Andrea Addison
Milwaukee,WI
Summary
- 15 years' plus hospital, Clinical and emergency setting.
- 15 years' plus experience with patient accounts.
- 15 years' plus experience with scheduling and patient care.
- 15 years plus with clerical/office/secretary experience.
- 10 years' plus training new employees experience.
- 10 years' plus with staff support, problem solving and call center.
- Extremely self-motivated with the ability to work closely with team members and diverse groups, as well as independently.
- Proven ability to multi-task, performs well under pressure, and meets deadlines.
- Excellent organizational, verbal, and written skills, including Microsoft Office.
- Professional demeanor, strong communication skills, medical terminology, as well as respect for patient confidentiality.
Overview
18
18
years of professional experience
Work History
Lead Patient Access Representative
R1RCM
08.2021 - Current
- Enhanced patient satisfaction by streamlining registration processes and ensuring timely appointments.
- Reduced wait times for patients through efficient scheduling and coordination with clinical staff.
- Improved revenue cycle management by verifying insurance eligibility and obtaining necessary authorizations.
- Collaborated with interdisciplinary teams to optimize patient care, communication, and resource utilization.
- Managed high call volumes effectively while maintaining a positive attitude and professional demeanor at all times.
- Maintained strict adherence to HIPAA regulations, protecting sensitive patient information from unauthorized access or disclosure.
- Served as a liaison between patients, providers, and administrative staff to ensure seamless coordination of care across multiple departments.
Customer Service Rep/Patient Accounts
Columbia St. Mary's Hospital
01.2006 - 08.2021
- Prompt & sharp correspondence to incoming & outgoing calls
- Accepting payments on accounts
- Seeking for more accurate information to bring outdated accounts current
- Served as a liaison between patients, doctors and insurances
- Talking with insurances to make sure claims are paid in a timely manner
- Faxing documentation
- Correcting addresses, credit balances, and talking to attorneys
- Transferring accounts to collectors
- Analyzed patient and family feedback to identify opportunities for staff recognition as well as areas for improvement
- Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs
- Identified process improvements in the day-to-day functioning of the department
- Used word processing software and printing equipment to create, copy, edit, store, retrieve, and print a variety of standardized documents
- Uses database or spreadsheet software to enter, revise, sort, or calculate, and retrieve data for standard reports
- Provided answers to a wide variety of inquiries
- Provides explanations of office functions, describing specific requirements, providing basic instructions, or a similar degree of detail
- Performs data entry and typing tasks as needed
- Examined accuracy of claims and other requests for payment for (1) services provided by the Government; (2) reimbursement of expenditures made by beneficiaries and non-beneficiaries for such purposes as medical care and treatment
- Post payments and adjustments related to and in conjunction with posting of payments in accordance with hospital policy and procedures
- Monitored accounts balances, review posting to ensure accuracy and recommend appropriate corrective action
- Audited all documents received for completeness and accuracy; analyze and select guide to determine whether payments are full or partial in accordance with hospital policy and procedures
- Prepared weekly, monthly, quarterly and annual reconciliation and recapitulation of third party billing to assure those collections, billed data, and the computerized and manual reports are in balance
- Reviewed and examined various bill types of patient care to third party payers and performs third party collection posting to the automated account receivable program
- Maintained accounts by reviewing documents to verify accounting data as necessary, entering data into the system
- Reconciled accounts comparing account balances with related data to assure agreement; reviewing records and source documents to identify the sources of discrepancies; and determining the entries required to bring the account to balance.
Program Support Assistant
Department of Veterans Affairs- Clement J. Zablocki
09.2017 - 08.2021
- Maintains current directory of contact information to include name, address, and phone numbers of institutions, contact persons and estimated cost of procedures
- Primary coordinator for scheduling of the off-station procedures in the Medical Center and all Community Based outpatient Clinics
- Provides guidance and instructions to the clinical staff and it subordinates in administrative policies and procedures
- Serves as a link between providers, Division Managers, Chief of Staff, and Fee Service
- Stays knowledgeable of changes in law and regulations
- Responsible for accurate and timely processing requests
- Obtains medical records.
Advanced MSA
Department of Veterans Affairs- Clement J. Zablocki
05.2015 - 09.2017
- Works collaboratively in a coordinated interdisciplinary care delivery model with Triage Registered Nurses to deliver Veteran Patient Care using telephone communication and electronic data entry
- Position is a complex role requiring an understanding of VA and program policies, telephone call agent principles, exercising independent decision-making and multidisciplinary collaboration
- Demonstrates exceptional interpersonal and customer service communication skills providing accessibility to care and meeting both clinical and administrative Veteran care needs
- Utilizes health care systems knowledge in assessing patient caller needs
- Determines the nature of calls and assists with communicating needs of the Veteran related to the administrative call types, including but not limited to; appointments, medication refills/renewals, etc
- Uses computer technology (TRM, SharePoint, electronic links to customer sites) to assure continuity of care through accurate documentation in TRM patient record system
- Prioritizes and makes decisions based on the caller needs, forwarding calls to RN for patient/callers that have clinical or potentially emergent or urgent care needs
- Acts as a patient advocate and tries to resolve patient needs to the best of their ability
- Participates in quality assurance activities of the telephone care program on an ongoing basis and recommends changes to improve the program when indicated
- Promptly reports all accidents and notifies the supervisor of unsafe/unhealthful conditions in the workplace
- Develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies
- Assist with communication during the inpatient to outpatient discharge
- Communicate with non-VA medical facilities to facilitate/process secure messaging with the patient and team
- Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs
- Collaborate with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record
- Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g X-ray, lab work); manage electronic wait list to verify and validate accuracy and resolve issues; participate and provide input in problem solving on operational issues or procedures
- Perform administrative follow up actions; participate in and independently follow up on team huddles by sharing information and collaborating with the medical team to assure continuity of care
- Schedules appointments
- Prepares release of medical information documents
- Notifies patients of appointments and clinic cancellations
- Receives telephone contacts, assists callers or refers to proper sources.
Education
Cardinal Stritch University
Milwaukee, WIBradley Tech High School
Milwaukee, WI06.2001
Skills
- Process Improvement
- Interpersonal Skills
- Complaint Handling
- Conflict Resolution
Job Related Certifications
LAW PROGRAM: LEARNING AT WORK 07/2017
Timeline
Lead Patient Access Representative
R1RCM
08.2021 - Current
Program Support Assistant
Department of Veterans Affairs- Clement J. Zablocki
09.2017 - 08.2021
Advanced MSA
Department of Veterans Affairs- Clement J. Zablocki
05.2015 - 09.2017
Customer Service Rep/Patient Accounts
Columbia St. Mary's Hospital
01.2006 - 08.2021
Cardinal Stritch University
Bradley Tech High School