Front Office & Scheduling Leader with 20+ Years' Experience

Annette Baptiste

678-***-**** ****************@*****.*** Covington, GA 30016

SUMMARY

Dynamic and results-driven professional with extensive experience. Skilled in appointment scheduling and conflict resolution, I excel in optimizing workflows and supervising staff. Recognized for enhancing patient satisfaction through effective communication and problem-solving, I am committed to delivering exceptional front office, scheduling and account resolutions operations. I have over 20 years of experience.

SKILLS

Appointment scheduling

Billing procedures

Conflict resolution

Insurance verification

Workflow optimization

Problem-solving skills

Staff supervision

AR/AP

Referral verification

EPIC

Scheduler

Payment Poster

Collection

EXPERIENCE

Lead Front Office Specialist/Scheduling Specialist, WellStar Health System Inc, May 2024-April 2025 Atlanta, Georgia

Analyzed data collected from surveys on customer satisfaction levels with regard to front desk operations.

Managed daily operations of the front desk, including staff scheduling and assigning tasks. Participated in recruitment activities such as interviewing potential candidates for open positions.

Completed time and attendance.

Scheduled patients for surgery, outpatient procedures, and confirmed appointments. Registering patients in the system, getting demographic information, insurance cards, and identification, verifying insurance, checking for referrals, and calling patients to schedule appointments for different outpatient tests.

Provided training and guidance on scheduling processes to new employees. Handled incoming calls and directed callers to appropriate department or employee. Greeted and assisted visitors with professionalism and courtesy. Managed multi-line phone systems, directing calls to appropriate departments. Handled payment processing, collected copays, deductibles, co-insurances, and provided customers with receipts, proper bills, and change. Lead Front Office Receptionist/Scheduling Specialist, Physiotherapy Associates, June 2023-March 2024

Conyers, Georgia

Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.

Ensured compliance with HIPAA regulations by maintaining confidentiality of all patient information.

Called patients to confirm scheduled appointments and obtain additional details. Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.

Conducted regular performance reviews of team members to ensure quality standards are met.

Completed time and attendance.

Registering patients in the system, getting demographic information, insurance cards, and identification, verifying insurance, checking for referrals, and calling patients to schedule appointments for different outpatient tests.

Provided training and guidance on scheduling processes to new employees. Handled incoming calls and directed callers to appropriate department or employee. Greeted and assisted visitors with professionalism and courtesy. Managed multi-line phone systems, directing calls to appropriate departments. Handled payment processing, collected copays, deductibles, co-insurances, and provided customers with receipts, proper bills, and change. Lead Patient Access Specialist Part-Time, Emory Saint Joseph's Hospital, March 2022-June 2023 Atlanta, Georgia

Assisted in the development of an efficient scheduling system for patients. Communicated financial obligations to patients and collected fees at time of service. Reviewed, updated, and implemented departmental policies and procedures. Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.

Assisted with recruitment efforts by interviewing potential candidates for available positions. Participated in training sessions to stay updated on healthcare policies and registration software.

Registering patients in the system, getting demographic information, insurance cards, and identification, verifying insurance, checking for referrals, and calling patients to schedule appointments for different outpatient tests.

Provided training and guidance on scheduling processes to new employees. Handled incoming calls and directed callers to appropriate department or employee. Greeted and assisted visitors with professionalism and courtesy. Managed multi-line phone systems, directing calls to appropriate departments. Handled payment processing, collected copays, deductibles, co-insurances, and provided customers with receipts, proper bills, and change. Processed patient responsibility estimate determined by insurance at pre-registration.

Complete time and attendance, audit the team, and accounts to make sure claims are being worked correctly, and documentation is accurate.

Lead Account Resolution Representative/Payment Posting Specialist, Laureate Medical Group, January 2018-February 2022

Atlanta, Georgia

Issued monthly statements to patients, and followed up on outstanding payments. Researched past due accounts and initiated collection efforts in a timely manner. Prepared aging reports to identify past due accounts. Handled bi-weekly payroll services for company employees. Negotiated payment plans with delinquent accounts. Notified the patient of delinquent accounts, with an attempt to collect outstanding amounts. Call insurance companies to discuss the resolution of the claim that was not processed and the reasons for the denials.

Complete time and attendance, audit the team and account to make sure claims are being worked correctly and documentation is accurate.

Audited patient accounts for compliance with federal regulations. Reconciled patient accounts with insurance companies to ensure accuracy of payments. EDUCATION AND TRAINING

High School Diploma

John McDonough Senior High, New Orleans, LA June 1987

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