Experience

TGH Cancer Institute (Cancer Center of South Florida)

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Patient Financial Navigator

  • Jun 2022 - Present



MJHS

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

• Customer Service Supervisor

  • Apr 2019 - Jun 2022

  Maximize provider satisfaction while directly overseeing 23 Customer Service Representatives and Senior Customer Service Representatives in a call center environment. ▪ Respond to any escalated provider issues, identifying and solving current and potential problems to ensure customer happiness and retention. ▪ Skillfully integrate department services into the organization’s strategic mission by establishing goals that align with organizational objectives and continuously monitoring… Show more Maximize provider satisfaction while directly overseeing 23 Customer Service Representatives and Senior Customer Service Representatives in a call center environment. ▪ Respond to any escalated provider issues, identifying and solving current and potential problems to ensure customer happiness and retention. ▪ Skillfully integrate department services into the organization’s strategic mission by establishing goals that align with organizational objectives and continuously monitoring progress. ▪ Monitor department productivity, deliver appropriate staffing and resources, and promote employee satisfaction to effectively support all department and agency services, raising ratings 15%. ▪ Interview qualified candidates and participate in the selection process with HR and department leadership. ▪ Maintain compliance with all customer service standards by utilizing supportive corporate services, including HR, Compliance, Legal, Finance, Information Services, and Marketing. ▪ Effectively communicate and collaborate with colleagues to achieve shared goals and complete relevant projects. ▪ Lead orientation sessions and provide ongoing training, coaching, and development to all staff members while managing the performance of direct and indirect reports, implementing corrective actions as needed. ▪ Contribute to the annual budget preparation process, presenting detailed financial and operating reports to relevant leadership to inform budget decisions. Show less Maximize provider satisfaction while directly overseeing 23 Customer Service Representatives and Senior Customer Service Representatives in a call center environment. ▪ Respond to any escalated provider issues, identifying and solving current and potential problems to ensure customer happiness and retention. ▪ Skillfully integrate department services into the organization’s strategic mission by establishing goals that align with organizational objectives and continuously monitoring… Show more Maximize provider satisfaction while directly overseeing 23 Customer Service Representatives and Senior Customer Service Representatives in a call center environment. ▪ Respond to any escalated provider issues, identifying and solving current and potential problems to ensure customer happiness and retention. ▪ Skillfully integrate department services into the organization’s strategic mission by establishing goals that align with organizational objectives and continuously monitoring progress. ▪ Monitor department productivity, deliver appropriate staffing and resources, and promote employee satisfaction to effectively support all department and agency services, raising ratings 15%. ▪ Interview qualified candidates and participate in the selection process with HR and department leadership. ▪ Maintain compliance with all customer service standards by utilizing supportive corporate services, including HR, Compliance, Legal, Finance, Information Services, and Marketing. ▪ Effectively communicate and collaborate with colleagues to achieve shared goals and complete relevant projects. ▪ Lead orientation sessions and provide ongoing training, coaching, and development to all staff members while managing the performance of direct and indirect reports, implementing corrective actions as needed. ▪ Contribute to the annual budget preparation process, presenting detailed financial and operating reports to relevant leadership to inform budget decisions. Show less



The Mount Sinai Hospital

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

• Supervisor, Insurance Verification

  • 2016 - 2019

  Managed all aspects of day-to-day operations within the Patient Financial Services Insurance Verification Unit, including completing daily and monthly financial and performance reports and optimizing unit revenue inflow. ▪ Delegated daily tasks to the unit’s 15 employees for screening and review and independently liaised with medical personnel to resolve any ongoing impediments to upcoming patient procedures. ▪ Interviewed job candidates and offered hired recommendations based on… Show more Managed all aspects of day-to-day operations within the Patient Financial Services Insurance Verification Unit, including completing daily and monthly financial and performance reports and optimizing unit revenue inflow. ▪ Delegated daily tasks to the unit’s 15 employees for screening and review and independently liaised with medical personnel to resolve any ongoing impediments to upcoming patient procedures. ▪ Interviewed job candidates and offered hired recommendations based on in-depth evaluations. ▪ Handled administrative duties in the unit, such as promptly responding to phone and email inquiries, conducting root cause analyses of denials, and fulfilling self-pay bill package requests. ▪ Served as the key point of contact between clinicians and insurance carriers, expertly and clearly communicating with all parties to maximize the hospital’s fiscal security. ▪ Employed custom software to identify and track patients’ insurance carriers, eligibility, demographics, prior history, pending procedures, billing history, and previous payments. ▪ Designed personalized spreadsheets for calculating patient self-pay rates, self-pay cosmetic packages, and DRG based estimates.

• Accounting Clerk

  • 2015 - 2016

  Answered a high volume of calls and responded to inquiries from patients, doctors, and insurance companies using comprehensive knowledge of medical terminology and healthcare operations. ▪ Verified and analyzed patient accounts and determined appropriate corrective actions to troubleshoot issues. ▪ Created MS Excel spreadsheets to manage tasks, track accounts, and complete projects while complying with all deadlines and regulations for billing. ▪ Processed payments, allotted cash… Show more Answered a high volume of calls and responded to inquiries from patients, doctors, and insurance companies using comprehensive knowledge of medical terminology and healthcare operations. ▪ Verified and analyzed patient accounts and determined appropriate corrective actions to troubleshoot issues. ▪ Created MS Excel spreadsheets to manage tasks, track accounts, and complete projects while complying with all deadlines and regulations for billing. ▪ Processed payments, allotted cash posting revenue, and settled delinquent accounts by providing payment agreements, settlements, and potential credits to satisfy patient debts. ▪ Assessed and redirected adverse situations, consistently achieving positive outcomes and mutual agreement.