Experience

The MetroHealth System (Cleveland, OH)

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

• Practice Support Specialist

  • Feb 2020 - Present

  Enhances the operational flow of the assigned department at the main campus and satellites by:- Maintaining templates of outpatient clinics.- Scheduling appointments.- Answering patient phone calls.- Processing and tracking of programs for program assistance.- Assisting patients with the completion of forms and surveys.- Tracking insurance authorization.- Coordinating procedure room and provider visits.- Maintaining provider scheduling and rotation of sites.- Coordinates physician activity within the Skilled Nursing Home Facility or other locations within The MetroHealth System.- Secure completion of care plan oversight- Type routine and confidential correspondence, reports, etc. Assists in their preparation and/or distribution as requested. Performs clerical tasks of a routine nature. Maintains and searches files. Photocopies materials. Maintains office supply inventory and places orders. Receives, sorts, and distributes mail.- Manage appointment schedules. Makes travel arrangements, reservations, and prepares reimbursement forms. Schedules meetings and assembles agenda with notification to appropriate sources. Records meeting minutes and distributes to attendees.- Provides preliminary contact with the general public, patients, office visitors, etc. Screens calls and visitors according to office procedure. Exercises discretionary decision-making ability in replying to telephone and written inquiries.- Assists physicians and administrators as required and assists in handling all confidential matters.

• Team Lead

  • Jan 2019 - Feb 2020

  - Mentor and advise Referral Office Liaisons as a subject matter expert regarding call management, MetroHealth Practices and other key capabilities for team members.- Assist with analyst duties, including monitoring and maintaining call center service metrics.- Run daily department reports relating to productivity for upper management.- Assist in continued development and training of new hire employees relating to work flow and education.- Provide support for MyChart inquiries and password resets and chart access.- First point of escalation for manager calls or patient inquiries.- Provide monthly quality listening of calls relating to MetroHealth call center policies and procedures.- Act as a liaison for MetroHealth regarding outside referral processes / procedures.- Create and update standard operating procedure guidelines, ensuring new and updated information is clear and accurate.- Assist in the frontline interviewing process.- Organize and lead weekly huddles to update team members of process or department changes.- Identify and drive process improvement opportunities when applicable.- Support and provide back up for Supervisors as needed.

• Referral Specialist

  • Jan 2018 - Jan 2019

  - Manage, schedule and process patient appointments for MetroHealth doctors and nurses.- Communicates with physicians, staff, insurance companies, pharmacies and other departments.- Capture complete demographic, insurance and guarantor information contact with patient to assure accuracy of information.- Accurately process refill requests from patients and pharmacies to be filledwithin 72-hour timeframe. Applies critical thinking to escalate Buzz Word calls to team nurses for triage and medical advice.- Apply first call resolution techniques in a professional manner to assure all questions or inquiries are addressed.- Demonstrates positive customer relationship skills with all telephone encounters.- Provided phone shadowing and new employee training.- Assisted the referral line with calls and scheduling.- Chosen to work on special projects (CRM reports).



Cleveland Clinic

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

• Patient and Provider Representative

  • Dec 2013 - Jan 2018

  - Priority appointment scheduling for new and existing Patient Facilitated Services, GPS, and Executive Health patients.- Scheduled appointment request via fax, email, CC Web request, OnBase, and telephone calls.- Appointment registration and scheduling for all Institutes. Capture and verified patient demographics, and insurance data.- Determined appointment type and urgency for new and existing patient and scheduled appointments. - Priority appointment scheduling for new and existing Patient Facilitated Services, GPS, and Executive Health patients.- Scheduled appointment request via fax, email, CC Web request, OnBase, and telephone calls.- Appointment registration and scheduling for all Institutes. Capture and verified patient demographics, and insurance data.- Determined appointment type and urgency for new and existing patient and scheduled appointments.



Mccarthy, Burgess & Wolff

• Inbound Call Center Representative

  • Mar 2007 - Dec 2013

  - Responsible for reaching out to customers to collect payment for overdue bills, loans, or other payments. Act as the liaison between creditors and customers and manages overdue accounts.- Utilized computer systems to handle skip tracing.- Ensured all customer information was correct, including phone numbers and addresses.- Exceeded monthly collection goals on a regular basis. - Responsible for reaching out to customers to collect payment for overdue bills, loans, or other payments. Act as the liaison between creditors and customers and manages overdue accounts.- Utilized computer systems to handle skip tracing.- Ensured all customer information was correct, including phone numbers and addresses.- Exceeded monthly collection goals on a regular basis.