Summary
Overview
Work History
Education
Skills
References
Languages
References
Timeline
Generic

Amanda Hess

Kentwood

Summary

Dynamic Patient Services Manager with extensive experience at MedData, excelling in team leadership and coaching. Proven track record in enhancing customer service quality and resolving complex billing issues. Proficient in EPIC and Microsoft Office Suite, while demonstrating exceptional communication skills and a commitment to HIPAA compliance.

Overview

15
15
years of professional experience

Work History

Patient Services Support Specialist

Diligent
05.2024 - 06.2025
  • Processed patient correspondences and managed company email from client services.
  • Billed insurance for pathology charges and adjusted non-covered clinical pathology charges.
  • Returned calls from patients, law offices, and insurance providers to address inquiries.
  • Reviewed Explanation of Benefits for billing errors and worked daily reports on patient disputes.
  • Verified insurance coverage using EPIC, Discovery, Real Time Eligibility system, and pathology reports.
  • Updated patient accounts with demographic information and ensured accurate billing to insurance.
  • Applied discounts for self-pay patients approved for financial assistance.
  • Handled incoming faxes, providing fee letters and statements to law offices and insurance companies.

Patient Services Manager

MedData/Elevate
Grand Rapids
07.2016 - 08.2023
  • Manage & mentor a team of 4 to 9 Call Center Supervisors: keep track of attendance; handle disciplinary issues and write ups; hold meetings to update the team on procedure changes, new business, and changes in the call center & to review the performance of their PSR staff
  • Maintain coaching logs of my Supervisor staff to show meeting topics discussed and of all performance praises, coaching's and discipline
  • Review daily production and adherence reports
  • Review call recordings of Supervisors and PSR's to ensure that good customer service is being given along with other things such as correct scripting and information is being given
  • Interview applicants outside of MedData and those who are currently employed looking to promote

Patient Services Supervisor

MedData
Grand Rapids
03.2016 - 07.2016
  • Managed attendance counseling and disciplinary action meetings with my superior and the specialist(s)
  • Created training documents and manual and kept them updated for future department growth
  • Worked with the Grand Rapids Analytics team to build new dashboards and spreadsheets to make the tracking of Client status and production less time consuming
  • Currently working with IT to get the remote and off shore employees set up with Client Contact Center to ensure that employees are managing time efficiently
  • Handled calls with insurance companies managers/supervisors to resolve ongoing account issues to avoid getting the patient involved or writing off the charge preventing our clients from getting paid
  • Responsible for handling Red Flag/Identity Theft issues that come from the call center on Pathology accounts; including following up with the hospital, reviewing medical reports, etc
  • Worked accounts with the team to help keep clients current, as well as stay refreshed on the procedures and guideline for each client
  • Work closely with my superior and other management staff; on side projects and ideas for department improvements
  • Manage a team of 9 Patient Service Representatives: keep track of attendance; handle disciplinary issues and write ups; hold bi-weekly team meetings to update the team on procedure changes, new business, call center changes, and run team building exercises; pull and score recorded calls; coach and set monthly goals for improvement for each representative on the team
  • Head up the Pathology billing support system for the Grand Rapids location: help with trainings and refresher courses; work closely with other offices to improve procedures that will help our staff to excel in customer service and work efficiency; keep call center updated and informed on changes & provide explanations on the grey areas of Pathology accounts
  • Work with patients from multiple health care providers settling medical bills
  • Handle escalated supervisor calls
  • Work closely with healthcare insurance companies to resolve billing issues for patients
  • Interview and train new patient service representatives and team leads
  • Assist with the help line for representatives that have questions & the survey line for patients giving feedback on their ER visits

A/R Pathology Insurance Follow up Supervisor

MedData
Grand Rapids
09.2014 - 03.2016
  • Work closely with recruiting and HR on miscellaneous duties (paperwork, unemployment hearings, etc.)
  • Handle termination, layoffs of employees
  • Ran PSR and Supervisor training sessions along with Team Building events
  • Take Manager escalation calls from patients and health insurance company representatives
  • Work with Client Services Directors, Client Services Managers, & Escalation Managers to resolve escalated issues
  • Manage one off projects with new clients, other departments, and remote employees as needed
  • Participate in brainstorming meetings to come up with new moral boosting for the call center and procedural changes that might be beneficial for the employees
  • Complete yearly appraisals and present compensation increases
  • Filled in for Patient Services Manager to handle the mentoring of Call Center Supervisors and to assist with highly escalated issues in his absence
  • Work with Client Services Directors, Client Services Managers, & Call Center Managers to resolve escalated issues
  • Handle escalated supervisor calls
  • Manage a team of 9 Patient Service Representatives: keep track of attendance; handle disciplinary issues and write ups; hold bi-weekly team meetings to update the team on procedure changes, new business, call center changes, and run team building exercises; pull and score recorded calls; coach and set monthly goals for improvement for each representative on the team
  • Complete yearly appraisals and present compensation increases
  • Mentor PSR's and encourage them to focus on their professional promotional goals
  • Work with patients from multiple health care providers settling medical bills
  • Work closely with healthcare insurance companies to resolve billing issues for patients
  • Volunteer at the job fairs to interview possible new patient service representatives
  • Assist with the help line for representatives that have questions & the survey line for patients giving feedback on their ER visits
  • Helped mold the Grand Rapids A/R Insurance Follow Up team as and trained alongside them as the team was developed in the Grand Rapids office
  • Travelled to the Peoria office for additional training and planning for the future of the Pathology Department
  • Began by managing a team of two Insurance Follow-up Specialists: tracked attendance; handled coaching session, held weekly team meetings to discuss account/procedural questions, suggestions of procedural changes, production and goals
  • Added an additional four remote/off site Insurance Follow up Specialists to the team in October 2015

Patient Services Supervisor

MedDirect/MedData
Grand Rapids
06.2010 - 09.2014
  • Managed attendance counseling and disciplinary action meetings with my superior and the specialist(s)
  • Created training documents and manual and kept them updated for future department growth
  • Worked with the Grand Rapids Analytics team to build new dashboards and spreadsheets to make the tracking of Client status and production less time consuming
  • Currently working with IT to get the remote and off shore employees set up with Client Contact Center to ensure that employees are managing time efficiently
  • Handled calls with insurance companies managers/supervisors to resolve ongoing account issues to avoid getting the patient involved or writing off the charge preventing our clients from getting paid
  • Responsible for handling Red Flag/Identity Theft issues that come from the call center on Pathology accounts; including following up with the hospital, reviewing medical reports, etc
  • Worked accounts with the team to help keep clients current, as well as stay refreshed on the procedures and guideline for each client
  • Work closely with my superior and other management staff; on side projects and ideas for department improvements
  • Manage a team of 9 Patient Service Representatives: keep track of attendance; handle disciplinary issues and write ups; hold bi-weekly team meetings to update the team on procedure changes, new business, call center changes, and run team building exercises; pull and score recorded calls; coach and set monthly goals for improvement for each representative on the team
  • Head up the Pathology billing support system for the Grand Rapids location: help with trainings and refresher courses; work closely with other offices to improve procedures that will help our staff to excel in customer service and work efficiency; keep call center updated and informed on changes & provide explanations on the grey areas of Pathology accounts
  • Work with patients from multiple health care providers settling medical bills
  • Handle escalated supervisor calls
  • Work closely with healthcare insurance companies to resolve billing issues for patients
  • Interview and train new patient service representatives and team leads
  • Assist with the help line for representatives that have questions & the survey line for patients giving feedback on their ER visits
  • Co-leader of MedData Excite team: come up with ideas to help boast moral in the call center such as call center competitions, fun events, and fundraisers

Education

Associates Degree - Criminal Justice

University of Phoenix
Grand Rapids, MI
06-2010

Diploma -

East Kentwood High School
Kentwood, MI

Skills

  • Communication skills
  • Customer service and support
  • Recruitment and interviewing
  • HR management tasks
  • HIPAA compliance knowledge
  • Needs assessment
  • Service presentation
  • Supervisory and managerial tasks
  • Coaching and mentoring
  • Policy enforcement
  • Data entry and management
  • Multitasking abilities
  • Remote work proficiency
  • Microsoft Office Suite expertise
  • SharePoint collaboration
  • GPMS and Artiva systems knowledge
  • Teams collaboration tools
  • Centricity and Visit View familiarity
  • EPIC and McKesson systems experience
  • Med Suite and Nextgen proficiency
  • EBridge and Verint software skills
  • Finesse application usage
  • Ability to work under pressure

References

Available upon request

Languages

English
Full Professional

References

References available upon request.

Timeline

Patient Services Support Specialist

Diligent
05.2024 - 06.2025

Patient Services Manager

MedData/Elevate
07.2016 - 08.2023

Patient Services Supervisor

MedData
03.2016 - 07.2016

A/R Pathology Insurance Follow up Supervisor

MedData
09.2014 - 03.2016

Patient Services Supervisor

MedDirect/MedData
06.2010 - 09.2014

Associates Degree - Criminal Justice

University of Phoenix

Diploma -

East Kentwood High School

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Amanda Hess