Carlotta Knox
Mooresville,NC
Summary
Dynamic Financial Credit Counselor with expertise in patient financial counseling at Duke Health Lake Norman Hospital. Proven track record in resolving insurance claim denials and managing cash reconciliation. Skilled in Epic EHR and client advocacy, fostering strong relationships to enhance patient understanding and satisfaction. Committed to regulatory compliance and effective conflict resolution.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Financial Credit Counselor (FCC)
Duke Health Lake Norman Hospital
06.2025 - Current
- Provide comprehensive financial counseling to patients, explaining complex billing, insurance benefits, and financial liabilities to facilitate payment arrangements and ensure understanding.
- Utilize expertise gained from two weeks of intensive training on the Epic Electronic Health Record (EHR) system to accurately populate estimated patient liabilities, document patient conversations, and manage work queues for efficient billing resolution.
- Perform high-accuracy cash management duties, including calculating estimated patient liabilities and collecting payments according to established PRMO credit and collection policies.
- Resolve insurance claim rejections and denials by investigating issues and communicating with carriers and patients to ensure timely and accurate payment.
Dietary Aide, Nutritional Services
Lake Norman Regional Medical Center
01.2024 - 05.2025
- Applied knowledge of strict institutional protocols to ensure accurate fulfillment of critical patient orders and manage risk related to dietary restrictions and health guidelines.
- Maintained strict adherence to compliance standards (sanitation, hygiene) in a fast-paced healthcare environment.
Cook I / Cashier
Davidson College Cafe
01.2003 - 05.2014
- Managed daily financial operations, including processing customer payments, operating the POS system, and balancing the cash register with consistent accuracy over an 11-year period.
- Trained and mentored new team members on operational procedures, including customer service standards and cash handling protocols.
- Applied effective interpersonal skills to resolve service and team conflicts, maintaining a professional and productive client service environment.
Education
Culinary Workforce Program -
FeedNC
12.2023
High School Diploma -
Statesville High School
Skills
- Patient Financial Counseling
- Epic EHR/Revenue Cycle
- Insurance Verification
- Cash Management & Reconciliation
- Regulatory Compliance (HIPAA)
- Client Advocacy & Service
- Conflict Resolution
- Training & Mentorship
Certification
- ServSafe Food Handler, 2023-2026, Confirms knowledge of detailed, ANSI-certified health regulations and risk management practices.
- FARECheck Certification, 2023-2024, Focused on compliance and risk mitigation regarding health regulations.
Timeline
Financial Credit Counselor (FCC)
Duke Health Lake Norman Hospital
06.2025 - Current
Dietary Aide, Nutritional Services
Lake Norman Regional Medical Center
01.2024 - 05.2025
Cook I / Cashier
Davidson College Cafe
01.2003 - 05.2014
Culinary Workforce Program -
FeedNC
High School Diploma -
Statesville High School