Angela Howard
East Peoria,IL
Summary
Resourceful Patient Account Representative focused on patient care and customer service. Friendly and adaptable professional. Demonstrated abilities to resolve even the toughest challenges.
Overview
10
10
years of professional experience
Work History
Patient Accounts Specialist
OSF HealthCare Saint Francis Medical Center
Peoria, IL
12.2017 - Current
- Specialist with Medicare C working remote.
- Worked Medicare C from cradle to grave and across all payers before the Team was split into pods.
- Working the Aetna Pod to include: Aetna, Aetna/Advocate, Aetna Better Health, Cigna, Cigna/Advocate, and Meridian MMAI.
- Work queues to include: HB Communication wq, HB Medicare C Open BDC, HB Medicare C No Response and Review, HB DRG Downgrade, HB Medicare COE High Dollar Accounts, and HB Medicare Managed Care Escalation.
- Workload includes work queues, calling payers to follow up on accounts and denials, answering incoming calls, correspondence, emails, faxes, assisting Mission Partners in the Aetna Pod, setting up refunds for the Payment Posting team, working the Aetna Pod payer spreadsheets to note accounts and update, and working additional spreadsheets for my lead, coordinator, and manager.
- Have attended the payer Provider calls for Humana, BCBS, HAL, Aetna, UHC, and ABH.
- High production and 100% quality audits tracked for 3 years under manager Connie Uphoff.
- Worked the Humana Pod and brought resolution to the AR and had all accounts down to 500 for the entire Pod.
- Placed with the Aetna Pod and have helped to clean up and bring AR down.
- Apply organizational policies and comply with regulations for patient privacy.
- Train new Mission Partners.
Scheduling Specialist
OSF Medical Group
Peoria, IL
05.2017 - 12.2017
- Used Epic to document calls, schedule, and confirm appointments.
- Answered incoming rolling calls for selected clinics in Rockford at the OSFMG call center at PAAC.
- Scheduled initial, follow-up, surgery pre-op, wellness, sick, well-child, and school and sports physical appointments for patients with their respective PCPs.
- Escalated emergent calls to the nursing staff phone line.
- Answered calls for prescription refills.
- Checked for PRDs before release of information.
- Created new accounts and updated existing patient accounts with most current demographics.
- Built loyalty and supported retention goals by establishing rapport with patients.
Patient Follow Up
Unity Point Health Methodist
Peoria, IL
04.2016 - 05.2017
- Provided excellent customer service to hospital ancillary departments, physician offices, and the general public.
- Answered calls in a hospital Care Coordination (Disease Management) Center to schedule hospital follow-up appointments before the discharge of patients, and assisted physician offices and ancillary departments to schedule outpatient procedures.
- Scheduled outpatient procedures for patients before they discharged from the hospital to meet medical compliance and prevent readmission. Called patients for after-hours discharge to relay follow-up appointment details after secured from appropriate physician office.
- Trained new employees.
Housekeeper
Unity Point Health Methodist
Peoria, IL
06.2015 - 04.2016
- Performed housekeeping services on 7 Crescent to ensure a clean environment for patients and staff.
- Interacted pleasantly with patients and guests when performing daily duties.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
- Maintained and organized cleaning supplies stock.
- Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
- Ensured that all health standards were met during cleaning operations.
- Changed bed linens and towels, tidied up rooms.
- Stocked amenities such as soap, paper towels, and toilet paper in patient rooms.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Emptied trash receptacles throughout the floor.
- Reported any maintenance issues or damage to supervisors immediately.
- Observed proper use of chemicals when cleaning various surfaces.
- Disinfected telephones, light switches and other frequently touched objects.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Used appropriate personal protective equipment and supplies when entering isolation rooms.
- Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
- Requested maintenance orders to fix non-working equipment and address room damage.
- Trained new employee.
Dietary Assistant
Apostolic Christian Skylines
Peoria
01.2014 - 07.2015
- Assisted in the preparation of food items according to standardized recipes and menus.
- Adhered to all established safety and sanitation standards when handling food items.
- Assisted in monitoring patient diets per physician orders or nutritionist recommendations.
- Demonstrated a strong commitment to providing excellent customer service at all times.
- Engaged with residents to provide positive and enriching experiences.
- Responded promptly to resident complaints or requests in a professional manner.
- Ensured proper portioning, plating, garnishing, and presentation of meals.
- Set tables before patients arrived to maintain meal plan productivity.
- Inspected dining areas prior to service times to ensure they were clean and orderly.
- Provided assistance with tray assembly for residents or other guests as necessary.
- Monitored temperatures of prepared foods to ensure safe storage and consumption.
- Cleaned and maintained dining room during and after each meal service.
- Performed daily cleaning duties including washing dishes, sweeping floors, sanitizing surfaces and emptying garbage cans.
- Stocked food and other supplies for main kitchen and units.
Education
Associate Degree in Arts/Business Administration -
Strayer University
09.2017
Diploma in Medical Billing, Coding, Health Insurance Claims Examining -
Westech College
07.2008
Skills
- HIPAA Understanding
- Regulatory Compliance
- Administrative Support
- Team Collaboration
- Verbal and Written Communication
- Conflict Mediation
- Coding
- Medical Terminology
- Insurance Verification
- Collections Experience
- Medical Billing
- Insurance Billing
- Insurance Collaboration
Accomplishments
Attended Honoring You Breakfast with Executive Vice President/CEO of Unity Point Methodist Hospital
Affiliations
- I love to walk my dog and make wreaths on my time off. I also love spending as much time with my adult children as I can. I am working on 10,000 daily steps. I am a part of a wreath making group that meets online twice a month. And I have a son that just returned from overseas after 14 years and he's come to stay with mom for a bit! Yay!
References
References available upon request.
Timeline
Patient Accounts Specialist
OSF HealthCare Saint Francis Medical Center
12.2017 - Current
Scheduling Specialist
OSF Medical Group
05.2017 - 12.2017
Patient Follow Up
Unity Point Health Methodist
04.2016 - 05.2017
Housekeeper
Unity Point Health Methodist
06.2015 - 04.2016
Dietary Assistant
Apostolic Christian Skylines
01.2014 - 07.2015
Associate Degree in Arts/Business Administration -
Strayer University
Diploma in Medical Billing, Coding, Health Insurance Claims Examining -
Westech College