Remote Patient Access, Remote Prior Authorization

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ASHLEY HENDERSON

CHICAGO, ***** US

********@*****.*** / 708-***-****

PROFESSIONAL SUMMARY

Experienced healthcare operations professional with 16 years of expertise in patient access, patient registration, financial counseling, insurance verifications, and prior authorizations. Dedicated to improving patient experiences and outcomes through efficient processes and compassionate service. Proven ability to build strong relationships with patients, physicians, insurance representatives, and colleagues. Seeking a leadership role in Prior Authorization and Patient Access to leverage my skills in enhancing operational efficiency and patient satisfaction. SKILLS

• Healthcare Operations

• Patient Care

• EPIC

• Insurance Verification

• Prior Authorization

• Staff Supervision

• Medicare

• Medicaid

• Patient Access

• Financial Counseling

• Microsoft Office

• STAR

• NDAS

• Meditech

• IDX

• Insurance Portals

EXPERIENCE

AUTHORIZATION SPECIALIST / U of C Medical Center 01/2020 - 04/2024

• Obtained referrals and authorizations prior to services via phone, fax, and online portals.

• Managed retro-authorizations and updated existing authorizations in a timely manner.

• Input and updated authorization information in the EPIC system.

• Verified insurance details and updated patient accounts accordingly.

• Notified providers/care teams of denied treatments or services and provided next steps for peer-to-peer reviews and appeals.

• Assisted collection staff with account questions.

• Participated in professional development efforts to stay current with healthcare practices and trends.

• Performed other duties as assigned.

PATIENT ACCESS SUPERVISOR / Palos Community Hospital 04/2018 - 12/2019

• Coordinated all registration duties with direct and indirect reporting employees. Ensured timely completion of daily registration and pre-registration tasks. Conducted staff training and monitored daily performance metrics, providing feedback to the team.

• Generated and analyzed reports to monitor departmental performance across key metrics such as point-of-service efficiency, wait times, overtime, and productivity. Reporting was conducted on a daily, weekly, monthly, quarterly, annual, or as-needed basis. Additionally, managed staff scheduling to ensure consistent and adequate coverage.

• Managed and coordinated staff scheduling, including shift rotations, time-off requests, and unplanned absences. Ensured departmental schedules aligned with organizational policies. Effectively minimized overtime while optimizing overall productivity. Responsible for upfront collection process tracking and monitoring. Assigned goals and provided coaching and corrective action as appropriate. Monitored up-front cash collection efforts and provided feedback to management.

• Contributed to the development and refinement of departmental policies and procedures. Leads staff training, continuing education, and professional growth initiatives. Conducted routine audits to ensure compliance with performance standards, offering ongoing coaching and support as needed. Acted as a liaison with hospital departments, insurance carriers, and regulatory bodies. Organizes and facilitates monthly staff meetings and in- service training sessions.

• Performed other duties as assigned.

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ADMISSIONS COORDINATOR/PRIOR AUTH SPECIALIST / Kindred Hospital 06/2016 - 05/2017

• Coordinated daily operations for pre-admission activities.

• Worked closely with clinical liaisons, admissions, central business office, CFOs, and administrators.

• Obtained benefit and authorization information for inpatient LTAC services.

• Maintained knowledge of Medicare and State Medicaid requirements.

• Represented Kindred in dealings with third-party payers and insurance companies.

• Updated file information and completed insurance reports for re-verification.

• Checked eligibility and verified insurance information for Medicare and commercial carriers.

• Communicated with patients and families to collect amounts owed and establish payment plans.

• Ensured financial forms were completed accurately. FINANCIAL COUNSELOR/INSURANCE VERIFIER/PRIOR AUTH SPECIALIST / Weiss Hospital 05/2013 - 03/2015

• Built relationships with insurance companies to obtain benefit and authorization information.

• Provided patient billing consultations and financial advice.

• Collected fees, co-pays, past due balances, and completed daily encounter forms.

• Negotiated payment arrangements and alternatives for patients.

• Initiated and completed charity applications on self-pay accounts.

• Maintained confidentiality and built trustful relationships with patients and peers. LEAD PATIENT ACCESS REP / St. Joseph Hospital 12/2008 - 10/2011

• Assigned work, managed priorities, and provided technical assistance.

• Monitored the quality of work and team projects.

• Mentored staff and provided constructive feedback.

• Pre-registered patients with accurate demographic and financial data.

• Verified coverage and obtained prior authorizations.

• Processed payments and explored financial options.

• Served as a resource for compliance and complaints.

• Troubleshot patient billing and staff issues.

• Provided excellent customer service and patient care. EDUCATION

BACHELOR OF ARTS: PSYCHOLOGY 04/2019

Ashford University

(INCOMPLETE)

HIGH SCHOOL DIPLOMA: NURSING/GENERAL COURSES 06/2002 C.V.C.A. High School

CERTIFICATIONS

CERTIFIED NURSING ASSISTANT, 01/03 - Present

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