Fmla, Csr,Pas,Pfs, Admitting, Hospital Billing

Cohleen Dimick

Absence Management/FMLA Specialist/Patient Access/Admitting &

Registration/Customer Service Representative with over 17 years of experience.

Open to accepting offers of employment effective 02/01/2025 Cell Phone: 727-***-****

Email: **************@*****.***

Location Tampa Area, Florida

Cohleen E. Dimick

Summary:

Experienced Healthcare Customer Service and Billing Specialist with over 17 years combined in Registration, Admitting, Finanicials, Absence Management for FMLA, STD and ADA policies as well as Department of Education FAST testing administration.

. Excellent reputation for resolving problems,improving customer satisfaction, service recovery, and driving overall operational improvements. Consistently saved costs while increasing profit and patient intake maintaining a less than 2% error rate on financial accounts and consistently maintained 100% call audits with zero customer complaints.

Education:

-Cannabis Science and Operations Certification, Healthcare, Management, Retail Operations, Dispensary Education, expected graduation date spring 2023

-Pharmacy Technician Certification, Healthcare Medicine, Stratford Career Institute - St. Albans, Vermont :

● 4.0 GPA

-Neurodiagnostic Certification Program END, Registration of Electroencephalographic & Evoked Potential Technologists (ABRET), Laboure College - Boston, Massachusetts

● Attended 11/2018 - 02/2019

● Relevant Classwork includes: Encephalography procedure, Interpretation of EEG’s Professional Certification:

● Pharmacy Technician

● Baycare Emergency Room Family and Disability Medicaid CaseWorker

● Baycare Emergency Room Financial Assistant Specialist

● CAC Counselor for ACA

● NAPPI - Non-Aggressive Patient Protection and Intervention

● SMILE System Certification

● DISC Certification

● AIDET Certification

● Beacon/Cerner Super User

● Transunion Revenue Management Agent

● Emergency Management-Disaster Drills-CCRT

● Covid Screening(Precautions and Preventions)

● Medical Terminology

● Deaf Hard of Hearing Liasion Pinellas County

● FMLA Leave / Absence Management for DOL

-Successful Course Completion in following subjects:

●Drug, Alcohol and substance abuse recognition and reporting

● Time management

● Conflict resolution

● Workplace violence

● Code Silver/Active Shooter

● Medical Terminology

● SHH (Silent hospitals help healing

● ICD-10 Coding

● Medicare Provider

● PSI Patient Secure Identity

● Financial Counselor

● Baycare Registration PAS and PFS I-II

● Admitting/Registration Coordinator

-Annual training and testing in following:

● HIPPA (all areas of compliance)

● CMS National Center for Medicare and Medicaid Compliance, Billing, Waste,Fraud and Abuse Prevention-IMM/MAOB

● Risk Management

● Corporate Responsibility

● Infection Prevention

● Patient Identification- as well as:John/Jane Doe Registration & Organ Donor Registration.

● Policy and Procedures for Hospital and Ambulatory Service Sites

● Code Gray, Pink, brown, yellow, green identification and response.

● PRISM Reporting

● Guardian of Excellence Award Recipient 2018.

Experience and Proficiency in/with following systems

● EMR

● Beacon

● Cerner-Powerchart, Revenue Cycle

● Siemens EDM and Content 360

● Soarian Financials-Appointment Management,Patient Accounting,Worklist and Reporting functions.

● ERS( Enterprise Registration System) Revenue Cycle, Scheduling,

● OAS GOLD

● Invision-Including PTIQ/Patient accounting.

● HDX & HDX Express(Health Data Exchange)

● Availity

● TSI

● EPRO

● Transunion Revenue Management System

● US Bank

● Chesapeake Cash log

● DCF Bill Tracking

● FLMMIS

● EMTRAK

● Imagecast/RIS/IDX

● Tavoca

● Trace

● Right Fax

● Pixcert

● Pinellas County CHEDAS system

● PowerApp

● Atrezzo

● LeaveSource

● Unity Phone Systems

● UC-One

● Teams

● Remote Office through Teams

● Genesys

Experience:

Most recent listed first

-FMLA Customer Service Representative/ Absence Management at Compysch 07/2024- 09/2024

-Field Data Collection and testing administration for Westat/ NAEP 12/2023 - 03/2024

-Substitute Teacher K-8 Plato Academy 08/2023- current ( contract PRN)

-Substitute TA / Certified assistant for Pasco county schools 08/2022 - current ( contract PRN)

--Customer Service Representative/ Absence Management. Keystone Peer Review (Kepro) 10/2021 - 08/ 2022

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All roles following were all during employment with Baycare Health Systems from 2008 to 2021.

-Patient Access Service Representative -Ambulatory at Baycare Health Systems

-Hospital Admitting & Registration Coordinator at Baycare

-Certified Application Counselor for ACA Marketplace

--Financial Assistance Specialist- Emergency Room

--DCF Medically Needy Share of Cost Patient Advocate.

--ESCAN Project Lead for Medically Needy / Urgent Bill Tracking

--Hospital/Er Registrar I-III

--Managed Care Representative for Outreach Laboratory Employment History and responsibilities:

2021-2022- Kepro (Keystone Peer Review)

Customer Service Representative/ Absence Management Accepted inbound calls from employees of Norfolk Southern, Conrail and Canadian Pacific Railroad for determination of eligibility of FMLA leaves for employees per Department of Labor guidelines. Placed outbound calls to employees, Employer staff members to coordinate absence reporting to ensure no train operations were interrupted or delayed.

Zero customer complaints for 2021-2022 year.

Implemented time saving training material for department staff increasing call volumes and reducing clerical errors

︎ ︎ ︎ The following Employers are all now part of one umbrella corporation under Baycare Health Systems. The employer sections are different sites and or locations and were entities of Baycare Health Systems at the time of employment listed with their own tax identification numbers.

2015-2021 - Mease Outpatient Imaging Center

Patient Access Service Rep III

-Implemented 2 Successful System Go-Lives of Main Patient Financial Systems: Spearheaded the launch of Soarian Financials and Soarian Scheduling providing on site support and training for the center.

ERS Go Live- On site support and registration backup. Documented and logged errors/bugs, submitting system enhancement requests. Developed workflow for registration and authorization departments. Created training materials for team member education and daily use.

*Press Ganey Customer Satisfaction Positive rating above 98% for 12 months: 2018 2017,2016,2014 In addition to Guardianof ExcellenceAward 2018*

Worked back Office registration, completing revisions of accounts. Locating/ identifying health insurance coverage indicating eligibility, entering authorization status. Scanning documentation of Auth requirements. Located prescription order for exam via computer fax System, ensured signature/ electronically stamped, ordering physician matched System information and sent new request if necessary. Scanned document into electronic data system/EMR. Cross referenced script with diagnosis to ensure claim payment. Checked for Medicare coding standards.. Generated estimates based on benefit information located in insurance eligibility response or payer websites, notified patients collecting patient responsibilities as necessary. Handled and balanced cash logs daily,provided deposit to bank courier. Front Desk check in of scheduled, future and walk in patients. Center had an average daily volume of over 320 patients a day. 2012-2014 - St Joseph's Hospital

-Coordinator of Main Admitting, Children's Day Hospital and Cancer Center. Responsible for day to day functions of running department proficiently in absence of manager. Including staffing, assisting team members with questions, quality control of all accounts daily. Balancing safe and maintaining cash log, prepare deposit for brinks pickup. Log and maintain all patient valuables. Worked hands on registering patients escorting them to their rooms and surgical waiting areas. Coached and counseled team members as necessary. Developed Cash collections models for team members to increase collections for company. Assisted in developing Team Map. Participated in planning and execution of all Disaster Drills certified member of Community Critical Response Unit. Developed plan of action and support for System Go Live.

2010-2014- Mease Dunedin Hospital

Emergency room Financial Assistance Specialist

CAC

Disability and Family Medicaid caseworker representative. 2009- 2010 -Central Business Office

Medical Assistance Representative

-Lead for Medically Needy Share of Cost patients bill tracking and Activation of Medicaid Benefits. Worked in tandem with DCF caseworkers to enable patients to receive follow up care/prescription medications.

- ESCAN Special Project Lead. Finding Medicaid on patients previously listed as uninsured via report sent from vendor. Gave ability to gain revenue from accounts that were labeled null or collections increasing the company's AR and reducing bad debt.

-Charity Application Reviewer

Reviewed received applications to determine if patients were eligible for any type of assistance with their bills, either thru AHCA using federal poverty guidelines or the Hospitals in house program. Would help patients complete applications over the phone, lots of customer service to assist patients with all their questions, Physicians bill options as Hospital Charity doesn't apply to the Dr bills. Wrote offical Charity Approval Letters for patients to send to other providers and or collection agencies. Increased Medicaid DRG and/or allowable rates by applying and getting more people approved for assistance as per agreement with ACHA. Increased charitable donation write off for Company as a result. 2009-2008 Simultaneously worked Central Business Office Outreach lab billing and Mease Dunedin Er

Admitting Representative as a Float Team Registrar . Outreach Lab- received requestitions from lab by courier of daily completed studies to complete registration and coding to enable billing to insurance companies or patient(self pay) Located benefit info if not provided, contacting patients if necessary. Reviewed benefits to ensure covered service and to ensure prompt billing and reimbursement. If patients did not have lab benefits remove insurance and bill as self pay-notify patient of determination via letter. Scanned lab requisitions into electronic document imaging system. (EDM) Used knowledge of ICD-9/10 codes for accurate using prompt billing for commercial insurances, medicaid and Medicare compliance.

Contacted ordering dr's offices for diagnosis codes if ones were missing or incorrect for test performed. Had to maintain a 200 and above registration count daily. I am very confident of my knowledge in all Admitting, Registration and Patient Accounting functions and pathways. Utilizing multiple applications simultaneously to complete tasks. Excellent in service recovery, establishing and maintaining positive relationships with customers from all walks of life that always reflected the company values of Trust Dignity and Respect. I enjoy helping others, whether it's directing them to an area they are trying to find, comforting them through life's moments,good and bad or simply explaining their insurance benefits in a way they can understand. I am comfortable as a Department Lead motivating and supervising team members, and also in a hands on role registering patients coming in for services. Very experienced with all insurance payers-managed care, commercial, Medicare, Medicaid, Uninsured, Hospice, Organ Donor, Organizational, Clinical Research and Liability billing.

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