Bonnie Taylor
Mazeppa,MN
Summary
Dedicated financial counseling lead with a proven track record in service excellence, conflict resolution, and relationship building. Enhanced patient experiences and streamlined processes, ensuring compliance and operational efficiency.
Overview
35
35
years of professional experience
Work History
Lead- Financial Counselor
Mayo Clinic
Rochester
10.2007 - Current
- Led financial counseling initiatives, enhancing patient understanding of payment options and insurance policies.
- Developed training materials for new counselors, improving onboarding process and knowledge retention.
- Collaborated with multidisciplinary teams to streamline patient intake processes and improve overall service delivery.
- Monitored regulatory changes affecting patient finance policies, ensuring compliance and optimal service provision.
- Improved client satisfaction with financial services through personalized counseling sessions tailored to individual needs.
- Fostered a positive work environment by promoting open communication channels among team members, resulting in increased collaboration and productivity levels.
- Enhanced operational effectiveness by establishing strong relationships with key stakeholders both within the organization and externally.
- Acted as a liaison between patients and various internal departments, ensuring timely resolution of any issues while maintaining consistent communication throughout the process.
- Collaborated with other departments to create a seamless customer experience, addressing any issues promptly and efficiently.
- Managed a team of financial counselors, providing guidance and support to ensure consistent high-quality service delivery.
- Reduced customer complaints by proactively addressing concerns before they escalated, fostering trust in our services.
- Ordered office supplies while maintaining compliance with Mayo Clinic standards.
- Facilitated resource allocation for upfront charity care team operations.
- Analyzed staff performance through monthly quality audits to uphold Revenue Cycle site-specific standards and drive continuous improvement in operations.
- Directed daily activities and maintained team cohesion while serving as acting supervisor during management leave.
- Streamlined processes in cashiers department to optimize workflow and maintain high service standards.
Financial Representative
Mayo Clinic
Rochester, MN
12.1991 - 10.2007
- Assisted clients in understanding financial options and benefits available through Mayo Clinic services.
- Processed patient accounts and facilitated billing inquiries to ensure prompt resolution.
- Collaborated with healthcare teams to streamline financial communication for improved patient satisfaction.
- Maintained confidentiality of sensitive financial data adhering to HIPAA regulations and policies.
- Supported training initiatives for new staff on financial processes and system usage, fostering team efficiency.
- Met with customers to assess needs, financial status, and eligibility.
- Assisted patients in understanding billing statements, clarifying charges and payment options effectively.
- Reviewed and updated patient accounts, maintaining accuracy in financial records and documentation.
- Provided training to new staff on billing procedures and software systems used in financial services.
- Implemented process improvements that enhanced workflow efficiency within the financial services department.
- Promoted a positive patient experience, addressing concerns and resolving issues related to billing or insurance coverage.
Patient Escort
Mayo Clinic
Rochester, MN
04.1991 - 12.1991
- Coordinated patient transport to ensure timely arrivals for appointments.
- Assisted patients with mobility challenges, enhancing comfort and safety during transfers.
- Monitored patient flow within the facility, optimizing operational efficiency.
- Collaborated with medical staff to streamline patient handoffs and improve service delivery.
- Trained new escorts on protocols and best practices for patient interaction.
- Promoted a positive work atmosphere through effective communication with colleagues across different departments.
- Eased patient anxiety during transports by engaging in compassionate conversation and answering any questions regarding the process.
- Managed high-stress situations calmly while transporting critically ill patients between procedures or units within the facility.
- Safeguarded confidential patient information per HIPAA regulations while discussing transport details with medical staff members.
- Maintained a high level of physical fitness to meet the demands of transporting patients safely and efficiently throughout the facility.
- Expedited discharge processes for patients by promptly responding to requests for transportation services upon clearance.
- Warmly greeted patients and visitors and made each feel welcome.
- Kept patient information and records secure by using private hospital databases and withholding information from outside sources.
Education
Vocational Certificate - Bookkeeping
Rochester Community And Technical College
Rochester, MN03-1991
High School Diploma -
Stewartville Public Schools
Stewartville06-1988
Skills
Service excellence
Detail-oriented approach
Multitasking and organization
Decision-making
Cash handling
Relationship building and management
Conflict resolution
Timeline
Lead- Financial Counselor
Mayo Clinic
10.2007 - Current
Financial Representative
Mayo Clinic
12.1991 - 10.2007
Patient Escort
Mayo Clinic
04.1991 - 12.1991
Vocational Certificate - Bookkeeping
Rochester Community And Technical College
High School Diploma -
Stewartville Public Schools