Amanda Austin

Work History

Community Liaison

Mindpath Heath

08.2023 - Current

Partner closely with Referrals Manager, Referral and Payor Relations Director and VP and Growth Team Leadership and help to determine key accounts in assigned areas.
An active member for multiple state’s growth team (NC, SC, FL, TX, AZ) that required traveling.
Develop partnerships with referral sources, case managers, social workers, physicians, and any other referral sources.
Maintain liaison relationship with referral sources providing information and education on organization services, coverage issues and related areas.
Work with Referral Manager, Growth Team, Clinical Team, and Operations to create a strong referral process providing “white glove” service to referral sources.
Effectively communicate with patients, hospitals, insurance companies, and other providers regarding referral process and outcomes.
Complete the referral loop by following up for incomplete referrals and responding with referral outcomes ( i.e. patient was scheduled, we were unable to contact patient)
Work closely with internal clinicians to place existing patients for a new line of service.
Act as a direct contact for internal clinicians seeking support.
Keep track of clinician credentialing updates, employment status’s, and schedule utilization.
Responsible for clinician onboarding and referral creation training.
Oversee multiple key accounts simultaneously.
Ensure that all referral forms are uploaded to the patients chart in a timely manner, after patient is scheduled.
Respond to In-house provider questions, requests and concerns regarding the status of patient referrals, care coordination or follow-up status.
Arrange outgoing referrals as indicated by the provider, utilizing patients’ insurance and diagnosis codes to ensure proper placement.
Provide intensive tracking and follow-up on all patients designated as a key account.
Maintain accurate and timely data for properly tracking, reporting and conducting follow-up on all of the above activities.
Meet routinely with Key Accounts to discuss relevant metrics.
Report on metrics to be shared with leadership and executive level teammates.
Responsible for creating the training material and successfully training new Community Liaisons and referral management staff.

Referral Specialist Lead

Mindpath Health

07.2021 - 08.2024

Processed referrals for multiple mental health clinics throughout multiple states in the US.
Provided reliable support and information as a 1st contact for referral team members, upper management, clinicians and their staff.
Coordinated project work applying strong team leadership for enhanced success.
Trained staff on referral and intake process.
Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
Helped develop monthly schedules and assignments.
Used Microsoft Word and other software tools to create documents and other communications.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Prepared variety of different written communications, reports and documents.
Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
Performed scheduled patient safety checks and documented results to establish patients' well-being.
Scheduled office meetings and client appointments for staff teams.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used company software and databases to maintain records of services performed and patient conditions.

Referral Coordinator II

Duke Health System

12.2020 - 07.2021

Worked with medical teams, patients and families to implement effective treatment plans.
Scheduled appointments with specialists on behalf of clients.
Completed up to 100 referral requests each day for medical provider of Family Medicine and Urgent Care.
Trained multiple staff on referral and intake process.
Followed up with clients and specialists to inquire about experience and collect reports.
Called insurance companies to get precertification and other benefits information on behalf of patients.
Weighed patient need, provider availability and insurance coverage to determine optimal scheduling.
Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
Assisted clients in locating resources that accepted various insurances.
Built professional relationships with service providers.
Entered healthcare data using Epic Software to document referrals and results.
Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Mentored new hires, resulting in stronger staff development and increased productivity.
Followed up with patients about medical and healthcare processes.
Uploaded physician progress notes, history and physicals into electronic medical records.

Referral Coordinator

UNC Healthcare-UNC Physicians Network

06.2019 - 02.2021

Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
Trained staff on referral and intake process.
Followed up with clients and specialists to inquire about experience and collect reports.
Called insurance companies to get precertification and other benefits information on behalf of patients.
Scheduled appointments with specialists on behalf of clients.
Coordinated program referrals for community-based resources.
Organized clinical documentation, treatment plans, and referrals.
Notified and reminded clients of appointments.
Assisted clients in locating resources that accepted various insurances.
Built professional relationships with service providers.
Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Answered telephone calls to offer office information, answer questions and direct calls to staff.
Greeted visitors and initiated triage processes for clients to streamline patient flow.
Organized and maintained patient chart filing system to promote quick data finding for staff.
Oversaw in-person and curbside patient registration and processing.
Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
Inventoried and ordered medical and office supplies.
Protected individual confidentiality as prescribed by local, state and federal mandates.
Documented novel coronavirus screening assessments.
Provided COVID-19 FAQs and educational material to patrons and employees.
Supported office operations by expertly handling administrative needs.
Completed necessary reports and documentation on time and to specifications.

Revenue Cycle Specialist

UNC Healthcare-UNC Physicians Network

08.2018 - 06.2019

Balanced and reconciled accounts.
Identified and resolved payment issues between patients and providers.
Contacted responsible parties for past due debts.
Reached out to insurance companies to verify coverage.
Communicated with insurance providers to resolve denied claims and resubmitted.
Reviewed patient records, identified medical codes and created invoices for billing purposes.
Posted surgical charges for all practice providers.
Collected payments and applied to patient accounts.
Liaised between patients, insurance companies and billing office.
Reviewed patient diagnosis codes to verify accuracy and completeness.
Adhered to established standards to safeguard all patients' health information.
Trained new employees on multiple medical billing programs and data entry software.
Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
Filed and updated patient information and medical records.
Set up and maintained new electronic billing system.
Orchestrated day-to-day operations of billing department, including medical coding, payment posting, accounts receivables and collections.
Prevented financial delinquencies by working closely with managers to resolve billing issues before becoming unmanageable.

Assistant Practice Manager/ Referral Manager

Non-profit Community Center For UNC Health

11.2015 - 08.2018

Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
Coordinated with medical staff and patients to find cost-effective options for services.
Collected and verified completeness of intake and enrollment screening packets for facility.
Scheduled appointments with specialists on behalf of clients.
Linked families to relevant community support to meet non-medical needs.
Trained multiple staff members on referral and intake process.
Called insurance companies to get precertification and other benefits information on behalf of patients.
Followed up with clients and specialists to inquire about experience and collect reports.
Organized clinical documentation, treatment plans, and referrals.
Preserved and prepared reports and treatment records.
Coordinated program referrals for community-based resources.
Worked with medical teams, patients and families to implement effective treatment plans.
Documented case notes daily and coordinated follow-up for seamless case management.
Developed quality improvement plans, policies and operational guidelines.
Recorded, analyzed and distributed statistical information.
Connected individuals with available and relevant resources.
Acted as main point of contact between management, clinical staffs and external community.
Fielded phone calls and pleasantly greeted office visitors, answering questions and inquiries regarding community resources and services.
Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
Gathered patient information by collecting demographic information from variety of sources.
Maintained patient records in compliance with security regulations.
Uploaded physician progress notes, history and physicals into electronic medical records.
Reviewed charts and flagged incomplete or inaccurate information.
Maintained patient confidence by keeping patient records information confidential.

Optician Assistant/ Office Manager

Department Of Veterans Affairs Contractor

01.2013 - 11.2015

Provided expert administrative support to meet daily requirements and maximize team productivity.
Kept work areas clean, organized and safe to promote efficiency and team safety.
Received and submitted cash, credit and check payments.
Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
Identified issues during preliminary exam and addressed concerns with physician.
Cleaned or sterilized ophthalmic or surgical instruments.
Conducted binocular disparity tests to assess depth perception.
Worked well with patients, staff and manufacturer representatives to carry out successful office- and patient-related work each day.
Directed patients to exam rooms for initial evaluations and intake, including history, medication and symptom documentation, to aide physicians with carrying out efficient appointments.
Assessed patients for eye issues and checked visual acuity, color plates and papillary function.
Reviewed inventory levels to check medications and other materials, placed orders and restocked supplies to meet forecasted needs.
Resolved escalated customer issues promptly and professionally, maintaining a positive brand reputation within the community.

Customer Service Specialist

Sports Endeavors Inc.

01.2007 - 01.2013

Collected customer feedback and made process changes to exceed customer satisfaction goals.
Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
Described product highlights and benefits to help guide purchasing decisions.
Resolved concerns with products or services to help with retention and drive sales.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

Summary

Overview

Work History

Community Liaison

Referral Specialist Lead

Referral Coordinator II

Referral Coordinator

Revenue Cycle Specialist

Assistant Practice Manager/ Referral Manager

Optician Assistant/ Office Manager

Customer Service Specialist

Education

Associate Of Arts And Sciences - Business Administration

High School Diploma -

Skills

Accomplishments

Timeline

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