Anita (Nina) Hansberry
FWB,FL
Summary
Purposeful, passionate, patient-oriented healthcare leader, with 20+ years of success, meeting and exceeding facility, patient, and customers’ needs. Have helped identify and highlight multiple obscure policies, in FL Medicaid system helping growth of FL Medicare and Medicaid accepting providers, by assisting patients qualify for state or federally funded programs.
Compassionate servant leader dedicated to smoothing communication between patients and facilities. Analytical problem solver and clear communicator. with 25+ years in patient support.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Patient Advocate Supervisor
Medical Associates of Northwest Arkansas
09.2021 - Current
- Manager of office, by following up on patient concerns and complaints by being an intermediary between patients and twenty-five physician owned and operated clinics
- Supervise personnel including hiring, firing, disciplinary actions, and positive reinforcements of team
- Develop and administer policies and procedures to implement changes in a timely fashion
- Manage patient and staff conflicts to ensure positive patient and staff resolutions
- Supervise and maintain the productivity of Employees
- Maintained updated knowledge of AR Medicaid programs, along with contacts at Department of Human Services, and various PASSEs (Provider Led Arkansas Shared Savings Entities)
- Ensure routine account reviews with education back to team members
- Assist with insurance billing follow-up as needed and requested by patients
- Automated job policy and procedure to ensure positive sustainability of position
- Provide senior leadership routine updates and statuses for all active projects, policy updates, and account reviews
- Established and maintained more effective channels of communication
- Recruit, employ, develop and retain qualified personnel to maintain appropriate staffing levels
- Conduct monitoring and auditing activities to ensure compliance with state billing procedures and state and federal clinic guidelines
- Identify trends and processes that needed definition and standardization, to include HIPAA compliant external contact – and shared updated procedures inter-departmentally
- Assist staff to help patients feel informed and involved in their healthcare decisions
- Write office procedural changes guiding staff to streamline interactions with patients and customers, while remaining a resource for staff on state and federal compliance guidelines
- Maintained professional, supportive, and responsive interpersonal communication skills.
Clinical Care Coordinator/Manager
Empower Healthcare Solutions/Beacon Health Options/Blue Cross Blue Shield
NW AR
05.2018 - 09.2021
- Coordinated health care benefits of members to ensure effective and accurate use of state funded medical resources
- Facilitated removal of impediments encountered by beneficiaries in accessing resources to achieve optimal quality of life
- Met and assessed unmet patient needs for behavioral/mental health and medical requirements
- Communicated member needs to providers and business partners ensuring positive outcomes from interactions
- Documented and relayed member and provider interaction details to company via appropriate media
- Collaborated in meetings with state representatives, business partners and providers on patient and beneficiary needs
- Maintained professional, supportive, and responsive interpersonal communication skills
- Availability by phone for patient emergencies at all hours and times.
Manager - CRS Medical Benefits
Northwest FL and Northwest AR
06.1998 - 10.2017
- One of five managers, under CEO, president, and vice president in company
- Established critical relationship with business partners, resulting in an impressive ability to solve problems and gain confidence of leadership, while maintaining ability to work independently
- Spearheaded efforts between local programs, hospitals, and doctors’ offices to ensuring timely reimbursement
- Marketed and networked extensively with all tiers, from local hospital administration and doctors’ offices to regional, county, state and federal offices assisting in market penetration and retention of contracts
- Guided interdepartmental meetings to improve communication, company policies and procedures, and quality of care
- Communicated directly with senior leadership developing critical relationships with key stakeholders
- Designated liaison between state and company, which encompassed the role of FL Panhandle marketing department between the company and county, state, and federal assistance agencies
- Coordinated with medical staff and hospital administration in multiple acute care, LTAC and out-patient facilities on day-to-day basis as part of the team to facilitate in patient care
- Observed on-site productivity, performance, or other operational considerations and made recommendations in collaboration with staff to drive optimization
- Served as a patient and family/caregiver advocate ensuring needs/concerns were communicated as appropriate to staff and other stakeholders in a timely manner and were satisfactorily addressed
- Collaborated closely with patients and families to alleviate identified concerns/complains by functioning as an intermediary to coordinate resolution between multiple parties, agencies, and/or departments
- Maintained a comprehensive knowledge of business practices in healthcare through research into competitor actions, new industry policies, changes in social service, and evolving patient needs
- Maintained comprehensive knowledge of business practices in healthcare, and facility business offices, through research and education into new industry policies, changes in government regulations and evolving patient needs
- Reported on key metrics including billed and unbilled accounts, denials, and corrections
- Reviewed reports to monitor trends and evaluate operational deficits to implement corrective action
- Interviewed, managed, hired, trained, and motivated staff in 6 facilities, including acute care and outpatient facilities setting, and corporate headquarters simultaneously, maintaining high satisfaction and low turnover rates
- Monitored, evaluated, and supervised staff members in eight different facilities in two states, fostering a team environment to ensure timely and compassionate assistance for all patients while maintaining focus on company interests
- Oversaw and supported Company bottom-line with a case load of 1,500+ patients distributed among various team members, resulting in a smooth operational flow, and maximized patient care
- Availability by phone for patient emergencies at all hours and times
- Maintained professional, supportive, and responsive interpersonal communication skills.
Education
Doctorate in Healthcare Management - Business Administration and Management
Liberty University
Lynchburg, VA12-2028
Bachelor of Science in Business Management -
University of Maryland University College
MBA - Healthcare Management -
Western Governor’s University
Skills
- Medicaid knowledge
- Verbal and written communication
- Legal Compliance
- Computer savvy
- Financial Counseling
- Conflict Mediation
- Relationship Building
- Personable nature
- Eligibility Determination
- Resource Utilization
- Application support
- Technical assistance
- Patient Rights
- Trend tracking
- Quality Assurance
- Caseload Management
- Database coordination
- Activity monitoring
- Proficient in eCW/Phreesia
- Reporting
- Proactive Problem Solving
Affiliations
- Spouse of retired military member actively working to assist with local area education of Tricare benefits where education is suppressed
- Active member of ACA - Society of Creative Anachronism
Languages
EnglishUrdu
Native/ Bilingual
Spanish
Limited
German
Elementary
French
Limited
Arabic
Limited
Certification
- Active BLS Certificate
References
References available upon request.
Timeline
Patient Advocate Supervisor
Medical Associates of Northwest Arkansas
09.2021 - Current
Clinical Care Coordinator/Manager
Empower Healthcare Solutions/Beacon Health Options/Blue Cross Blue Shield
05.2018 - 09.2021
Manager - CRS Medical Benefits
Northwest FL and Northwest AR
06.1998 - 10.2017
Doctorate in Healthcare Management - Business Administration and Management
Liberty University
Bachelor of Science in Business Management -
University of Maryland University College
MBA - Healthcare Management -
Western Governor’s University
- Active BLS Certificate
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