April Howard
Garner,NC
Summary
Spirted Scheduling Coordinator versed in planning and coordinating workflow. Supervises schedules and projects for timely completion. Excellent interpersonal, leadership, communication and organizational skills.
Overview
21
21
years of professional experience
Work History
Scheduling Representative/Team Lead
Wpp Heart & Vascular
12.2023 - Current
- The Scheduling Representative is the primary WakeMed Heart & Vascular Physicians contact for scheduling outpatient services provided across various locations. I manage 12 people
- Responsibilities consist of answering calls from an incoming call queue in order to schedule new appointments or reschedule previously scheduled appointments as needed.
- The Scheduling Representative’s customer base consists of patients, physicians and their office staff, as well as internal departmental staff.
- As a Team Lead, I bridged the gap between the customer service representative and managers.
- As a Team Lead, I was responsible for the team’s day-to-day operations, including training, performance monitoring, issue resolution, and process improvement.
- As a Team Lead, I fostered collaboration for a supportive team environment.
- As a Team Lead, I provided clear and transparent communication to the team ensuring everyone was informed and aligned.
- As a Team Lead, I handled customer inquiries, complaints and escalated issued, ensuring timely and efficient resolutions.
- As a Team Lead, I use medical terminology to transcribe the patients’ referral and to make appointment notes.
- As a Team Lead, I would Onboard new team members, providing ongoing training, and ensuring they have the necessary skills and knowledge to deliver excellent customer service
- Train all new hires and ensure that the team meets quality standards and service level agreements
- WakeMed Health & Hospitals
CEC Check In
Dept of Health and Human Services – Disability Determination
10.2019 - 12.2023
- This position is in the Consultative Examination Control Unit with DDS
- CEC Check-In staff process and ensure payment for consultative exams and ancillary studies.
- CEC Check in Staff are responsible for the interpretation and accuracy of payment to the many medical facilities utilized by our division to perform examinations.
- This position reviews the Consultative Examination (CE) reports received from our panel of providers and certifies that case processing units obtain the correct examination and/or tests requested by Disability Analysts.
- The CE Check-In Staff ensures that all ancillary studies and signed CE reports received from providers are certified as accurate before payment is authorized.
- The CEC Check-In staff person submits an authorization for payment to the DHHS Office of the Controller
- The CEC Check In Staff prepares and compiles daily reports to track data and management information.
- Staff in this position complete a 60-day Obligation report at the beginning of each month to ensure resolution of any outstanding payment issues to medical providers
- State of North Carolina, Raleigh, NC
Appointment Scheduler/Referral Representative
WPP Heart & Vascular
07.2017 - 09.2019
- The Scheduling Representative is the primary WakeMed Heart & Vascular Physicians contact for scheduling outpatient services provided across 8 locations.
- Responsibilities consist of answering calls from an incoming call queue in order to schedule new appointments or reschedule previously schedules appointments as needed.
- The Scheduling Representative’s customer base consists of patients, physicians and their office staff, as well as internal departmental staff. The scheduling representative schedules for over 30 doctors.
- Under minimal supervision I was responsible for ensuring that all appointments tests procedures and surgeries were scheduled in a timely manner; that all required referrals and authorizations were in place per practice/system procedures and that registration information is complete and accurate. I my position I served as a liaison for practice with patient’s departments healthcare providers and insurance companies.
- WakeMed Health & Hospitals – Raleigh, NC
Communications Center Rep I/Emergency Management
WakeMed Health & Hospitals
09.2014 - 07.2017
- With the use of a computer integrated telephone system and two computers screens this position is responsible for the centralized processing of internal and external phone calls routed into the organization's switchboard.
- The general public is provided patient information and general information in regard to all aspects of services provided within the multi-site WakeMed healthcare system.
- Physician calls are given priority to ensure communication with their peers within a defined time frame to promote the coordinated care of patients.
- Internal hospital staff is provided assistance with all types of call processing such as transfers, conferencing, and international dialing. Assistance is provided with page messaging and the contacting of "on call" staff and physicians during after-hours for inpatients and current patients of WakeMed's primary care and specialty practices
- This position is the nucleus for the activation of emergency response teams for the various in-house medical emergency events as well as other numerous "environment of care" events.
Patient Account Representative/ED Registration
WakeMed Health & Hospitals – Garner Emergency Room
11.2015 - 06.2016
- While ensuring all necessary actions are taken to identify patients and complete the registration process for Emergency Department patients in an accurate and timely manner, including the responsibility for obtaining financial and demographic information for maximum reimbursement, verification of active Medicare, Medicaid, and Commercial Insurance coverage.
- Maintain scanned documentation in the electronic ED Chart to include insurance cards, identification cards and other medical record documents.
- Ensures signatures for General Consent are obtained. Distributes Wake Med’s Notice of Privacy Practices, Notice of Patient Rights/Responsibilities and Financial Policy, performs all duties and assignments promoting the Wake Way and supporting Wake Med’s Mission, Vision and Values
Patient Account Rep II
ACS – REX Healthcare – Raleigh, NC
05.2010 - 05.2012
- Reviews, verified, edit and submit/transmit claims and claim data to third party payers, insurance carriers, federal and state governmental agencies in a timely, accurate and compliant manner.
- Reviews third party payer payments, explanations of benefits/payments and other correspondence received to assure accurate processing has occurred.
- Initiates corrective action as indicated, researches, investigates and coordinates efforts with patients, third party payer organizations and internal staff to assure timely responses and action
- I post payments.
- I do this for ACS (the collection agency currently being used by Rex), and I do this for the accounts being handled by REX that have not yet been sent to collections. I work with Novant on a system called Epic Hyperspace. On this system, I fix errors found on claims so they can be re-billed. I do referrals and check patient eligibility
Claims Adjuster
Blue Cross Blue Shield of NC – Durham, NC
02.2010 - 04.2010
- I used medical terminology and my knowledge of ICD9 and CPT codes to process and adjudicate claims for payment. These claims would come from hospitals, mental facilities, members, and doctors.
- It was my responsibility to make sure that all codes on the claim were used correctly and to make sure that the providers were paid according to their contracts.
- If needed, I would make outbound calls to the providers to follow up with any under paid claims so they could be reprocessed efficiently and correctly.
Customer Service
Blue Cross Blue Shield of NC – Chapel Hill, NC
05.2007 - 02.2010
- Responsible for answering calls from our subscribers, providers, and others who have questions about insurance coverage, benefits, claims, etc.
- In addition, I follow up and research any unresolved inquiries.
- Acts as initial service contact for BCBSNC customers and providers.
- Accurately receives, researches, and resolves customer/provider inquiries.
- If an inquiry could not be resolved at point of contact, I would track the inquiry to completion through the appropriate departments. I also worked under tight deadlines.
- State Health Plan, CMM, NCHC (CHIP)
Surgical Technologist
UNC/REX Healthcare
08.2005 - 10.2005
- This position was an internship.
- I assisted the surgeon, the anesthesiologists and RN.
- I participated in Myomectomies, Labor and Delivery, Cholecystectomies, etc
Education
Major – Spanish (Certificate) - Spanish
Wake Tech Community College
Cary, NC05-2019
Vocational Diploma - Surgical Technology
CHI Institute Broomall
Broomall, PA10-2005
Skills
- Proficient in Epic software
- Client support
- Detail-oriented data management
- Proficient in computer applications
- Telecommunications expertise
- Document organization
- Healthcare billing
- Healthcare terminology
- Medication transcription
- Proficient in HCPCS coding
- Medicare claims processing
- Excel spreadsheet management
- Spreadsheet management
- Patient account management
- Skilled in Microsoft applications
- Experienced in handling multi-line telecommunication
- Order processing
- Sterile technique
Timeline
Scheduling Representative/Team Lead
Wpp Heart & Vascular
12.2023 - Current
CEC Check In
Dept of Health and Human Services – Disability Determination
10.2019 - 12.2023
Appointment Scheduler/Referral Representative
WPP Heart & Vascular
07.2017 - 09.2019
Patient Account Representative/ED Registration
WakeMed Health & Hospitals – Garner Emergency Room
11.2015 - 06.2016
Communications Center Rep I/Emergency Management
WakeMed Health & Hospitals
09.2014 - 07.2017
Patient Account Rep II
ACS – REX Healthcare – Raleigh, NC
05.2010 - 05.2012
Claims Adjuster
Blue Cross Blue Shield of NC – Durham, NC
02.2010 - 04.2010
Customer Service
Blue Cross Blue Shield of NC – Chapel Hill, NC
05.2007 - 02.2010
Surgical Technologist
UNC/REX Healthcare
08.2005 - 10.2005
Vocational Diploma - Surgical Technology
CHI Institute Broomall
Major – Spanish (Certificate) - Spanish
Wake Tech Community College