Cassandra Gniffke
Roseville,MN
Summary
Accomplished professional with a proven track record at Mayo Clinic, adept in HIPAA compliance and customer service. Excelled in enhancing patient experiences and operational efficiency by leveraging critical thinking and electronic records management. Demonstrated success in improving service delivery, evidenced by surpassing performance metrics.
Overview
10
10
years of professional experience
Work History
Prior Authorization Representative
Mayo Clinic
10.2023 - Current
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in handling sensitive patient information.
- Verified eligibility and compliance with authorization requirements for service providers.
- Contributed to departmental success by consistently meeting or exceeding performance metrics such as accuracy, productivity, and quality standards.
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Supported continuous improvement initiatives by actively participating in meetings, providing feedback, and suggesting areas for improvement.
Transplant Follow up Billing Representative
Mayo Clinic
06.2021 - 09.2023
- Reviewed and solved account and billing discrepancies.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked effectively with medical payers such as Medicaid, commercial insurances to obtain timely and accurate payments.
- Coordinated with intermediate parties to obtain payments and resolve issues.
- Contributed to company revenue growth by identifying potential billing errors and preventing revenue leakage.
Patient Experience Specialist
Mayo Clinic
06.2014 - 05.2021
- Implemented feedback collection tools to gather valuable insights from patients, driving continuous improvement efforts.
- Reduced patient complaints by promptly addressing concerns and resolving issues.
- Improved patient experience scores through effective communication and empathy.
- Managed difficult situations involving unhappy or dissatisfied patients, employing conflict resolution skills effectively.
- Conducted regular performance evaluations of department staff, identifying areas for growth and development opportunities.
- Organized events focused on celebrating healthcare milestones such as National Hospital Week and Patient Experience Week, boosting staff morale and enhancing patient experiences.
- Analyzed data related to patient satisfaction surveys, identifying trends and opportunities for improvement in various aspects of care delivery within the organization.
- Answered patient assistance calls, assessed needs, and offered qualified support.
Education
Bachelor of Science - Community Health Services
Minnesota State University - Mankato
Mankato, MNSkills
- Basic medical terminology
- Authorizations
- Benefit Coverage
- HIPAA Compliance
- Insurance Verification
- Provider Relations
- Customer Service
- Correspondence Management
- Critical thinking abilities
- Electronic Records Management
Timeline
Prior Authorization Representative
Mayo Clinic
10.2023 - Current
Transplant Follow up Billing Representative
Mayo Clinic
06.2021 - 09.2023
Patient Experience Specialist
Mayo Clinic
06.2014 - 05.2021
Bachelor of Science - Community Health Services
Minnesota State University - Mankato
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