Customer Service Manager
Resume:
Freida J. Ward
Cleveland, Ohio 44120
**********@*****.***
Objective:
My objective is to obtain a position in an Organization that will utilize my 30+ yrs. of Healthcare experience, an Organization that gives me the opportunity to learn and grow as a professional. My knowledge and unique skills as a Patient Access Manager and team leader will bring a wealth of experience to your Organization. I have the ability to problem solve and work independently which will provide flexibility, along with professionalism and stability to all areas of responsibility while reaching that goal of team first. Good Customer Service is a very important element in the development of any organization, I will bring the skills needed in establishing high Press Ganey score’s to all areas. I am very confident in my ability to provide excellent customer service and my ability to learn quickly, to train and work with all staff members in varies positions within and outside of the organization. I am self directed, motivated and have the vision to move forward.
Work Experience:
2005-2011 St. Vincent Charity Hospital (part of a group lay-off of 42 Managers/Directors)
Manager, Patient Access
• Responsible for all aspects of the day to day operations of the Main Admitting department, which included Registration/Pre-Registration, ED/PED Registration, Pre-Cert Nurses, Insurance Verification, Financial Counselor, Cashiers, Solon ED Registration (off-site) and the Information Desk staff. As well as acting as the interim manager for the Community Wide Scheduling staff and liaison to the Gift Shop staff. Staffing total of 54 staff members.
• Responsible for all department schedules, attendance, and payroll using Kronos
• Maintaining department budget and supplies, while actively seeking ways to control costs without compromising patient safety or quality of service
• Responsible for providing recommendations for hiring, promotions, salary adjustment and personnel action as needed
• Responsible for communicating and maintaining competency requirements throughout the Health System, along with QA responsibility.
• Knowledge of all HMO/PPO, Medicare, Medicaid payors
• Responsible for maintaining Care Assurance (HCAP) Guidelines throughout the Medical Center
• Providing all registration and system training, i.e.ABN/Medical Necessity, Valco, Passport and POS Collection. While establishing and implementing Policies/Procedures, along with creating all training material
• Maintained Observation criteria and policy
• Arranged payment amounts with Physician offices/patients according to the Self-Pay Policy.
• Set up POS Collection at new entry point’s of Registration
• Correcting Patient account status in B/AR as part of the Revenue Cycle Team
• Core team leader for the Admission Module upgrades, current upgrade Meditech Magic/Client Server 6.0
• On call 24/7, coverage of all areas of responsibility as needed
Committees:
• Revenue Cycle Team-Facilitated/Attended
• Operational Compliance Team-Attended
• Denial Management-Attended
• Steering Committee-Attended
• Directors Committee-Attended
• Core Team Leader-Attended
• Observation Committee-Facilitator
• ED/PED Intake Throughput Team-Facilitator
• CHAP Committee-Attended
• Disaster Team-Attended
• Navigant Pre-Access Team Lead-Attended
• Iatrics/MNO Team Leader-Attended
• HIPAA/Security Team-Attended
• Improving Language Quality Forum-Attended
• Forms Committee-Attended
• Process Improvement Team-Attended
2003-2005 St. Vincent Charity Hospital
Supervisor, Patient Access
• Responsible for all aspects of the day to day operations of the Main Admitting department, which included Registration/Pre-Registration, ED/PED Registration, Pre-Cert Nurses Insurance Verification, Financial Counselor and Information Desk staff
• Responsible for all department schedules, attendance, and payroll using Kronos
• Responsible for providing Registration and system training (i.e. Valco, Passport, POS Collection) of new employees as well as providing all training material and updates to all Ancillary areas
• Responsible for communicating and maintaining competency requirements throughout the Health System, along with QA responsibility
• Responsible for maintaining Care Assurance (HCAP) Guidelines
• Knowledge of all Medicare/Medicare, and HMO payors
• Verified Insurance Coverage thru the Passport System and calling payors
• Correcting patient account statues in B/AR
• Core team leader for the Meditech Admission Module upgrades
• On call 24/7, coverage of all areas of responsibility as needed
2002-2003 St. Lukes Solon ED (Joint ownership with SVCH/SJWS)
Patient Access Specialist
• Greeting all incoming patient and visitors, and answering phones
• Registered and interviewed all patient type, entering all patient demographic information along with any financial information, while following Emtala guidelines
• Assumed responsibility for upfront collections, while following Care Assurance (HCAP) guidelines for self-pay, uninsured/underinsured patients
• Working in a fast pace environment, working side by side with Physicians, Nursing, EMS, and Lab/Rad staff
• Maintained all patients records, faxing ,scanning, and copying as needed
2002-2002 St. Vincent Charity Hospital
Information Services (Special Project)
• Supported the Adm/MRI Module upgrade from Columbia HCA to Meditech Magic 4.6.5
• Created and maintained MIS dictionaries and training materials
• Created the Insurance reference manuals used by all Registration areas
• Completed all ADM/MRI DTS testing of each module
• Go-Live Support
• Core team leader for all Registration areas
• Trained all Registration and Ancillary staff
1998-2002 Closed St. Lukes Medical Center (Joint ownership with SVCH)
Supervisor, ED Registration
• Responsible for the day to day operation
• Overseeing a staff of 8 registrars in addition to overseeing 4 onsite Medical Record Coders
• Responsible for all department schedules, attendance and payroll
• Responsible for all in-service information and training
• Responsible for the QA of all Registration areas onsite, including off sites areas i.e. St. Vincent Admitting/ED, Solon ED, Solon Lab/Rad, and Health Care Clinics
• Supported ED Nursing staff in the overall operation of the ED, after the main Hospital closed in 1999
• On Call every other weekend/holiday, working in staffing as needed
St. Lukes Hospital
1996-1998 QA Coordinator
• Responsible for monitoring and maintaining the QA of all areas of registration, including St. Lukes Admitting/ED, off-site Solon ED Registration, Solon Lab/Rad, St. Vincent Charity Admitting/ED/PED Registration and all Healthcare Clinics at St. Vincent
• Manually identifying and correcting all errors in a timely manner before the bill drops in 3 days.
• Responsible for reviewing and returning all errors with the staff to be used as a training tool.
• Responsible for education/training and communication of staff on new Insurance plans/policies and material
1983-1996 St. Lukes Hospital
Patient Access Specialist/Reservation Officer
• Collected Demographic and Insurance information from Physician and patients
• Calling Insurance Companies to verify Insurance Coverage
• Maintained Bed Board, assigning beds according to physician and diagnosis
• Admitted, discharged and transferred patients in the system
• Coded diagnosis using ICD-9 Coding book’s
• Answer / transferring all incoming/outgoing calls
Education/Training:
2011 ABN /Medical Necessity Iatrics Training
2011 Medicare University Workshop The Academy of Healthcare Revenue
2011 Care and Commitment Award
2010 AHC Insurance Legal Reimbursement Workshop
2019-2010 Healthcare Leadership Series Certificate, Corporate College Tri-C
2007 Diversity Training Certificate
2004 Valco Training
2003 Passport Training
2001-2002 ICD-9/CPT Coding Certificate, Tri-C
2001 Meditech ADM /MRI Training Boston, Mass
1995 Notary Public
1983-1984 American Institute Paralegal Studies Certificate
1983 St. Lukes Guest Relations Certificate
1996 CPR Training Certificate
1975 Medical Terminology Certificate
1975 Cleveland State University 2+yrs
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