Service Representative Eligibility Specialist
Resume:
Katrina A. Williams
**** ******** ***** *******, ******** 501-***-****
*******@*****.***
Healthcare Administration Manager
Relationship Management Quality Control Revenue Cycle Optimization
Leader with a decade of experience in cross-functional team leadership across home and community-based healthcare services. Demonstrated success as Veterans Affairs liaison to promote quality healthcare services in timely fashion. Instrumental in applying knowledge of Medicare, Medicaid, and Managed Care and availability of secondary funding sources to accelerate revenue growth and cash flow management. Recognized by peers and superiors for abilities in staff development and corporate education to elevate skills and competencies of staff while promoting employee engagement. Committed to leading others to achieve standards of excellence in patient care and fiscal stewardship to optimize operations and sustain business development.
Patient Access Management
Home and Community Healthcare
Provider Liaison Communications
Office Administration Leadership
Policy and Procedure Development
Risk Management and Mitigation
Client Needs Assessment
Staff Development and Education
Human Resources Supervision
Revenue Cycle Management
Performance Management
Customer Service Excellence
Patient Experience Management
Legal and Regulatory Compliance
Continuous Quality Improvement
PROFESSIONAL EXPERIENCE
DaVita Dialysis, Little Rock, AR 02/22-Present
Operations management to ensure facility operates smoothly and efficiently
Financial management of budget for Arkansas and Little Rock Acute cost center
Communication to upper leadership and hospital leadership regarding business practices
Attended monthly meetings to discuss facility rankings and patient outcomes, and center issues
Negotiated contracts with hospital partners regarding rates and fees
Arkansas Children’s Hospital, Little Rock, AR 12/2019-03/2021
Access Supervisor Ambulatory Services
Development and supervision of Patient Access Registration Staff i.e. interviewing, hiring, training, and termination
Coordination of business processes in coordination with the administration, nurses, and doctors
Review and assign responsibility to the PAR for schedule, template maximization, and account error correction in advance of the clinic visit
Data management and reporting by completing routine audits and reports according to specific deadlines
Serves on committees and project teams to provide data and perspective on Ambulatory Care Service Operations
TRIWEST HEALTHCARE ALLIANCE, North Little Rock, AR 07/2018 – 12/2019
Patient Service Representative
Liaise with community healthcare providers to streamline continuum of care and expedite services for veterans.
Identify and resolve technical and service delivery errors via cross-functional collaboration to mitigate recurrence.
Ensure compliance with HIPAA, Department of Veterans Affairs (VA), and corporate policy in transactional processes.
TVSC Operations Supervisor, North Little Rock, AR 11/2016-07/2018
Assessed training gaps from observations and audits and implemented team and individualized education programs including performance feedback and counseling to accelerate skills and competencies of team members.
Forged positive relationships with clients, leadership, and providers to coordinate care and promote business growth.
Conferred with escalation team to identify trends in customer complaints to initiate quality improvement projects.
ARKANSAS SUPPORT NETWORK, Springdale, AR 12/2013 – 11/2016
Division Manager
Steered daily supervisory operations and annual budgeting and goal-setting to drive continuous quality improvement.
Directed employee interviews and staff development to promote employee engagement and retention of skilled staff.
Championed patient care via individualized service plans to promote self-sufficiency in home and community settings.
COMMUNITY HEALTH SYSTEMS, Newport, AR 11/2009 – 12/2013
Program Eligibility Specialist
Engaged in home visits and client interviews to identify client needs and eligibility for available program services.
Accelerated revenue growth by 15% by identifying additional funding sources for uninsured and underinsured clients.
Spearheaded training on job practices and procedures to optimize data integrity in eligibility in all team assessments.
Additional Experience as Customer Service Representative / Relief Supervisor with Cingular Wireless, Little Rock, Arkansas
EDUCATION & CREDENTIALS
Master of Business Administration, John Brown University, Siloam Springs, AR, 2020
Bachelor of Science in Business Management, Arkansas State University, Jonesboro, AR, 2013
Leadership Training Certificate, Arkansas State University
Technical Proficiencies: MS Office Suite, HMS Systems, PeopleSoft, Avaya
Business Leadership Seminar, John Brown University
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