Angela Chilson
El Mirage,USA
Summary
Dynamic professional with a proven track record at Honor Health, excelling in care coordination and appointment scheduling. Leveraging strong analytical skills and effective communication, I enhance customer satisfaction and optimize service delivery. Proficient in electronic medical records and adept at fostering teamwork to drive operational success.
Overview
17
17
years of professional experience
Work History
Coordinator II
Honor Health
04.2019 - Current
- Acted as the primary contact for customers at the Customer Navigation Center, optimizing care coordination, appointment scheduling, and supporting in-network referrals.
- Responded to inbound inquiries and scheduled appointments for medical services and specialty referrals via phone, email, and online forms.
- Schedule appointments in EMR in alignment with scheduling guidelines based on patient convenience, location and insurance plans. Will also facilitate insurance verification and collect co-payments. Soft call transfers to non-employed specialty physician offices as warranted.
- Facilitated customer enrollment and enhanced utilization of My Chart App (EPIC EMR).
- Recommend next best actions or cross promotional opportunities to customer to educate on appropriate additional services or health education campaigns. Document all caller information in customer relations management (CRM) tool for marketing follow-up.
- Documented caller feedback for follow-up resolution and elevated customer insights to Trainers and Supervisors for training and knowledgebase enhancements.
Account Manager
Alorica
07.2014 - 03.2019
- Interacted with customers from home office, addressing inquiries and providing solutions. Assisted customers by answering incoming calls related to billing, scheduling, troubleshooting, account changes, and retention. Delivered quality customer service and sales promptly, aiming to enhance customer satisfaction.
Referral Coordinator
Gannett
Phoenix, Arizona
12.2008 - 02.2013
- Coordinated workflow, enhancing production efficiency across shifts.
- Managed inventory levels and maintained accurate stock records.
- Directed and supervised team of 8 employees, ensuring effective daily operations.
- Trained new employees on company policies, job duties, and performance expectations.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Delegated work to staff, setting priorities and goals.
- Mentored newly hired employees, providing knowledge of various company programs.
Education
High School -
Lone Cactus Regional High school
Phoenix, AZMedical Billing and Coding -
Carrington College
Phoenix, AZSkills
- Data analyses
- Analytical skills
- Communication
- Telecommunications
- Scheduling
- Appointment scheduling
- Electronic medical records
- Par80
- Referrals
- Good faith estimates
- Prior authorizations
- Finesse
- Microsoft power bi
- Supervisor skills
- BOOKKEEPING
- TEAMWORK
- Typing
- Soft skills
- Icd-10
- Cpt codes
- Hap's codes
- Medical coding
- Medical billing
- NHA certified
- Cashier
- Data entry
- Rightful
- Microsoft word
- Microsoft excel
- Calabria
- Api health care
Awards
- Employee of the month
- You rock awards
- 5 star cashier
References
Available upon request.
Leadership Experience
In previous jobs over the last 23 years, I have been able to assist in a supervisor capacity or given additional responsibilities. I have a strong work ethic and always willing to learn more regardless of if it’s in my job description.
Communication Skills
In the medical field you are required to communicate with insurance carriers, other medical facilities, patients and team members. With that said if a referral is not accurate, I have to be able to convey this issue to Primary care physicians and be able to have the correction(s) completed in a timely manner to avoid further delays in care. I’m required to speak to insurance companies and provide correct and appropriate codes to ensure procedures are covered and that if a facility is not contracted with a patient’s insurance the appropriate actions are handled and documents are faxed to obtain out of network authorizations are obtained. When speaking to a patient directly it’s my responsibility that I confirm 3 identifiers so that HIPAA laws are not violated and that I can proceed with giving the necessary information and answering any questions that the patient may have in regard to billing, referrals etc.
Timeline
Coordinator II
Honor Health
04.2019 - Current
Account Manager
Alorica
07.2014 - 03.2019
Referral Coordinator
Gannett
12.2008 - 02.2013
High School -
Lone Cactus Regional High school
Medical Billing and Coding -
Carrington College