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, CASkills
- 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
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