Health Care Customer Service

Deborah Dixon

***** ******** ***** ****, ******, Texas 77365 936-***-**** ********@*******.***

Professional Summary

An accomplished and skilled professional with over 25 years of experience in health care management and administration. Experienced in the development, implementation, and management of facility policies and procedures. A strong leader and team player with outstanding interpersonal communication and organizational skills.

Education

A.S. 2012 LONE STAR COLLEGE SYSTEMS

·Major: Healthcare Administration

·Minor: Nursing

BACHELORS 2024-PRESENT UNIVERSITY OF TEXAS AT ARLINGTON ONLINE

·Major: Healthcare Administration

·Minor: Nursing

Skills & Abilities

·Group practice management

·Multi-task Management

·Contract Negotiations

·Policy development and implementation

·Human Resource

·Staff training, motivation, and development

·Problem resolution ability

·Restructuring

·Health care billing

·Team Player

·Exceptional interpersonal skills

·Proficient in EMR-EPIC, NextGen

·Marketing

·Service Quality Improvement

·Microsoft Word, Excel, PowerPoint and Outlook Proficiency

LEADERSHIP

·Daughters of the American Revolution, Secretary 2016-Present, Come and Take It Chapter

·Nursing Class President

·Phi Theta Kappa, Vice President 2011-2012

·Chamber of Commerce Diplomat

·Bear Crawl, Etc. Non-Profit Board Member

Experience

PRACTICE MANAGER MEMORIAL HERMANN 11-14-2022 TO PRESENT

·Supervise and direct the work of 15 employees. Demonstrate knowledge in the eight (8) domains of medical practice management: business operations, financial management, human resource management, information management, organizational governance, patient care systems, risk management and quality management. Strong direct performance management, tact and financial acumen preferred. Basic knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations. Demonstrate a strong commitment to patient, provider, and employee satisfaction. Promote the treatment of patients through efficient scheduling, clinical care and flow, collections processes, and outstanding customer service. Assists with planning, development, and direction of capital expenditures, business objectives, departmental goals, and special projects. Leads in the preparation of departmental compliance with regulatory requirements. Assigns work and manages the activities of practice personnel. Train, monitor, and evaluate staff as necessary. Understands the fundamental importance of customer service and develops processes and culture that support excellent customer service, the adherence to regulatory standards and the achievement of business objectives. Supports the instruction of educational programs that promote staff competency. Monitors quality improvement efforts and makes recommendations for change as necessary. Ensures safe care to patients, staff, and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity, and quality of service. Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff. Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

PRACTICE MANAGER RSDS 04-13-2020 TO 11-11-2022

·Supervising and directing the work of 45 employees, Independent performance review of all support staff, Termination of non-physician staff, Recruiting, selecting, and training of non-physician staff, Participate in perpetuating and ensuring practice growth, Identified, recommended, and implemented practice needs: staffing, services, equipment and facilities, Physician/management meetings: established agenda in consultation with physicians; prepared data for meetings; contributed to decision-making, Responsible for executing projects/changes as directed by the physicians at management meetings, Interpret management reports/explained non-normal reports to physicians, Revenue Cycle Management, Ensured that reports to government agencies were on time/liaison with accountant and attorney, Practice marketing with patients, referring practices, with local businesses, and industry, Supply Chain Management, Contract Negotiations, Networking, Credentialing, Coding, Managed practice within budgetary guidelines, Responsible and accountable for billing and collection activities, Maintain overhead and collection percentages within (best practice) industry standards, Process all third party primary and secondary insurance claims for professional services, Perform collections and account follow-up on all outstanding balances, Responsible for facilities and premises management, Investigated new equipment and facility needs, Attend managerial-level and other continuing education programs, Process all claim appeals, Process all Referrals, Process all Prior Authorizations, Review and submit all accounting records for payment, Knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations, Coordinate coverage for the all three locations.

PRACTICE MANAGER WGA 05-29-19 TO 04-10-20

·Supervising and directing the work of employees, Independent performance review of all support staff, Termination of non-physician staff, Recruiting, selecting, and training non-physician staff, Participate in perpetuating and ensuring practice growth, Identified, recommended, and implemented practice needs: staffing, services, equipment and facilities, Physician/management meetings: established agenda in consultation with physicians; prepared data for meeting; contributed to decision-making, Responsible for executing projects/changes as directed by the physicians at management meetings, Interpret management reports/explained non-normal reports to physicians, Revenue Cycle Management, Ensured that reports to government agencies were on time/liaison with accountant and attorney, Practice marketing with patients, referring practices, with local businesses, and industry, Supply Chain Management, Contract Negotiations, Networking, Credentialing, Coding, Networking to find out what other practices are doing re: state-of-the-art procedures (BioTE-Hormone Replacement, Cosmetic and Therapeutic Botox), Managed practice within budgetary guidelines, Responsible and accountable for billing and collection activities, Maintain overhead and collection percentages within (best practice) industry standards, Process all third party primary and secondary insurance claims for professional services, Perform collections and account follow-up on all outstanding balances, Responsible for facilities and premises management, Investigated new equipment and facility needs, Attend managerial-level and other continuing education programs, Process all claim appeals, Process all Referrals, Process all Prior Authorizations, Review and submit all accounting records for payment, Knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations, Coordinate coverage for the office, and fill in for clinical staff when necessary as a medical assistant.

PRACTICE OPERATIONS MANAGER KSWC 03-30-18 TO 05-28-19

·Supervising and directing the work of employees, Independent performance review of all support staff, Termination of non-physician staff, Recruiting, selecting, and training non-physician staff, Participate in perpetuating and ensuring practice growth, Identified, recommended, and implemented practice needs: staffing, services, equipment and facilities, Physician/management meetings: established agenda in consultation with physicians; prepared data for meeting; contributed to decision-making, Responsible for executing projects/changes as directed by the physicians at management meetings, Interpret management reports/explained non-normal reports to physicians, Revenue Cycle Management, Ensured that reports to government agencies were on time/liaison with accountant and attorney, Practice marketing with patients, referring practices, with local businesses, and industry, Supply Chain Management, Contract Negotiations, Networking, Credentialing, Coding, Managed practice within budgetary guidelines, Responsible and accountable for billing and collection activities, Maintain overhead and collection percentages within (best practice) industry standards, Process all third party primary and secondary insurance claims for professional services, Perform collections and account follow-up on all outstanding balances, Responsible for facilities and premises management, Investigated new equipment and facility needs, Attend managerial-level and other continuing education programs, Process all claim appeals, Process all Referrals, Process all Prior Authorizations, Review and submit all accounting records for payment, Knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations, Coordinate coverage for the office, and fill in for clinical staff when necessary as a medical assistant.

PRACTICE OPERATIONS MANAGER EAST TEXAS CLINICAL SERVICES 06-24-2012 TO 03-06-2018

·Supervise and direct the work of 19 employees, Independent performance review of all support staff, Termination of non-physician staff, Recruiting, selecting, and training non-physician staff, Participate in perpetuating and ensuring practice growth, Identified, recommended, and implemented practice needs: staffing, services, equipment and facilities for the following departments: Surgery Center, Radiology, Cardiology, Otolaryngology, Neurology, Orthopedics, and Pulmonologists, Physician/management meetings: established agenda in consultation with physicians; prepared data for meeting; contributed to decision-making, Responsible for executing projects/changes as directed by the physicians at management meetings, Interpreted management reports/explained non-normal reports to physicians, Revenue Cycle Management, Ensured that reports to government agencies were on time/liaison with accountant and attorney, Practice marketing with patients, referring practices, with local businesses, and industry, Supply Chain Management, Contract Negotiations, Credentialing, Coding, Networking to find out what other practices are doing re: state-of-the-art procedures (BioTE-Hormone Replacement, Cosmetic and Therapeutic Botox), Managed practice within budgetary guidelines, Responsible and accountable for billing and collection activities, Maintained overhead and collection percentages within (best practice) industry standards, Process all third party primary and secondary insurance claims for professional services, Perform collections and account follow-up on all outstanding balances, Responsible for facilities and premises management, Investigated new equipment and facility needs, Attend managerial-level and other continuing education programs, Process all claim appeals, Process all Referrals, Process all Prior Authorizations, Review and submit all accounting records for payment, Knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations, Coordinate coverage for the office, Process all Flight Aviation Medical Certificates and fill in for clinical staff when necessary as a medical assistant.

FULL TIME STUDENT LONE STAR COLLEGE SYSTEMS 01-11- 2011 TO 05-06-2012

· Completed my Associate of Science degree in one and a half years, graduating Magna Cum Laude.

OFFICE MANAGER/MEDICAL SECRETARY DR. SCOTT DEWITZ 11-11-2010 TO 01-11-2011

· Worked PRN temporarily setting up his office. Responsible for answering the phone, triaging patients, scheduling appointments, scheduling diagnostic tests, processed Referrals and Prior Authorizations, chart preparation for the next day, Confirm appointments, Enter lab orders electronically, Enter prescriptions electronically, Provide quality customer service, Knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations, Credentialing, Coding, Perform distribution and replenishment as well as inventory of supplies, Billing, Claim Appeals, and Insurance Verification.

PRIMARY CARE/MULTI SPECIALTY/RADIOLOGY FINANCIAL COUNSELOR SADLER CLINIC 07-21-2004 TO 11-11-2010

· Supervised all pods at my location of the building which included approximately 15-20 staff members, Verified Insurance Benefits, Worked with health insurance providers to determine coverage and benefit limits, Processed all Prior Authorizations for radiology studies, Advised patients of procedure costs and alternative sources of funding, Arranged for referrals or second opinions, Worked out payment plans with patients, Identified, recommended, and implemented practice needs: staffing, services, equipment and facilities, Physician/management meetings: established agenda in consultation with physicians; prepared data for meeting; contributed to decision-making, Credentialing, Coding, Responsible for executing projects/changes as directed by the physicians at management meetings, Interpreted management reports/explained non-normal reports to physicians, Knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations, Participated on various committees which were nominated by Human Resources, Created spreadsheets for ease of account maintenance that were used clinic wide, and Provided quality customer service.

SENIOR TELLER/BRANCH SUPERVISOR REGIONS BANK 06-02-2003 TO 07-01-2004

·Responsible for maintaining and balancing a cash drawer, responsible for balancing main cash vault, responsible for balancing and maintaining drive-thru vault, solely responsible for night drops and balancing and replenishing the ATM machines, supervised 12 tellers, Teller Over &

Shorts, GL Reconciliation, open new accounts, scheduling, collections, process loan applications,

and providing quality customer service. I also served as a Coach in training new employees.

SELF EMPLOYED COUNTRY ANGELS 01-01-1995 TO 05-31-2003

·Residential and New Construction Cleaning. I owned and operated this business. I was responsible for all Accounts Payable, Accounts Receivable, Collections, Marketing, and Payroll. Supervised and maintained a staff of five two-man teams.

MEDICAID/MEDICARE/SNF BILLER AND CODER TOMBALL REGIONAL HOSPITAL 04-28-1989 TO 12-30-1994

·I originally started with the Hospital as a Secretary in the Construction Department, then progressed to the Business Office. As the Construction Secretary, I assisted with a variety of positions including setting up, scheduling, and training for the Texas Sports Medicine Center, Out Patient Physical Therapy, and the Surgery Center daily Operations prior to opening for business. In the Business Office position, I was responsible for claims submissions for all Medicare Part B, Medicaid, Skilled Nursing Facility and enteral feedings. Processed and followed up on all third party primary and secondary insurance claims for professional services, Attended coding seminars to keep abreast of current updates, Performed collections and account follow-up on all outstanding balances, Knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations. Also, I processed all receivables for these payers.

Reference Letters Available Upon Request

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