Medical Records Customer Service

Delores Speights

Charleston, SC LinkedIn 843-***-**** *********.**@*****.***

LEADERSHIP EXPERIENCE

Medical University of South Carolina Mt. Pleasant, SC Practice Manager September 2018 – April 2022

● Generated reports utilizing Tableau to conduct month end trend analysis for estimations, financial statistics, ACO measures, and open charts.

● Collaborated with senior management on multiple functions including monitoring and updating human resource policies, patient registration, patient flow, weekly staffing schedule, developing policies, OSHA compliance, medical records process, ACO measures, budget, and marketing.

● Utilized data results to provide quality service to 100+ patients to improve quality office performance from Tier 3 service to Tier 1 within the first year of hire.

● Evaluated 10+ employees assessing strengths and overall skills to improve productivity for tasks as assigned by management team and providers.

● Spearhead daily and monthly meetings to share continuous updates with office staff and management team. ATLANTIC COAST PHYSICAL MEDICINE, LLC Charleston, SC Front Office Manager July 2017-October 2017

● Evaluated the office team to ensure compliance and optimal day to day operations.

● Maintained and built relationships with patients and staff to provide exceptional customer service and build efficient systems in areas such as registration, patient flow, and financial coverage.

● Reviewed applicants with Head Physician to identify highest qualified candidates to ensure increased office staff performance and develop interviewing practices. WORK EXPERIENCE

Palmetto Digestive Health Specialists Charleston, SC Patient Financial Representative/Precert Specialist August 2022-Present

● Collaborate with insurance companies to pre-certify procedures as ordered by the physician to include providing clinical information and submitting medical records as needed.

● Provide financial guidance to patients/families, staff, insurance providers, physicians, and/or physician office staff to include explanations of insurance benefits, financial assistance, and self-pay billing.

● Ensure all services have prior authorizations and update patients on their preauthorization status.

● Coordinate peer to peer review as required by insurance. Medical University of South Carolina Charleston, SC Lab Coordinator June 2016-July 2017

● Partner with professionals in various offices and organizations to ensure medical laboratory efficiency and strategic workflow.

● Coordinated and maintained orders in IOS/ENVI system to ensure deliveries in accordance to inventory needs and timelines through consistent survey collections.

● Utilize Kronos platform to monitor staff leave requests and verify prior approval with the Lab Director.

● Evaluate employees annually to ensure improvement in targeted areas of growth in accordance to goals set. Medical University of South Carolina Charleston, SC Administrative Specialist, Medical Office Assistant and Scheduler June 2007-June 2016

● Analyzed and maintained daily front office operations on multiple functions such as customer service, financial services, and maintenance.

● Partner with Laboratory Director to develop manuals to maintain records of policies and procedures as well as staff compliance.

● Generate reports to ensure communication with patients to ensure payment of outstanding balances.

● Analyzed vouchers to reconcile any discrepancies within invoices from vendors such pricing, backorders, as well as missing orders to improve office productivity and efficiency. EDUCATION

Voorhees College Denmark, SC

BS in Business Administration, Management Graduation Date: December 2009 Strayer University Charleston, SC

MBA in Health Services Administration Graduation Date: June 2013 SKILLS, ORGANIZATIONS, & INTERESTS

Skills: Microsoft Office (Excel, PowerPoint) Basic Life Support Tableau Kronos IOS ENVI Interests: Management, Training, Healthcare Administration Organization: Zeta Phi Beta, Grammateus

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