Office Administration & Patient Access Lead

Jacqueline Lucas 407-***-****

*********@*******.***

Professional Profile

Office organization and administration.

Records & Database Management Fee Schedule Quarterly updates including ICD-10 HCPCS and CPT coding manuals.

General Bookkeeping (A/P & A/R)

Telephone & Front Office Reception with multiples tasks e.g. schedule, reschedule, authorization, financial planning.

Assisting the CEO with monthly spreadsheets & reports.

Scheduling & Calendaring.

Meeting & Event Planning with Physician/Practice administration.

Filing & Data Entry (75 WPM)

Credentialing/Authorizations

Languages spoken: English,Spanish, Arabic,Portuguese

Medical software: Epic,Cerner,Meditech,ECW.

Professional Experience:

Patient Access TraumaTeam Lead

Osceola Regional Medical Trauma Center,Kissimmee Fl.

Emergency Dept. And OutPatient Admissions Lead

January 2022-Current

Responsibilities:

Provides exceptional customer service to consumers which establish a positive first impression of Osceola Regional. Exceed all consumer requests and alert management of issues or concerns that require escalation. Correctly identifies and collects patient demographic information in accordance with organization standards. Interacts with various hospital departments and physician’s offices to effectively schedule and direct patients through the Meditech systems in a patient/customer friendly manner. Reaches out to patients to schedule an appointment as defined. Performs medical necessity checks as necessary for scheduled services, communicates options to patient if appointment fails. Facilitates the pre-authorization of diagnostic exams, between referring physicians and insurance carriers, through the use of online tools, work lists, and direct phone calls as necessary. Informs patients of any issues with securing the financial account for their encounter. Completes out-of-pocket estimations as requested by patients. Provides training and education as needed. Manages work schedule efficiently, completing tasks and assignments on time. Completes other duties assigned by manager. Cross-training between various departments may take place to ensure coverage. Participates in Quality Assurance reviews to ensure integrity of patient data information. Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department and hospital policies and procedures to complete assigned tasks. Other duties as assigned.

Communication and Collaboration: Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations. Collects authorization numbers in appropriate systems as applicable. Provides professional and constructive environment for communication across units/departments and resolves operational issues. May attend intra/interdepartmental meetings which involve walking within Osceola Campus. Communicates customer satisfaction issues to appropriate individuals. Demonstrates teamwork by helping co-workers within and across departments. Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others. Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.

Masaris Medical, PA, Orlando, FL September 2012 – December 2021

Practice Administrator (Orlando Health Corporate Manager)

Achievements:

Physician’s liaison in the implementation of the Workflow EMR.

Assisted in the contractual agreement between the Physician and outside companies such as United Allergy Services, Testopel, and VaxCare in order to provide a more diverse type of care for patients. Epic Implentation I was a super user Epic implemented 2019.

Responsibilities:

Maintain office efficiency by planning and implementing office systems and protocols.

Prepare monthly financial statements including monthly balance sheets, income reports, payroll, accounts payable, etc. as required.

Monitor and collect accounts receivable while reporting delinquent accounts to the Provider.

Maintain office services by organizing office operations and procedures.

Assist in implementing the day to day function of inpatient billing, insurance verification, and claim submissions.

Preserved professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.

Cancer Center of Central Florida, Leesburg, FL

December 2009 – September 2012

Billing/Coding/Credentialing Manager

Achievements:

Earned “outstanding” ratings on annual reviews for three consecutive years.

Recognized for high-quality work, organizational strengths and exceptional customer service delivery.

Excelled within deadline-intensive environment, ensuring the accurate and on time completion of all month end and or weekly projects.

Responsibilities:

Provide administrative and executive support within a busy office.

Manage executive team’s calendar.

Plan and lead client meetings.

Preparation reports, spreadsheets and presentations.

Management of records and administration of database

Prepare and instruct chemotherapy financial planning for established and new patients.

Identify fee schedule allowable differences and update EMR system. E-Clinical Works.

AeroCare Holdings, Orlando, FL August 2007 – November 2009

Senior DME Biller and Coder

Achievements:

Knowledge of all Florida and North Carolina Medicare, Medicaid and commercial rules and regulations, as well as contracts.

Implemented tracking mechanisms to prevent future recurrences of insurance underpayments.

Created databases and spreadsheets that improved inventory management.

Responsibilities:

Work daily denials, and/or data entry errors

Post accounts receivable up to 1,000,000 collections.

Audited and recovered $5,500 in insurance underpayments.

Sent monthly statements and Daily Electronic billing, training fellow peers and location customer service reps.

EMR system used: BRIGHTREE/ MYSIS/ TIGER/ ALLSCRIPTS/ RemitData/ DME train Dual screens.

Florida Hospital Centra Care, Orlando, FL January 2004 – August 2007

Patient Financial Service Collections Representative

Achievements:

Established payment plans with patients for outstanding copays, deductibles, and medical records.

Kept monthly documentation of accounts and maintained an accurate staff assignment and payer category coding system on all accounts.

Responsibilities:

Contact third party payer and patients’ physician offices for resolution of accounts.

Obtain and verify patients’ benefits as necessary

Provide additional documentation as requested, including, but not limited to : letters of medical necessity, copies of prescriptions, and medical records.

EMR systems used: MYSIS/Medisoft

Education

University of Central Florida (2011 –2015)

Bachelors of Science in Health Information Management

Fortis College, Orlando, FL (2005-2007)

CPC Billing/Coding Medical Office Specialist Certificate in Office Specialist

New Jersey City University, Jersey City, NJ (2000 – 2004)

Bachelors of Science in Accounting

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