Angelica Norris
Converse,TX
Summary
Advancement within CHRISTUS Health in order to utilize my leadership skills and work experience towards a rewarding career. Summary of Qualifications: Excellent customer service skills with proven oral and written communication abilities Proficient using a variety of computer systems, PC software, and web based applications including but not limited to Microsoft Office, STAR, MEDITECH, Passport Onesource, Patient Access Intelligence, Kronos, INFOR, Trace, Connance, Accureg, Ecare, RQA, Teletracking, Rapid Response, and Insurance verifications sites such as Availity, Navinet, IExchange, ect. Experienced working with people from diverse economical and cultural backgrounds and able to always provide excellent customer service. Strong time management, multi tasking and problem solving skills – dedicated, punctual worker, strong work ethics, available to work all hours, weekends, overtime, and travel if needed. Familiar with handling complaints and obtaining resolutions that satisfy customer and company needs. Cooperative and flexible team player; equally effective working independently Highly developed managerial skills and motivate staff to meet and exceed all performance standards. Demonstrates strong leadership, networking, communication and negotiation skills. High achievement in previous employment performance evaluations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Patient Access Supervisor
Christus Santa Rosa Hospital
11.2019 - Current
- Completes daily and weekly reports including Revenue Cycle Reports, Unbilled, Connance, ABS Hold, Master Claims, Denials, Collection Report, Deposits.
- Daily monitoring of staff in all areas of registration. Currently oversees 14 associates.
- Motivate team to ensure we are meeting our goals. (Collections, Compliance, Patient Satisfaction, ect.)
- Complete staff reviews and any necessary coaching or corrective action.
- Developed new policies and procedures throughout the department to ensure clean accounts prior to billing.
- Hired, oriented, trained, assigned workload, maintained schedules, evaluations and counseling of all staff in Patient Access.
- Works diligently to maintain associate satisfaction and above average GLINT scores as well low turnover rates.
- Work with other department leaders and our Patient Advocate to implement service recovery efforts for patient concerns or complaints.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Established and maintained effective communication with staff, HOPD Clinics, Department Directors, and Administration.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability. Created easy to follow job aids for staff to follow.
- Implements and adapts to department and process changes and new challenges.
- Supervisor duties apply to both Medical Center and Alon facilities.
Patient Access Interim/Acting Manager
Conifer Healthcare Solutions
01.2019 - 08.2019
- Took on manager role and reported to Patient Access Director.
- Managed up to 32 direct reports.
- In addition to responsibilities I had as supervisor I completed Payroll, helped implement new processes, continued to create all schedules, during staffing shortages I continued to help my staff with their workload.
- Completed daily census report
- Worked to resolve revenue cycle issues and insurance denials.
- Verified all scheduled next day patients. Payment, authorizations or referrals obtained if needed, and correct demographic and insurance obtained.
- Completed end of year and mid year employee evaluations
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Continued education in state, federal, and internal laws and regulations.
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Established new procedures to improve processes within the department.
Patent Access Supervisor/Conifer
08.2017 - 01.2019
- Report directly to manager and director regarding all aspects of patient access
- Supervise, train, evaluate, and motivate a team of 27-32 employees to achieve performance goals including collection goals, patient experience scores, Iplan education and compliance scores, ect
- Continually reeducate staff on any changes affecting their positions
- Worked daily reports including registration insurance plan audits, collection totals, PAI reports, ED Stat/Workfile report, pre-registration charges report, Kronos, email report, Midnight Census verification, ect
- Worked non-daily reports whenever assigned.
- In charge of scheduling for all employees and made sure all points of entries were covered avoiding overtime as much as possible
- Assume managerial duties when manager is on leave.
- Familiar with Revenue
- Cycle, bad debt, and upfront collections
- Involved in evaluations and conflict resolution.
- Active in improving patient experience and resolving complaints from patients and escalating when needed.
- In charge of after hour hospital responsibilities, in this position I was working late evening and overnight hours and was the only patient access management on site.
Patient Access/Patient Registrar
Conifer Healthcare Solutions
04.2015 - 08.2017
- Responsible for daily reports due to upper management (UDF Daily/Monthly, Surgery Schedule,Hour, Collection Tracker, ect)
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Daily hospital deposit, customer service and registration skills are excellent
- In depth and complete understanding of insurance benefits and comfortable estimating and requesting patient amounts due
- Cross trained in other areas such as Financial Counseling
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Quickly learns and excels at duties assigned to me.
- Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
Patient Access Team Lead
Methodist Healthcare / Parallon
09.2011 - 12.2014
- Promoted to Patient Access Team Lead after 8 months as a Registrar.
- Responsible for daily admission process, staff assignments and management
- Lead a 10-member team.
- Coach and Motivate employees to meet collection goals.
- Provide Teaching/training of staff; responsible for achieving team’s QA standards/performance and collection goals.
- Responsible for daily and monthly management reports
- Insurance verification and pre authorizations
- Cross trained to register at all points of registration including Main Admitting, E.R., and several ancillary clinics.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Registrar
Methodist Healthcare/Parallon
01.2011 - 09.2011
- Register patients being directly admitted and in Emergency Room
- Consistently met and frequently exceeded collection goals
- Excellent customer service
- Escort patients and visitors
- Effectively communicated with other staff and management
- Efficient and Effective in a fast passed time critical environment.
- Verified paperwork accuracy and checked for completion prior to processing.
- Updated computer system with latest information to keep records current and accurate.
Leasing/Management Consultant
Yndo Commercial Real
05.2009 - 08.2010
- Consult staff on leasing, marketing, property tours, application and lease signing process
- Collect deposits, set appointments with prospective renters
- Check and reply to e-mails
- Consulted with transitioning from property sales to property leasing for St
- Benedicts.
Assistant Manager
Property West Inc
10.2007 - 04.2009
- Unit property
- Developed leasing/sales skills, collections, cash handling, bank deposits, and customer relation skills
- Property tours, daily marketing, delivered late collection and eviction notices
- Phones, e-mail, resolve tenant concerns and disputes
- Conducted apartment inspections
- Attended
- Leasing and Fair housing seminars
- Management reports.
Education
Bachelors Degree - Criminal Justice
The University of Texas At San Antonio
San Antonio, TX08.2006
High School Diploma -
Judson High School
Converse, TX06.2002
Skills
- EMR Updating
- Spreadsheet Tracking
- Patient Health Information Access
- Complaint Processing
- Fee Collection
- Payment Calculation
- Regulatory Compliance
- Insurance Knowledge
- Status Updates
- Professional Relationships
- Educate Patients and Staff
- Process Improvement
- Best Practices and Standards
- Employee Performance Reviews
- Medicare Compliance
- Patient Registration
- Staff Assignments
- Financial Counseling
- Insurance Verification
- Problem Identification
- Team Leadership
- Phone and Email Etiquette
- Weekly Payroll
- EMR
- Money Handling (Collections & Deposits)
- Medical Terminology
- Associate & Customer Satisfaction
Certification
CHAA Certification -Certified Healthcare Associate NAHAM
Christus Health - Leadership Training
Timeline
Patient Access Supervisor
Christus Santa Rosa Hospital
11.2019 - Current
Patient Access Interim/Acting Manager
Conifer Healthcare Solutions
01.2019 - 08.2019
Patent Access Supervisor/Conifer
08.2017 - 01.2019
Patient Access/Patient Registrar
Conifer Healthcare Solutions
04.2015 - 08.2017
Patient Access Team Lead
Methodist Healthcare / Parallon
09.2011 - 12.2014
Registrar
Methodist Healthcare/Parallon
01.2011 - 09.2011
Leasing/Management Consultant
Yndo Commercial Real
05.2009 - 08.2010
Assistant Manager
Property West Inc
10.2007 - 04.2009
Bachelors Degree - Criminal Justice
The University of Texas At San Antonio
High School Diploma -
Judson High School