Francesca Gross
Hazelwood,MO
Summary
Experienced Healthcare Representative well-versed in recruiting, training and managing employees to provide exceptional services. Proven success in leadership, operational excellence and organizational development with keen understanding of the elements of Health Care Insurance. Recognized for inspiring team members to excel and encouraging positive work environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Services Supervisor
SSM Health
04.2023 - Current
- Optimized resource allocation by analyzing clinic needs and allocating staff accordingly.
- Oversaw the recruitment process for new hires, ensuring a qualified team of dedicated professionals was employed at all times.
- Increased efficiency within the department by evaluating workflows and recommending improvements based on best practices. Meet with Team Leads to coordinate more effect to deliver secure accounts and results for varies functions.
- Investigated, triaged and resolved patient issues to encourage positive experience before patient visit.
- Inputted accurate patient insurance, billing and payment information Epic and competing any Edits or DNBs timely for accounts for Hospitals.
- Administered billing functions to maintain profitability and meet compliance, quality and productivity standards.
- Trained and mentored new employees in authorization department, answered questions and provided insight on patient services.
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Researched and communicated about plans, which helped to reduce number of denials.
- Oversaw the recruitment process for new hires, ensuring a qualified team of dedicated professionals was employed at all times.
- Facilitated communication between patients, healthcare providers, and insurance companies to resolve billing issues.
Patient Business Services Representative Team Lead
SSM Health
08.2017 - 04.2023
- Verified patient insurance eligibility and entered patient information into system.
- Enhanced patient satisfaction by addressing inquiries and resolving concerns promptly via emails from Clinics and Hospitals.
- Organized work to meet demanding production goals through a daily triage of work.
- Applied critical thinking and research to address complex issues.
- Liaised with internal departments to optimize productivity and efficiency.
- Collaborated with Supervisor to maintain daily operations. Assisted in Managing a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
- Facilitated clear communication between patients, medical staff, and insurance providers to ensure accurate billing and documentation.
- Promoted a positive work environment through effective team collaboration and open communication channels.
- Coordinated with other departments to ensure seamless delivery of services throughout the patient journey.
Patient Service Representative
SSM Health
07.2014 - 08.2017
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up directly with Doctors offices when needed for accounts.
- Enhanced communication between patients and healthcare providers, ensuring timely delivery of completed accounts.
- Streamlined secure workque process to reduce wait times for patients while maintaining accuracy in recordkeeping.
- Assisted with billing inquiries and insurance verification, resulting in a smoother financial experience for patients.
Education
Harris Stowe State University
St Louis, MOInsurance License -
A D Bankers School
St. Louis, MoSkills
- Proficient with Human Resource Management systems (Kenexa, Workday, TLC, GSS, and Epic)
- Skilled in Microsoft Office Suite (Word, Excel Powerpoint)
- Organizational Development
- Recruitment, Training and Development
- Healthcare policies
- Project Management
- Effective Communication
- Complex problem-solving
- Empathy and compassion
Certification
- Licensed Through State Of Missouri to Sell Auto Insurance
- Relevant Coursework: Management Training Courses
- Professional Development: Harvard Business School Courses
Affiliations
Susan G. Komen
United Way
Junior Achievement
Avon Empowering Young Women
Timeline
Patient Services Supervisor
SSM Health
04.2023 - Current
Patient Business Services Representative Team Lead
SSM Health
08.2017 - 04.2023
Patient Service Representative
SSM Health
07.2014 - 08.2017
Harris Stowe State University
Insurance License -
A D Bankers School
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