Summary
Overview
Work History
Education
Skills
Timeline
Generic

Courtney Lutton

Mechanicsville,VA

Summary

Highly-motivated team member with the desire to take on new challenges. I have a strong work ethic, adaptability and exceptional interpersonal skills. Offering top-notch customer service while working in a demanding, time sensitive position.

Overview

32
32
years of professional experience

Work History

Front Office Coordinator

Richmond Heart and Vascular Associates
Mechanicsville, VA
04.2023 - Current
  • Greet and check in patients, updating patient information in computer system.
  • Verifying insurance coverage and eligibility up to 5 days before scheduled appointment. Collect account balances and copays. Update new insurance policy information and eligibility upon patient arrival.
  • Schedule patient appointments, verifying accuracy of appointment times with providers.
  • Answer incoming calls, responding to inquiries from patients and other medical offices.
  • Prepare registration packets for next day appointments.
  • Assist with filing of medical records and documents, maintaining accurate electronic files.
  • Clean reception area and coffee bar daily.
  • Notify the provider of patient arrival and monitoring patient wait time.

  • Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
  • Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
  • Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
  • Trained new staff on office procedures, software programs and customer service protocols.
  • Reviewed employee time sheets for accuracy before submitting them for payroll processing.
  • Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
  • Performed administrative tasks such as preparing correspondence or maintaining personnel files.
  • Interviewed and trained medical office teams and conducted performance reviews.
  • Worked with management team to improve workflows and eliminate unnecessary tasks.

Team Lead/Medical Secretary

Glen Allen Pediatrics
Glen Allen, VA
05.2017 - 04.2023
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed office strategies to increase productivity and efficiency in the front office.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Ensured compliance with company policies and procedures throughout the team.
  • Supported the providers in developing plans for future projects, initiatives and objectives.
  • Maintained accurate records of employee attendance and task completion times.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Oversaw training and development programs to enhance team skills and knowledge.
  • Motivated staff through positive reinforcement techniques.
  • Verified insurance coverage for appointments and collected co-payments and balances as required.
  • Answered incoming calls, responding to inquiries from patients and other medical offices.
  • Performed data entry tasks related to billing and collections procedures.
  • Processed referrals for specialist care when requested by physicians or patients.
  • Maintained supply inventory for office area, ordering items as needed.
  • Checked patients in and out for appointments and collected co-payments.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
  • Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
  • Entered insurance, demographics and health history into patient database.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.
  • Trained new staff on office procedures, insurance processes and medical terminology.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Generated monthly invoices for patients based on services provided according to established fee schedules.
  • Monitored aging accounts receivable balances ensuring timely resolution of outstanding balances.
  • Worked closely with clinical staff to ensure accurate coding practices were followed.
  • Prepared daily reports summarizing payments received from insurers or other sources.
  • Identified errors and re-filed denied or rejected claims quickly to prevent payment delays.
  • Prepared billing statements for patients, ensuring correct diagnostic coding.
  • Posted charges, payments and adjustments.
  • Applied payments, adjustments, and denials into medical manager system.
  • Maintained timely and accurate charge submission through electronic charge capture, including billing, and account receivables (BAR) system and clearing house.
  • Submitted refund requests for claims paid in error.

Real Estate Agent

Era Woody Hogg & Associates
Mechanicsville, VA
04.2014 - 06.2018
  • Advised clients on market conditions, prices, mortgages, legal requirements and related matters.
  • Developed networks with appraisers, lenders, and home inspectors to facilitate real estate transactions.
  • Conducted property inspections to ensure compliance with applicable regulations and standards.
  • Negotiated purchase agreements and contracts with buyers and sellers.
  • Managed marketing strategies for properties including advertising campaigns and open houses.
  • Generated leads through networking activities such as cold calls and referrals from past clients.
  • Provided guidance to clients throughout the entire buying or selling process.
  • Ensured all transactions followed state laws regarding real estate practices.
  • Performed administrative duties such as preparing paperwork for listing presentations, tracking sales data and updating internal databases.
  • Coordinated appointments to show homes to prospective buyers.
  • Responded promptly to client inquiries via phone or email.

Collections Manager/Billing Specialist

Virginia Cardiovascular Specialists
Glen Allen, VA
06.2011 - 06.2014
  • Managed accounts receivable, collections and credit activities.
  • Developed procedures to ensure timely collection of payments from patients.
  • Analyzed customer payment trends and developed strategies to reduce overdue accounts.
  • Submitted monthly collections report to physicians for review and approval.
  • Created reports for management on past due accounts.
  • Resolved escalated disputes between patient and the practice concerning collections matters.
  • Trained new staff members on proper collection techniques, policies, and procedures.
  • Collaborated with legal department to initiate litigation against delinquent customers when necessary.
  • Responded to patient inquiries about billing issues, account status, and payment options.
  • Trained new and existing employees on the practice management system.
  • Reported a weekly audit of physicians with missing hospital and clinic charges.
  • Responded to customer inquiries about billing issues, account status, and payment options.
  • Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
  • Submitted refund requests for claims paid in error.
  • Posted charges, payments, and write-ups.
  • Communicated with insurance representatives to complete claims processing or resolve problem claims.
  • Completed and submitted appeals for denied claims.
  • Collected, posted, and managed insurance and patient payments.
  • Monthly report to providers with missing slips.

Medical Biller and Coder

Pediatric Center
Glen Allen, VA
04.1993 - 11.2006
  • Reviewed medical records and identified diagnosis codes, procedures, services and supplies for coding.
  • Verified accuracy of patient information and insurance data in billing system.
  • Submitted claims to insurance companies electronically or by mail.
  • Reconciled accounts receivable to ensure accuracy of payments received.
  • Maintained up-to-date knowledge of coding regulations and changes in reimbursement policies.
  • Provided customer service support to patients regarding billing inquiries.
  • Processed corrections and adjustments as needed to ensure accurate payment from third-party payers.
  • Interpreted physician orders, notes, lab results, radiology reports. For appropriate code assignment.
  • Worked closely with physicians to obtain additional clinical information when needed for accurate coding assignments.
  • Ensured timely filing of all claims within established guidelines.
  • Filed and submitted insurance claims.
  • Greeted and checked in patients, updating patient information in computer system.
  • Verified insurance coverage for appointments and collected co-payments as required.
  • Answered incoming calls, responding to inquiries from patients and other medical offices.
  • Performed data entry tasks related to billing and collections procedures.
  • Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.

Education

Associate of Arts - Hospital Administration

MCED
Fresno, CA

Skills

  • Medical Billing
  • Billing Support
  • Insurance Verification
  • Medical Terminology
  • Payment Collection
  • HIPAA Compliance
  • Referral Verification
  • Account Management
  • Records Maintenance
  • Appointment Scheduling
  • Workflow Optimization
  • Telephone Etiquette
  • Excellent customer service
  • Office Administration
  • Patient Relations
  • Petty Cash Management
  • Front Desk Operations
  • Inventory Oversight
  • Team Supervision
  • Staff Training
  • Workflow Planning
  • Scheduling
  • Oral and Writing Communication
  • Exceptional patient Support
  • Staff Training and Development
  • Claims review
  • Claims Processing
  • Medicaid billing procedures

Timeline

Front Office Coordinator

Richmond Heart and Vascular Associates
04.2023 - Current

Team Lead/Medical Secretary

Glen Allen Pediatrics
05.2017 - 04.2023

Real Estate Agent

Era Woody Hogg & Associates
04.2014 - 06.2018

Collections Manager/Billing Specialist

Virginia Cardiovascular Specialists
06.2011 - 06.2014

Medical Biller and Coder

Pediatric Center
04.1993 - 11.2006

Associate of Arts - Hospital Administration

MCED
Courtney Lutton