Experience

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  Baylor Scott & White Health

  • United States
  • Hospitals and Health Care
  • 700 & Above Employee

  • Access Services-Manager

    • Aug 2021 - Present

    My responsibility as Access Service Manager is to oversee all functions of the Access Service staff, to ensure patient satisfaction as it relates to registration, admissions, financial counseling, and to optimize the facilities financial performance.

  • Supervisor, Access Services Financial Counseling and Clinic Admissions

    • Jul 2021 - Aug 2021

    I am responsible for the day to day operations of the hospital's patient registration areas, financial counseling, pre-arrival unit, central scheduling departments. In this position I work directly with patients, insurance companies, hospital department staff and leadership, along with physicians, and providers. My duties include guidance and coverage for employees, monitoring of quality assurance measures, orientation of new employees and oversight in ongoing staff training. My goal in this position is to ensure high quality service for patients and accuracy of information affecting both pre and post visit services.

  • Admissions Supervisor- Emergency Room & Labor and Delivery

    • Jun 2019 - Jul 2021

    In this positions my duty is to stay in accordance with guidelines, policies and procedures and applicable laws. As Supervisory my responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. My qualifications include excellent interpersonal and organizational skills, the ability to receive and express detailed information through oral and written communications, excellent interpersonal and organizational skills, and understanding of Revenue Cycle Management .

  • Coordinaor RCO Billing and Collections

    • Feb 2016 - Jun 2019

    Responsible for maintaining revenue, establishing, implementing and controlling the billing system. Develop monthly productivity goals for staff based on industry standards. Keep up to date on all billing and documentation changes by insurance carriers. Responsible for ensuring timely and effective billing of claims, evaluate claim edits and monitor to ensure claims are correct before being submitted. Assist with claims processing problems and troubleshoot system issues and errors as they occur and work with management on clean billing process. Other duties include but not limited to supervising staffing, training and general HR functions.

  • Tech Billing Follow-Up

    • Aug 2015 - Feb 2016

    Ensures Accurate, Compliant and Timely submission of insurance claims and resolutions of incoming phone inquiries to provide accurate and efficient reimbursement. •Reviews claim and account data and makes applicable corrections to ensure claims meet all payer specific compliance guidelines and accounts are accurate•Contacts payers status via phone or electronic inquiry systems to follow-up on claim status•Correctly verifies insurance eligibility through carrier and/or patient contact•Reviews medical record documentation and queries internal departments and physicians to verify appropriate diagnosis and charge data•Promptly responds to inquiries and requests from internal and external customers using internal and external resources to research and formulate an appropriate response in accordance with established procedures.• Processes credit card, debit card, or check guarantee transactions in an accurate and timely manner.• Established appropriate payment terms for account resolution.•Efficiently uses all PFS accounting and billing systems and has a thorough understanding of systems edits and data retrieval•Maintains knowledge of Scott & White PPO contracts and challenges any variance in reimbursement outside recognized norms•Exhibits good organizational skills.•Achieve excellent customer satisfaction within set parameters and defined time limits and meets departmental benchmarks set for follow-up based on dollar and age•Acquire and maintain the highest standards set for customer service

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  New Benefits

  • Dallas, Tx

  • Service Advocate

    • Mar 2007 - Jul 2015
    • Dallas, Tx

    Service advocate to customer base of a leading provider of discount health and lifestyle benefits.• Provide quality customer service in New Benefits inbound call center processing approximately 90 call per day.• Work closely with members and clients in understanding of benefit information to verify member benefits, products, and services.• Serve in Provider Relations capacity while working with pharmacies and healthcare providers in resolving claims processing, and billing issues.• Train and coach new hire staff on call handling, call quality, and internal business processes. Accomplishments: Multiple Recipient of Company sponsored Values in Action Recognition program for accountability and excellent customer service.

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  The Home Depot

  • Addison, Tx

  • Associate Team Coach

    • 2006 - 2007
    • Addison, Tx

    HOME DEPOT - Dallas, TX May 2006-March 2007Associate Team CoachServed as a call center team lead for retailer of home improvement and construction products and services.• Researched and responded to telephone and email inquiries from retailers in a high volume call center. • Assisted with billing inquiries, managed reports, and maintained records of work accomplishments and administrative information as required. • Collaborated with the Supervisory staff on behalf of the team to inform of performance management issues, and talent potential.Accomplishments: Successfully met targeted service level agreements and performance guarantees by ensuring availability for phone/email coverage.

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  Cingular Wireless

  • Dallas, Tx

  • Collections Team Lead Representative

    • 2004 - 2006
    • Dallas, Tx

    Served in the capacity of Collections Team Lead by leading with collection experience in a high production environment.• Managed and developed team members to achieve maximum collections and perform in accordance with Company guidelines. • Delegated tasks to collectors and reviewed work performed to ensure targets were achieved. • Compiled regular report on collection activities involving delinquency ratios and preserved up to date records on current and delinquent accounts. • Assisted with escalations and questions regarding problems with accounts. • Advised customers of necessary actions and strategies for debt repayment.Accomplishments: Successfully maintained above average quality assurance scores, and call handle time requirements.

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  Sitel

  • San Angelo, Texas Area

  • Supervisor

    • Aug 1996 - Apr 2002
    • San Angelo, Texas Area

    Serviced in capacity of Inbound and Outbound Supervisor for one of the industry's largest Global Outsourcing call centers.• Supervised and motivated 30 Inbound agents of a 300 seat call center from 1998-2000• Supervised Outbound from 2000-2001.• Implemented call scripts to aid in the efficient management of call volume.• Conducted interviews for recruiting.• Ensured service levels are satisfied by leading floor management and workflow distribution.• Accomplishments: Provided call center performance reports and implemented procedures to enhance the call center work flow.