Customer Service Patient Care

ERIC S EMERSON

404-***-**** *************@*****.***

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Qualifications Summary

Dynamic and results oriented administrative professional offering 15+ years of comprehensive experience in patient care coordination, specializing in intake process of new patients, which marks the first point of contact and contributes towards developing a positive atmosphere. Also, an articulate and cost-conscious team player delivering track record of providing world class customer service, cultivating mutually beneficial alliances, developing client relations, building solid client base and resolving customer issues. Further possess a demonstrated history of providing cross functional support to customer/ user accounts, improving efficiency of accounts processing while fostering a positive client experience. In addition, possess expertise dealing with all aspects of front office duties including answering incoming telephone calls, scheduling appointments, preparing administrative/ correspondence documents and resolving administrative problems/ enquiries. My aim is thus to continue enriching my leadership/ supervisory experience and contribute team building initiatives and management skills for the benefit of your facility. KEY AREAS OF EXPERTISE

Administrative Executive Support Patient Recruitment Account Receivables

Financial Reconciliation Database Administration Risk Assessment

Medical Transcription New Business Development Customer Needs Resolution CORE COMPETENCIES

Account Management: Leverages core strengths and connections to develop new customer business accounts; establish customer relationships and secure strategic alliances. Ability to incorporate innovative account management techniques through assessment risk factors that result in enhanced business practices and increased revenue/productivity. Office Administration: Possess extensive knowledge of administrative and clerical procedures including systems such as Microsoft Office Suite, Emdeon, Horizon, Peoplesoft, VisionShare, McKesson, Epic, and Meditech. Efficient at processing and file/records management. Also experienced at coordinating with various support staff for operational support activities and assist to resolve day-to-day administrative and operational problems. Creative Problem-Solver: Proven ability to troubleshoot and develop creative, innovative solutions to business challenges. Able to identify problems/needs, escalate executive complaints and initiate logical, effective solutions to customer complaints and resolution to problems/ issues.

Communication/ Interpersonal Skills: Excellent communicator capable of developing and nurturing professional business relationships with co-workers/ customers and delivering informative/ persuasive presentations. EDUCATION BACKGROUND

Grambling State University Grambling, LA

2002

PROFESSIONAL OVERVIEW

Customer Service Representative/Revenue Cycle Representative Savista- Alpharetta, GA. 2022-present

• Through both inbound and outbound calls leveraging an auto-dialer, negotiate payment plans with customers by reviewing account history both through the Savista database and, if additional information is required, the client’s portal as well as payment portals to review prior payments.

• Meet or exceed performance objectives including account resolution goals and quality assurance.

• Maintain a 96% quality score through superior customer service and accurate documentation of customer encounters.

ERIC EMERSON 678-***-**** •rodesh66@outlookcom

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• Execute appropriate procedures for follow-up on third party approvals, billing, and collection of overdue accounts.

• Supports Savista's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to Savista’s business practices. This includes becoming familiar with Savista’s Code of Ethics, attending training as required, notifying management or Savista’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations. Intake Coordinator/ Reimbursement Specialist Gentiva- Sandy Springs, GA 2017– 2020 2020

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Key Responsibilities:

● Develop and strengthen client relationships, work with hospitals, clinics, facilities and the clinical team to handle request for services from members and/or providers

● Access patient demographics and orders in relation to services provided for clarity to clients/3rd party affiliations via Meditech portal

● Successfully manage the referral process, prepare incoming and outgoing referrals, and prior authorizations, including intake, review requests for adverse determination, approval/processing notification requirements

● Efficiently performs initial telephone screening to determine the patients appropriateness for home care

● Communicates authorization specifics to providers either verbally on phone calls or written through fax Notable Contributions:

Successfully resolved client complaints and diffused negative situations through effective conflict management skills.

Developed solid partnerships with customers and managed in multiple client relationships.

Successfully renewed contracts for multi-year agreements resulting in increased contracted revenue. Intake Coordinator Guardian Home Care- Marietta GA 2015 – 2017 Key Responsibilities:

● Applied clinical knowledge and critical thinking to identify patients’ needs according to diagnosis and physician's order.

● Retrieved and processed referral referrals via fax, telephone, and web portals

● Entered referrals in Homecare Homebase computer application system

● Researched and identified primary payer sources and identified benefits

● Requested initial authorizations for patient visits

● Notified branch office(s) of patient copays and insurance changes Notable Contributions:

Successfully identified at risk accounts and liaised with groups to better serve clients.

Retained existing accounts through ensuring client needs are met.

Delivered high level customer service and ensured outstanding work cohesion with fellow team members. Home Health, Hospice, and Case Management Intake Coordinator Pruitt Health 2011 – 2015 Key Responsibilities:

● Process referrals received through multiple phone lines and web portals

● Assign patients to LPNs for preliminary assessment to determine healthcare needs

● Handle all additional duties assigned duties assigned by management

● Access patient orders in relation to services provided (demographics, skilled nursing, home care, hospice) via Meditech portal

● Verify all primary and secondary insurance information for all incoming patients

● Analyze referral/admission data and prepare assigned reports

● Effectively manage time to complete daily activities

● Complete financial clearance for all referrals by determining eligibility along with collections activities for commercial, self-pay, and private insurance payers in relation to patient responsibility Notable Contributions:

ERIC EMERSON 678-***-**** •rodesh66@outlookcom

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Revamped record keeping and database administration/ reporting to furnish support staff with more accurate data.

Increased office efficiency through implementing workflow and process improvements resulting in productivity growth.

Ensured confidentiality maintenance with sensitive information, documents, client records and personal matters. Medical Case Management Intake Coordinator Intracorp- Norcross, GA 2007 – 2010 Key Responsibilities:

● Served as the liaison between the Insurance company/TPA and Intracorp for Case Mgt. services

● Enhanced daily operations by assisting Training Department Manager and company in utilization of old and new software. Managed day-to-day logistics and communication with nurses and personnel staff.

● Supported Intake Officer in the effective management and control of Intake Items, principally in the areas of planning, monitoring and control, and overall BoW management Service Recovery Specialist Instawares- Norcross, GA 2005 – 2007 Key Responsibilities:

● Comprehensively reviewed invoices (both paid and outstanding) and recorded them in system to ensure accuracy of information and to provide basis for future reference.

● Increased paperless account sign ups and provided assistance to customers throughout transition to ensure invoices were sent via email and paid online.

● Built awareness with clients to help them find ways to meet their financial obligations without getting further behind.

● Prepared delinquent account reports for senior leaders.

● Provided information to collection agencies when all other avenues have been pursued

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