Amanda Saylor
Bon Secours Mercy Health
Sherwood,OH
26
years of professional experience
Results-driven Customer Service Representative with a strong background in healthcare. Skilled in enhancing employee engagement through effective training and morale-building strategies. Proven ability to establish rapport with patients and business partners, contributing to customer satisfaction and company success. Committed to delivering positive experiences and fostering collaborative relationships.
Work History
Coordinator Physician Services Ops, Toledo Market
3 Years 5 Months- Participate in the PB Revenue Cycle Leads, formerly Work Queue (WQ) Oversight Committee, which meets biweekly and serves as a forum to collaborate with other market representatives, review WQ trends and issues, align on operational priorities, help with resolution strategies, and share critical ministry updates.
- Supported ongoing operations by distributing newly issued Epic/ENS guidance and workflow changes/SOPs through ministry communication channels.
- Serve as a primary liaison between multiple teams such as Revenue Cycle teams, Ensemble, Epic, leadership, and practices within their respective markets.
- Communicated and reinforced Revenue Cycle initiatives, BSMH policies, SOPs, and operations performance to enhance understanding and adherence.
- Supported issue escalation, feedback, and clarification to address performance and revenue challenges effectively.
- Collaborated on process improvement, standardization, and issue prevention initiatives to optimize operations within the market.
- Denial Management – Monthly data analysis to find trends, workflow improvements on, credentialing opportunities.
- Selected as Ministry lead working with Project Elevate on Registration, Authorization, Financial Clearance, Medical Necessity sub-work streams.
- Active participant on PBB Committee Call – moving all PBB departments to Project Phoenix and working through logic & build issues.
- Change leader: UHC Referral changes, RTE Build changes, Epic Payer/Plan changes & RTE Copay issues.
Business Office Manager
2 Years 9 Months- Managed centralized registration for Defiance Campus
- Supervised staff and monitored knowledge of registration processes, providing support and feedback.
- Support satellite offices with registration questions
- Strong revenue cycle background with ability to identify issues and work closely with Ensemble and Mercy leadership for resolution
- Vast knowledge of insurance, coding & provider based billing for all departments on Defiance campus
- Managed and monitored front desk KPIs for Defiance Campus, focusing on reducing registration denials and improving first pass payment rates
- Worked and monitored registration & PBB Workqueues
- Leveraged strong revenue cycle background to identify issues and collaborate with Ensemble and Mercy leadership for timely resolution
- Patient Advocate and support for billing issues
Supervisor Patient Access
9 Months- Managed and scheduled Patient Access for hospital outpatient departments at Mercy Defiance Hospital
- Conducted quarterly reviews and led monthly department meetings.
- Managed front desk KPIs related to estimate completion, quality audits, staff turnover, and collections, enhancing operational effectiveness
- Handled registration workqueues on a daily basis.
- Ensured continuous staff availability through on-call rotations
- Implemented process improvements in lab operations, introducing a third window to enhance patient experience
- Collaborated on Dyad process improvements within Mercy Defiance Campus, contributing to enhanced KPI outcomes
Business Office Supervisor
19 Years 6 Months- Managed insurance payment processing and claim follow-up
- Managed payor workqueues to ensure work was timely by both claim age and dollar
- Participated in software upgrade conferences to learn about changes and applied new workflows.
- Managed Check-In and Patient Service processes, including financial assistance
- Managed front desk KPIs, emphasizing process improvements and staff training as necessary
- Assisted satellite offices with registration and billing issues to ensure smooth operations.
- Worked with Ensemble and Mercy leaders on patient billing concerns and process improvements
Education
Bachelor of Science - Business Administration / Finance
Lean Six Sigma Green Belt - Project Management
Skills
Revenue cycle management
Great working knowledge of Epic Acute and Ambulatory
Microsoft Office and Anodyne Analytics
Fast learner and excellent ability to problem solve
especially as it relates to revenue cycle issues
Multitasking and organization
Customer service
Data analysis
Epic systems proficiency
Quick problem solver
Timeline
Coordinator Physician Services Ops, Toledo Market
Bon Secours Mercy Health
05.2023 - CurrentRead More
Business Office Manager
Mercy Health Defiance
08.2020 - 05.2023Read More
Supervisor Patient Access
Ensemble
11.2019 - 08.2020Read More
Business Office Supervisor
Mercy Health Physician Partners
05.2000 - 11.2019Read More
Bowling Green State University
Bachelor of Science from Business Administration / Finance
Read More
Bon Secours Mercy Health PIO
Lean Six Sigma Green Belt from Project Management
Read More