licensing, etc.
Cross trained in all aspects of Pediatric Billing; including charge and payment posting, refunds, recoupment’s, unapplied payments etc.
Responsible for handling all Help Desk calls related to NextGen and all applications within the practice.
Training end users prior to go live and supporting live users in office and out in the field.
Administrator for the NextGen and Intergy ™ Applications.
*Previous positions held; Front office Supervisor and New Patient Coordinator*
*Previous Duties included but not limited to*
Provide administrative support to office manager, ordering office supplies.
Assisting with front office supervision when supervisor is out, closing one night a week, balancing end of the day and making sure all encounters are checked out for billing processing.
Knowledge of Medicare/ BCBS/ TNCARE/ and Commercial Work Comp Insurance Verifications.
Assures compliance with self-pay and bad debt policies and that appropriate follow-up is performed.
Review collection reports to ascertain status of collection and balances outstanding and to evaluate effectiveness of current collection policies and procedures.
Reviewing patient accounts and issuing refund for any overpaid claims.
Setting up payment agreements for all self-pay patient accounts.
Strong verbal communication and telephone skills, ability to communicate with diverse personalities.
Detailed- oriented, comfortable performing multiple research tasks. EDUCATION and Qualifications
2003-2003 National College of Business and Technology. Candidate for Medical Billing and Coding Diploma.
1998- 1998 G.E.D Columbia State Community College, Franklin TN Special Qualifications and Skills in the following: Microsoft Office 1998, 2003 and 2007
Excel and Power Point Presentations
Windows Vista
Microsoft Outlook
Lotus Notes
NextGen Certified Professional EPM and SCT
References available upon request
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