Andrea Osborne
Chillicothe
Summary
Organized Team Lead experienced in Customer Service. Many years experience in providing customer care and management. Strives to follow core values and achieve goals set forth by organization. Highly adaptable and focused on positive results on all aspects. Motivated and welcomes the opportunity to learn, teach and advance. Hardworking and eager to take charge.
Overview
22
22
years of professional experience
Work History
Patient Access Supervisor
Ensemble Health Partners
03.2023 - Current
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Established strong relationships with insurance providers through effective communication channels to expedite claim processing activities when necessary.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
- Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
- Served as a key resource for senior leadership in developing strategic plans for the growth and expansion of Patient Access services, contributing valuable insights based on firsthand experience managing daily operations.
- Improved revenue cycle management by overseeing accurate insurance verification processes, reducing billing errors, and ensuring prompt payment collection from patients.
- Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
- Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
- Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
- Utilized data analytics tools to identify trends in patient access metrics such as throughput times or first pass yield rates that informed decision-making around process improvements.
- Served as a liaison between patients, physicians, and administrative staff to address concerns or questions related to registration or billing issues effectively.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Communicated with patients, ensuring that medical information was kept private.
Team Lead Pre-Access
Adena Regional Medical Center
05.2021 - Current
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Performed daily metric reports to track productivity of calls received, money collected and accounts registered and pre registered
Patient Access Representative
Adena Regional Medical Center
05.2021 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Assisted Manager with cash deposits and reports
Assistant Property Manager
Woodland Heights
10.2003 - 03.2021
- Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
- Kept accurate records of all resident and tenant correspondence.
- Followed up on delinquent tenants and coordinated collection procedures.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Resolved conflicts between tenants regarding noise, encroachments and parking.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
- Showed apartments to potential tenants and answered questions regarding community.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Verified income, assets and expenses and completed file tracking sheet for each applicant.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Compiled maintenance and repair requests for submission to [Type] department and reached out to local contractors for bid proposals.
- Escalated major issues to property manager for immediate remediation.
- Evaluated and recommended changes in rental pricing strategies to remain competitive in market.
- Posted policies and rules in common areas for tenant review.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
- Validated rental eligibility by using Rent Manager's verification process.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Boosted occupancy 20% by leveraging market knowledge and successful promotional strategies.
Education
Associate of Applied Science - Business And Communication
Ohio University
Athens, OH06.2003
High School Diploma - undefined
Adena High School
Frankfort, OH06.1989
Skills
- Team Monitoring
- Job Assignments
- Process Integration
- Task Monitoring
- Team Member Motivation
- Team Meetings
- Overseeing Personnel
- Guest Satisfaction
- POS Transactions
- Health Care System
- Insurance Requirements
- Team Leadership Strengths
- Scheduling/Pre Registration and some prior authorization skills
Timeline
Patient Access Supervisor
Ensemble Health Partners
03.2023 - Current
Team Lead Pre-Access
Adena Regional Medical Center
05.2021 - Current
Patient Access Representative
Adena Regional Medical Center
05.2021 - Current
Assistant Property Manager
Woodland Heights
10.2003 - 03.2021
High School Diploma - undefined
Adena High School
Associate of Applied Science - Business And Communication
Ohio University
ADDITIONAL INFORMATION
- Excellent computer skills
- Excellent customer service skills
- Efficient and operates all office equipment easily
- Good troubleshooting skills
- Knowledge of basics of Word and Excel
- Proficient in Meditech, Ipas, eCW and Epic
- Knowledge of Scheduling, Pre Registration, Registration in Outpatient and ED and some Prior authorization
- Some marketing skills
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