Customer Service Insurance Verification
Resume:
N A NCY
B E NNETT
****************@*****.***
Cincinnati, Ohio 45231
PROFESSIONAL SUMMARY
Astute financial management professional well-versed in regulations, best practices and growth strategies of Revenue Cycle Management. Proactive and resilient in the face of diverse financial and business challenges. Dedicated to helping develop business on a sound financial footing. SKILLS
• AR management Long term business planning and
execution
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• Process improvement • Team engagement
• Customer Service oriented • Strong Leadership skills EXPERIENCE
Revenue Cycle Director, TriHealth, Cincinnati, Oct 2019 - Current Works collaboratively with other departments/senior leadership to identify, install and manage revenue performance improvement initiatives
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Providing strategic analysis/assessments for our clients resulting in long term RCM transformational work
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Provide analysis and data driven recommendations to senior management and influence key stakeholders at various organizational levels
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• Vendor management, implementattion, and reconciliation. Excellent knowledge of revenue cycle and other healthcare financial performance metrics
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Working knowledge of Microsoft Word, Excel (including pivot tables), PowerPoint and Outlook
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Ability to foster open communication, team build, and encourage and maintain team morale
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Collaborated with Managed Care to negotiate contracts for optimal facility reimbursement
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Ability to actively participate in budget development and carry responsibility for achievement of budget targets
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Extensive knowledge of the healthcare professional revenue cycle environment, application of strategic AR workflow and a strong understanding of medical billing principles
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Facilitated monthly payer calls to review denials and resolve aged accounts
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Ability to perform and complete projects in a timely manner with minimal supervision in a fast paced environment
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• Extensive knowledge of AR billing systems and reporting
• Ability to influence key stakeholders at various organizational levels
• Accomplishments:
• Lead implementation of organizational payment portal Revenue Cycle Manager, TriHealth, Nov 2018 - Oct 2019, Cincinnati, OH
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• Met budget targets through expense monitoring and cost control. Supported compliance by implementing internal controls and enforcing policies.
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Coordinated effective interdepartmental collaboration through open communication between service lines.
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Collaborated positively with peers and other staff members to maintain friendly, supportive and cooperative work atmosphere.
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Planned and executed strategies to increase business and drive profit growth.
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Delivered exceptional customer service to bolster strong relationships and build positive experiences.
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Regional Operations Manager, Catholic Health Intiatives, Aug 2011 - Oct 2018, Cincinnati, Ohio, United States
Responsible for reviewing and updating customer service guidelines to ensure patient satisfaction goals exceed expectations
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Kept regional workforce ready for business demands through successful recruiting, hiring and training practices.
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Manage daily operations for consolidate departments which includes patient intake, scheduling, insurance verification, medical records, collections, and customer service
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Managed customer experiences with close eye on team interactions, touchpoints and methods of engagement.
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Established clear expectations and objectives for team members and helped each achieve goals.
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Interim Patient Access Director, Health Alliance (UC Health), Aug 2010 - Oct 2011, Cincinnati, Ohio
Extensive expertise in registration, insurance verification, pre-service collections, and customer service
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Managed daily operations in the access unit including pre-registration, insurance verification, pre-service collections, and point of service collections with a staff of 70+ associates
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Continually updated insurance verification policies and procedures that mitigated financial risk as payor requirements changed
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Coordinated with Health Alliance facilities and insurance providers for workable solutions regarding claim denials and appeals
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Used innovative, practical judgment in assessing performance gaps, recommending sensible solutions, and successfully motivating staff to implement change in a highly collaborative manner
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Patient Access Manager, Health Alliance (UC Health), Cincinnati, Ohio Monitor, track, and evaluate staff productivity and performance and provide constructive feedback
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Build trust and collaboration amongst team by enhancing team engagement
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Overseeing department training and individual coaching Implemented and revised annual goals, objectives, and Performance standard
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Patient Financial Service Supervisor, Health Alliance (UC Health), Cincinnati, Ohio
Assisted in resolving customer service issues resulting from insurance underpayments
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Collaborated with Billing, Denials, and Payer Relations Departments to ensure accuracy and timeliness of payments and review denial trends
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Followed-up on and audited accounts requiring insurance resubmission due to incorrect insurance payments and variances
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Developed policy and procedure for payment arrangements Managed collection agency vendor accounts and reconciliation
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Trained, developed, and supervised 30+ associates
Facilitated in the implementation of Artiva Dialer system for self -pay collections department, which resulted in an increase in collections and a decrease in accounts outsourced to agencies
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Initiated a departmental Spirit Committee, which assisted in engaging staff and created a positive work environment.
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EDUCATION
Bachelor degree: Business
American College for the Applied Arts, Atlanta, Ga The Ohio State University
ACCOMPLISHMENTS
• Exceeded cash goals by 10% FY 2022
• Implemented AI project for claim status and medical records request
• Established team and reporting to manage vendor performance
• Managed team to develop No Surprise Act Regulation process
• Implemented and coordinated work from home process during COVID Developed payer plan trending platform, which resulted in decrease and 6 days for claim claim adjudication and reduced no authorization denials by 18%
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• Managed Revenue Cycle Vendor performance and reconciliation monthly Implemented customer service payment portal to improve customer and experience and system reconciliation
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Manage vendors to ensure we are delivering “World Class” customer service
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Monitor Epic reports to manage AR in billing, collections, and denial trends
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• Improved team member engagement from tier 3 to tier 1 in first year
• Exceed AR days goals by 9%
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