Cheryl Lightner

• Oversaw daily operations, ensuring seamless patient flow and optimal staff performance for three dermatology clinics.
• Implemented process improvements that enhanced clinic efficiency and patient satisfaction.
• Managed scheduling and resource allocation to maximize staff productivity and minimize wait times.
• Analyzed operational metrics to identify trends, informing strategic decision-making processes.
• Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
• Ordered all medical & office supplies and managed inventory levels.
• Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
• Managed team of 29 office personnel in three clinics.
• Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
• Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
• Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
• Created and implemented organizational policies and procedures.
• Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
• Consulted with healthcare professionals on business decisions.
• Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
• Monitored and analyzed patient feedback to identify areas for improvement in service delivery.
• Enhanced team morale and reduced turnover rates by introducing an employee recognition program.
• Developed and enforced office policies to ensure compliance with healthcare regulations, improving practice efficiency.
• Developed comprehensive maintenance schedule for medical equipment, ensuring reliability and safety.
• Conducted regular staff meetings to ensure high levels of patient service and care.
• Recruited, hired and trained all staff, providing direct supervision and ongoing staff development.
• Delivered corrective action, including termination.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients for continued compliance with associated regulations.

• Coordinated surgery schedules for multiple ENT specialists, optimizing patient flow and resource allocation.
• Managed patient communications regarding pre-operative instructions, ensuring clarity and compliance with procedures.
• Facilitated insurance verification processes, reducing delays in scheduling and improving service delivery.
• Streamlined appointment booking systems, enhancing efficiency and minimizing scheduling conflicts.
• Developed relationships with surgical teams to ensure alignment on surgical priorities and timelines, promoting cohesive operations.
• Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
• Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
• Arranged pre-operative and post-operative appointments for surgical patients.
• Expertly managed planning, scheduling, and coordination of outpatient procedures.
• Verified insurance coverage and obtained pre-authorizations.
• Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
• Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
• Resolved scheduling conflicts to maintain high-quality patient services.
• Updated daily operating room calendars with accurate appointment schedules.
• Checked patients in and out and collected payments.
• Streamlined operational efficiencies by collaborating with surgeons, anesthesiologists, and nursing staff to coordinate timely surgeries.
• Coordinated with 13 facilities to set up surgeries for 4 ENT surgeons.
• Improved scheduling flexibility, accommodating patient requests and emergencies with minimal impact on planned procedures.
• Coordinated with multiple departments to ensure smooth operation on surgery days, reducing patient wait times.
• Reduced scheduling errors significantly, meticulously verifying details with surgeons and anesthesiologists.
• Improved resource allocation, scheduling surgeries to maximize use of available operating rooms and equipment.
• Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
• Obtained payments from patients and scanned identification and insurance cards.

• Quickly mastered the Front Desk environment and was promoted to Lead.
• Trained all Front Desk staff.
• Created a policy and procedure manual for Front Desk operations.
• Collaborated with physicians and assisted with opening a second Pediatric office.
• Transitioned from paper charts to Athena EMR system.
• Answered multi-line phones.
• Checked patients in and out.
• Collected deductible, copays and outstanding balances.
• Processed Medical Records Requests, Referrals and Authorizations.
• Reconciled Patient Accounts and answered billing inquiries.
• Provided excellent customer service.
• De-escalated Conflict.
• Streamlined Front Desk workflow processes.
• Account Reconciliation

• Analyzed patient accounts to identify discrepancies and resolve billing issues efficiently.
• Reviewed insurance policies and explained coverage details to patients for better understanding.
• Accurately posted commercial insurance and patient payments to patient accounts and processed refunds.
• Worked with outside entities to resolve issues with billing, claims, and payments.
• Contacted patients after insurance was calculated to obtain payments.
• Maintained a high level of customer satisfaction by promptly addressing patient inquiries and resolving billing concerns.
• Assisted in training new hires, sharing best practices and contributing to a cohesive work environment within the department.
• Handled account payments and provided information regarding outstanding balances.
• Maintained accurate records of customer payments.
• Reason for Leaving: Patient Financial Services was outsourced.

• Coordinated patient authorizations to ensure timely access to behavioral health services.
• Trained team members to process Outpatient Treatment Records to improve efficiency and production.
• Reviewed Outpatient Treatment Records for accuracy.
• Created authorizations for outpatient therapy services.
• Verified eligibility and provider credentialing status.
• Reason for Leaving: Unexpected move to New Mexico for husband's employment

• Promoted to Lead Commercial Teller in 4 months.
• Processed customer transactions with accuracy and efficiency, ensuring compliance with banking regulations.
• Assisted customers in account inquiries and resolved issues to enhance customer satisfaction.
• Maintained cash drawer balance, performing regular audits to ensure financial integrity.
• Collaborated with management to identify workflow improvements, enhancing overall branch efficiency.
• With attention to detail, I seized counterfeit cash and money orders.
• Monitored daily transactions, identifying trends and potential risks to mitigate fraud exposure.
• Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
• Built strong customer relationships by providing exceptional service and support during transactions.
• Assisted in training new tellers, sharing best practices for efficient customer service and transaction processing.
• Reconciled and proofed daily transaction totals to actual cash and checks.
• Reason for Leaving: Relocated to Austin, TX for husband's job

Lead Treatment Records Specialist

• Processed Outpatient Treatment Records by performing benefit, network and authorization review activities.
• Subject matter expert for contracted vendor system.
• Consolidated the OTR processing functions from three regional processing centers into the Austin division.
• Refined processes and procedures for multiple types of outpatient treatment referrals, which increased efficiency.
• Created a policy and procedure manual.
• Trained the Outpatient Treatment Records team to ensure quality and production standards were attained.

Customer Service Representative

• Accurately processed Outpatient Mental Health and Substance Abuse claims.
• Processed Outpatient Treatment Records to provide authorization to practitioners for initial and routine mental health and substance abuse treatment.
• Trained and coached team members in the processes and procedures to aid in achieving the performance metrics goals.
• Handled escalated issues professionally ensuring a positive patient experience.
• Focused on First Call Resolution.
• Researched, analyzed and resolved customer inquiries in a timely manner.

• Quickly promoted from CSR I to CSR II
• Managed inbound calls, resolving customer inquiries and concerns effectively.
• Coordinated with healthcare providers to resolve billing inquiries.
• Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
• Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical, vision and pharmacy benefits, claims, billing, authorizations, referrals, coordination of benefits, provider overpayments and refund requests.
• Assisted in training new team members on company policies and best practices in medical customer service delivery.
• Consistently maintained a high-level of accuracy and attention to detail, while focusing on first call resolution.
• Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
• Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
• Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
• Received many customer compliments and Thank You cards for providing excellent customer service.