Angela Bollinger
Summary
Experienced and analytical medical and insurance professional with over 20 years of expertise in coordinating business operations and optimizing administrative processes. Proven track record of effectively managing project timelines and cultivating productive relationships with healthcare clients. Possesses exceptional organizational and communication skills to support team objectives. Highly organized, adaptable, and eager to embrace new challenges.
Overview
25
25
years of professional experience
Work History
Business Coordinator
Intermountain/SCL Health - Patterson Primary Care Clinic
12.2023 - Current
- Patient, Admin and Billing Focused BC duties including all PSR Lead role responsibilities
- Duties include: PSR Caregiver work schedules ensuring adequate staff levels, PSR Education/Trainer and Updates, PSR/Patient Experience audits, Qualtrics management, Dept Patient Advocate/Patient Resolutions/Grievances and any tasked clinic or caregiver issues
- Delivered exceptional customer service by promptly addressing concerns, maintaining strong relationships with patient, clients and vendors.
- Handle all patient insurance, prior authorization, billing and denial issues. Increased patient satisfaction with timely communication and proactive problem-solving skills.
- Handle department patient/insurance payers revenue reporting along with department/clinician credentialing management and updates, department administrative and financial workqueues, daily deposit audit report and cash flow maintenance, department denial tracking, denial audits and reporting
- Medicaid/Medicare patient tracking and reporting
- Quality Metrics meetings with payers and assigned administrative and patient panels.
- Provider and Patient panel maintenance
- Execute the entire process for patient termination, patient scheduling, patient no shows, provider change requests, and patient overdue health maintenance
- Perform department referral audits, HIM file maintenance and order amendments as needed
- Assist department manager with the hire process and coordinated and developed training programs for new employees, resulting in improved performance levels and reduced turnover rates.
- Enhanced team productivity by organizing regular meetings, setting clear goals, and providing necessary resources.
- Strengthened inter-departmental daily operations and collaboration, fostering a positive work environment and open channels of communication.
Clinical Administrative Coordinator
United Healthcare Group OPTUM, INC.
01.2023 - 12.2023
- Company Overview: Nationwide Telecommute, USA
- Duties: Telehealth Clinical and Administrative care coordination/navigation, insurance eligibility and benefits, medical intake/assessment and referral processing, medical and financial program eligibility, enrollment, care management, billing inquiries, denials and appeals assistance
- Operated in a high volume fully remote call center and patient/member support setting
- Utilized electronic health records software proficiently, enabling quick access to vital patient information when required.
- Responded to patient inquiries via phone and email, providing accurate information and resources while maintaining a professional demeanor.
- Full Remote position, national region/all time zones: EST, CST, MST, PST, HST
Hospital Medical Biller - Collections and Denial, Workers Comp/Auto Claim Specialist
Community Hospital - Hospital Patient Financial Svcs.
01.2022 - 01.2023
- AR Specialist responsibilities included: maintaining all facets of healthcare accounts-receivables
- Follow up on all assigned accounts within the billing systems in accordance with pre-established goals
- Handled bad debt accounts, write-offs and billing contract negotiations/workers compensation and auto claim account negotiations
- Responded timely and accurately to all incoming correspondence and inquiries from payers, patients, and other appropriate parties
- Reviews claims and coding for errors/edits, makes corrections as necessary, submits claims for primary and secondary payment
- Performed prior authorization/pre-certification compliance reviews and hospital revenue audits as assigned
- Submitted denials and appeals when appropriate - worked process from beginning to end
- Prepared refund requests for any monies due to the patient or insurance company, including billing, adjusting accounts and posting payments/remittances based on the explanation of benefits and claim resolution
- Collections and Denial task specialist on aging accounts over 181+, Medicare / Medicaid, Advantage plans, Commercial, and Workers Compensation/Auto claims
Case Management Coordinator - Med/Surg, Neuro, Ortho, Cardio, ICU
SCL Health St. Mary's Hospital and Medical Center
06.2019 - 09.2021
- Coordinates the care and services for patients identified as needing assistance or meeting Care Management criteria
- Collects in-depth information about a patient's medical, functional, and social condition, to identify individual needs in order to develop a plan to meet those needs
- Works with physicians, care team, patients and family/caregivers to determine specific goals and actions based on assessment
- Identifies needs, facilitates, and/or provides education to physicians and ancillary departments / nursing units regarding case management, discharge planning process, and roles
- Served as a liaison between patients, families, providers, and community resources to facilitate seamless transitions throughout the continuum of care.
- Facilitated multidisciplinary team meetings, promoting open dialogue among various healthcare professionals involved in each patient''s case.
- Coordinates discharge planning
- Organizes, integrates and coordinates the necessary resources to accomplish the goals and transitional plan of care
- Supports case management operations, assists with management of data and statistics within the department, and maintains appropriate communication with Revenue Service Center, Allscripts Software and other departments/providers to facilitate the continuity of care
- Supports clinical floor staff with patient care, medication distribution, medical records, patient transport, physician requests and other Medical Assisting duties as needed or assigned
- Float assignment as Inpatient Rehabilitation Hospital Admissions Coordinator - performed medical and pre-screen reviews, insurance assessment and prior authorization, facilitated transition of care
Referral Coordinator; Patient Service Representative - Clinic Lead / Medical Assistant
SCL Health St. Mary's Medical Group - Neurology and Endocrinology Clinic
06.2018 - 06.2019
- Duties include: patient registration, clinic check-in/check-out process, patient billing/payment processing, reports and audits, answer phones, schedule department appointments and procedures, incoming / outgoing referral pre-screen and processing, referral work queues management / maintenance, medication logs and vendor maintenance
- Conduct department pre-certifications, handle appeals or denials, along with other clinic revenue processes as required
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- EMR/clinical operational systems support
- Back office Medical Assistant support as needed: rooming patients, prescription requests, lab requisitions, in-office lab procedures, lab results, chart abstractions, medical record scanning/processing, physician orders, and online website patient support / requests / billing / payments / appointments via MyChart
- Clinic Lead for department training, assisted managing staff and department issues as needed
Surgery Scheduler - Pre-Certification Specialist ; Lead Medical Assistant
SCL Health St. Mary's Medical Group - Neurosurgery Clinic
12.2013 - 09.2018
- Duties include: schedule all department surgeries and procedures to be performed in hospital, outpatient surgery centers, ambulatory centers, and in-clinic for physicians, including any and all required appointments, lab orders, pre-op tests and screen, pre-op clearance, medication orders, surgical equipment, referrals, surgical orders, in-patient/out-patient rehab care coordination and DME, arranged all other pre-surgical/clinical and post-op needs
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Resolved scheduling conflicts to maintain high-quality patient services. Implemented digital scheduling system, enhancing accuracy and accessibility of surgery dates.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries. Perform all clinical, radiology and prescription pre-certifications, conduct/process appeals or denials and any other financial or revenue processes as required.
- Perform tasks, correct errors, maintain/manage assigned department work queues, audits and reports
- Responsible for all physician schedules, including outreach clinics, external procedures and surgeries, as well as monitoring or addressing issues with internal EMR, Radiology HIM, and other communication systems and tech support needs.
- EPIC superuser and pilot program specialist and trainer
- Coordinate and manage satellite and outreach clinic daily operations along with physician and patient needs
- Lead Medical Assistant for clinical department training, developing clinic process improvements, assisted managing clinical staff and issues as needed
- Participated in the MA Clinical Excellence committee
Certified Medical Assistant
Oliveira Family Medical and Urgent Care
06.2012 - 06.2013
- Duties include: perform all necessary front and back medical office duties including physician requests / orders, rooming patients, vitals, patient education, lab work, phlebotomy, injections, catheterizations, ambulatory procedures, medical bill payment processing, insurance verification, prior authorizations, medical records, scanning, auditing and inventory control
- Increased patient safety by meticulously following infection control protocols and maintaining a sterile environment.
- Oriented and trained medical externs and new staff on proper procedures and policies.
Workers Compensation Claims Assistant
AIG Claim Services, INC
01.2000 - 08.2008
- Company Overview: Workers Compensation - West Coast Division and Client Services
- Duties: carried out all clerical and administrative support for insured clients, department executives and management
- Completed insured client case data intake, case requirement reviews, file indexing, sorting, scanning documents, file processing and ongoing account detailed maintenance
- Prepared insurance claim forms or related documents and reviewed for completeness. Checked documentation for accuracy and validity on updated system files.
- Made contact with insurance carriers to discuss policies and individual patient benefits. Executed all assigned insured customer support and payment requests
- Held additional position as Claims Clerk II in Accounts Payable & Medical Billing department - conducted entire medical bill processing, coding review and reimbursements, client/customer account follow-up and vendor maintenance
Education
Medical Assistant Certification - National Accreditation Certification Program in Medical Assisting for Front and Back office with one year training in the LPN/LVN Program
North West College
Riverside, CAHealthcare Administration degree - completed pre-nursing prerequisites studies towards entrance into the RN/ LPN/LVN nursing program
Riverside Community College
Riverside, CASkills
- Operations and Project Management
- Strategic Planning, execution and development
- Customer Service and Administrative Management
- Training proficiency, Team Leadership and Staff mentoring
- Medical billing and insurance professional
Technical
- Microsoft office suite proficient
- Mac & PC platforms
- EMR expertise: EPIC, Meditech, Cerner, eClinicalWorks, Allscripts, PACS
- ICD-10-CM CPT, HCPCS, HIPAA compliance
Timeline
Business Coordinator
Intermountain/SCL Health - Patterson Primary Care Clinic
12.2023 - Current
Clinical Administrative Coordinator
United Healthcare Group OPTUM, INC.
01.2023 - 12.2023
Hospital Medical Biller - Collections and Denial, Workers Comp/Auto Claim Specialist
Community Hospital - Hospital Patient Financial Svcs.
01.2022 - 01.2023
Case Management Coordinator - Med/Surg, Neuro, Ortho, Cardio, ICU
SCL Health St. Mary's Hospital and Medical Center
06.2019 - 09.2021
Referral Coordinator; Patient Service Representative - Clinic Lead / Medical Assistant
SCL Health St. Mary's Medical Group - Neurology and Endocrinology Clinic
06.2018 - 06.2019
Surgery Scheduler - Pre-Certification Specialist ; Lead Medical Assistant
SCL Health St. Mary's Medical Group - Neurosurgery Clinic
12.2013 - 09.2018
Certified Medical Assistant
Oliveira Family Medical and Urgent Care
06.2012 - 06.2013
Workers Compensation Claims Assistant
AIG Claim Services, INC
01.2000 - 08.2008
Healthcare Administration degree - completed pre-nursing prerequisites studies towards entrance into the RN/ LPN/LVN nursing program
Riverside Community College
Medical Assistant Certification - National Accreditation Certification Program in Medical Assisting for Front and Back office with one year training in the LPN/LVN Program
North West College
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