Experience

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  Baylor Scott & White Health

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

  • Risk Management Coordinator

    • Sep 2021 - Present

    Review referrals from Patient Relations and Midas reports for possible PCE. Identify any possible malpractice, deviation in the standard of care, liability, and exposure each facility and parent organization may have due to patient care issues. Act as a subject matter expert to discuss possible events with Patient Relations, Providers, Nurses, Executive Leadership, Clinical Risk Managers, and Risk Management Attorneys. Perform in-depth medical record reviews and interview providers, nurses, and leadership to best understand each event meeting the threshold of a PCE. Weigh the risk and liability of each situation and, when appropriate, make recommendations to waive/write off medical bills or make recommendations to the System PCE Manager and PCE Attorney to seek a possible settlement to mitigate a potential PCE from becoming a claim. Partner with Patient Relations to draft a formal response for closure with the patient/patient's family. Seek authorization on a proposed settlement amount, and then assist Patient Relations with a legal settlement offer with the patient/patient's family.

  • Patient Relations Specialist

    • Nov 2014 - Sep 2021

    Managed complaints and grievances on a system level for all Baylor Scott & White Health (BSWH) clinics, Health Texas Provider Network (HTPN) facilities, and BSWH hospitals to ensure complete compliance with system policy as well as Center for Medicare and Medicaid Services (CMS) regulations. Collaborated with patient’s families, providers, staff, and executive leadership to investigate, mediate, resolve issues, and facilitate resolutions either verbally or by written response where applicable. Served as an ambassador for BSWH and a voice for our patients.

  • EpicCare Ambulatory/Cadence Credentialed Trainer, Baylor Scott & White Health

    • Sep 2013 - Nov 2014

    Responsible for leading classroom training sessions for providers, nurses, and front-line team members on the functions and features of EPIC. Provided onsite assistance to end users during the go-live transition to the new electronic medical record (EMR). Assisted in continued development of training materials to aid in successful utilization of the EMR by all users. Conducted individual, personalized training sessions upon request.

  • Patient Service Specialist Infectious Disease, Scott & White Healthcare

    • Jun 2012 - Sep 2013

    Provided efficient, high-quality services to patients while performing duties to include charge entry, check-in, collection of copayments, insurance verification, order entry, patient greeting, prior authorizations, and updated patient demographics. Coordinated patient appointments for consults, follow-up appointments, laboratory testing, and radiology testing. Collaborated with physicians, clinical and clerical team members to ensure optimal clinic operations, performance, and patient satisfaction.

  • Patient Service Specialist Belton Urgent Care, Scott & White Healthcare

    • Jan 2011 - Jun 2012

    Acted as the first contact for patients and family members in need of urgent medical care. Worked quickly, efficiently, and accurately to register or create appointments for all patients. Used four electronic medical programs to perform registration, appointment building, check in, as well as laboratory and radiological order entry for billing with accuracy.

• 

  Cellular World AT&T

  • Wireless Services
  • 100 - 200 Employee

  • Sales Manager, Cellular World Copperas Cove

    • Aug 2008 - Nov 2010

    Full operational sales management responsibility including growing a team to perform with increased efficiency and high customer satisfaction, maintaining and surpassing sales goals, and promoting available products and service. Provided resolution to unsatisfied customers. Reviewed sales trends and adjusted accordingly to promote a growth in sales.

  • Sales Associate, Cellular World Temple

    • Aug 2007 - Aug 2008

    Developed a record of success by meeting and exceeding sales goals outlined by management. Worked as a lead sales representative, collaborating with team members to provide exceptional customer service. Assisted customers with determining which product(s) would best fit their needs by providing education on the available products and services. Responsible for assisting the manager with new hire training on the services offered.