Christy Collins
Dallas,TX
Summary
To obtain a position using over 18 years of progressive healthcare and administrative experience, demonstrating a consistent track record of outstanding employment. Equally strong qualification in administration and patient care such as point of service coordination, billing database entry registration, communicating, coordinating, and disseminating information to staff and clients.
Overview
19
19
years of professional experience
Work History
Patient Access Supervisor
Texas Health Resources
04.2022 - Current
- Oversaw the development and Supervision of Staff
- Responsible for interviewing, hiring, training scheduling and termination of front-end staff
- Communicated clear performance and customer service standards to ensure that all clinics were staffed and were updated on critical processes which affect our clinics operations
- Organized and led staff meetings and huddles
- Ensured that educational pamphlets and brochures of services like consent to treat and HIPAA consent are readily available for patients
- Initiated and participated in staff performance evaluations, and development of associates including performance improvement plans, disciplinary actions and/or termination of associates
- Coordinated Business Processes
- Provided business leadership of day-to-day operations in assigned areas in coordination with administration, RNs, MDs, and other areas as needed
- Oversaw the front-end aspects of the clinic financial operations including scheduling, template management, registration, reconciling the charges each day and addressed errors
- Reviewed and assigned responsibilities of Patient Information Assistants for scheduling accuracy, template maximization and account error correction in advance of the clinic visit
- Partnered with physicians and clinic leadership to ensure the facility group practice guidelines were followed
- In conjunction with the Business Supervisor, managed staff levels to adequate clinic coverage always
- Managed associates’ time and attendance and ensured accuracy of information was submitted to payroll on a bi-weekly basis
- Served as an accessible expert resource to the clerical staff, MDs, RNs, and other areas of the hospital to answer questions, solve any issues, and correct problems as needed
- Presented myself as a “first responder” to patient and family concerns and complaints and was aware of the options that were available to use for service recovery
- Requested the necessary guidance from manager/director when needed in order to ensure service recovery success
- Initiated and evaluated the department workflows and identified the areas for improved efficiencies and/or the patient satisfaction
- Managed and maintained a positive working environment
- Data Management and Reporting
- Completed routine audits and reports according to specific deadlines; provided clear documentation of all concerns and successes to the appropriate manager/director.
Patient Access Supervisor
Baptist Health Medical Center
02.2020 - 03.2022
- Oversaw the development and Supervision of Staff
- Responsible for interviewing, hiring, training scheduling and termination of front-end staff
- Communicated clear performance and customer service standards to ensure that all clinics were staffed and were updated on critical processes which affect our clinics operations
- Organized and led staff meetings and huddles
- Ensured that educational pamphlets and brochures of services like consent to treat and HIPAA consent are readily available for patients
- Initiated and participated in staff performance evaluations, and development of associates including performance improvement plans, disciplinary actions and/or termination of associates
- Coordinated Business Processes
- Provided business leadership of day-to-day operations in assigned areas in coordination with administration, RNs, MDs, and other areas as needed
- Oversaw the front-end aspects of the clinic financial operations including scheduling, template management, registration, reconciling the charges each day and addressed errors
- Reviewed and assigned responsibilities of Patient Information Assistants for scheduling accuracy, template maximization and account error correction in advance of the clinic visit
- Partnered with physicians and clinic leadership to ensure the facility group practice guidelines were followed
- In conjunction with the Business Supervisor, managed staff levels to adequate clinic coverage always
- Managed associates’ time and attendance and ensured accuracy of information was submitted to payroll on a bi-weekly basis
- Served as an accessible expert resource to the clerical staff, MDs, RNs, and other areas of the hospital to answer questions, solve any issues, and correct problems as needed
- Presented myself as a “first responder” to patient and family concerns and complaints and was aware of the options that were available to use for service recovery
- Requested the necessary guidance from manager/director when needed in order to ensure service recovery success
- Initiated and evaluated the department workflows and identified the areas for improved efficiencies and/or the patient satisfaction
- Managed and maintained a positive working environment
- Data Management and Reporting
- Completed routine audits and reports according to specific deadlines; provided clear documentation of all concerns and successes to the appropriate manager/director.
Sr. Insurance Specialist
Arkansas Children's Hospital
10.2017 - 02.2020
- Utilized both online and telephone verification telephone verification/authorization tools
- Employed current system to obtain prior authorizations for all clinics, Medicare patients, Out-of-State Medicaid, SDC, High End Radiology (MRI, MRA, CT), Nuclear Medicine, Genetics, Echo, and Heart Station
- Obtained prior authorizations for specialty drugs: Botox, Remicade, Baclofen, IVIG, Therapy treatments, and Treatment plans with Hematology/Oncology Clinics
- Documents and returns all phone calls within 24 hours
- Learned to obtain the correct clinical reports for payers and other authorized personnel
- Determined the correct CPT/ICD-10 codes for standard procedures
- Coordinated statuses and processes with other department managers, clinical staff, families, and fellow teammates
- Pre-registered patients for SDC and Referral Accounts
- Was responsible for preregistration of SDC and referred accounts prior to date of service with less than 3% error rate to ensure patient eligibility, benefits, and accurate claims payment
- Completed outbound calls to families regarding insurance coverage and benefits, high deductibles, co-pays, denials, and PCP selection
- Investigated and reviewed the accuracy and completeness of information prior to services being rendered
- Percentage of daily workload completion was above 90%
- Maintained current reminder list and account follow-up
- Worked and resolved reminders within 3 business days
- Conducted appropriate follow-up on all assigned accounts including documenting in the patients account detailed insurance information
- Investigated and reviewed the accuracy and completeness of information prior to services being rendered
- Verified insurance and Medicaid benefits 15 days prior to date of service
- Had to present as leadership and effectiveness
- Performed some leadership tasks in the absence of team lead as appropriate and served as a Subject Matter Expert (SME)
- Responded to follow-up requests from Managers or the lead in a timely manner determined by complexity of request
- Ensured that pre-certification, pre-notification, prior authorization, or referral is received for each account with a financial class of insurance and/or Medicaid as needed
- Appropriately referred all high dollar and referred self-pay accounts to the Financial Counselor
- Had to have the ability to understand the mission of Arkansas Children's Hospital and to implement it into my daily activities.
Diversity Outreach Coordinator
Center for Healing Hearts and Spirits
11.2016 - 10.2017
- Responsible for working with community organizations, schools, and police departments in developing periodic programing on Tobacco Prevention, Rape Crisis, Crime prevention, suicide, and Drugs
- Identifying opportunities through awareness and/or volunteer efforts for all programs
- Managing communications and relationships with non-profit partners
- Completed CHHS grant responsibilities in counties Clark, Lonoke, and Faulkner County giving budgets information to the grants administrator and sending in monthly and quarterly reports to our Grant facilitators
- Proactively identified and met with local non-profits partners reviewing, responding, and fulfilling requests based on established relationships and procedures
- Planed and implement related events and campaigns, including employee volunteer initiatives
- Represented CHHS in the community through event attendance, speaking engagements and via media relations
- Developed and maintained broad networks of community contacts and worked on grants for the following year in order to be funded.
Specialty Program Coordinator
University of Arkansas for Medical Sciences
11.2004 - 08.2016
- Records and processes orders and/or inquiries received by fax, mail, telephone, etc
- Provides pricing, availability, and schedules information within established guidelines
- Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries
- Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient's condition
- Contacts pharmacist to alert of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling
- Complete other stages of the order process as assigned including but not limited to scanning prescriptions, load insurance information, run test claims, work issues and facilitate prior authorizations
- Provides typed documentation of all communications received from calls and Provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.
Front Desk Manager
University of Arkansas for Medical Sciences
11.2004 - 08.2016
- Called insurances to approve procedures and scheduled patient appointments
- Performed patient check out and collected/posted payments
- Authorized Medicaid referrals and faxed to different clinics
- Coordinated E-Billing and balanced daily budget
- Oversaw recruitment, professional development, and evaluations of staff members
- Created employee schedule and delegated tasks to a variety of clinical, administrative, and clerical staff members
- Handled decisions regarding purchasing supplies and regularly ordered through SAP/Procurement
- Ensured PCP assignment at time of registration.
Procedural Coder/Medical Scribe
University of Arkansas for Medical Sciences
11.2004 - 08.2016
- Reviewed EOB's for various insurance carriers and completed necessary appeals for denials
- Accurately assign procedural codes, sequencing diagnosis per patient medical record for physician billing in general medicine, renal, cardiology and hematology
- Process insurance company denials by auditing patient files, researching procedures and diagnostic codes to determine proper reimbursement
- High volume charge entry and payment posting
- Accompanied physician during patient consultations and assisted in recording patient history and physical exam findings into the electronic medical record.
Medical Lab Assistant /Clinical Laboratory
University of Arkansas for Medical Sciences
11.2004 - 08.2016
- Obtained and processed patient specimens and entered lab results into the patient records system
- Drew blood from patients in hospital in all outpatient settings.
Human Resource Assistant
Sears
08.2013 - 12.2014
- Maintained payroll and personnel file for each employee and HRIS system
- Updated records such as change in exemptions, insurance coverage, savings, deductions
- Processed child support payments, health insurance and life insurance
- Verified 1-9 documentation and maintained books current
- Performed customer service function by answering employee's request and questions.
Patient Representative - ER
Baptist Hospital Medical Center
04.2011 - 10.2012
- Answered multi-line phones and routed to appropriate personnel/department
- Entered patient registration information into EPIC medical records system
- Front Office Team Lead; made staff schedule and delegated job duties
- Maintained financial records and performed accounting tasks.
Education
Master of Public Health -
University of Arkansas Medical Sciences
12.2023
Bachelor of Business/Organizational Management -
Philander Smith College
12.2018
High School Diploma -
Kempner High School
05.1998
Skills
- Problem-Solving
- Customer Service
- Multitasking and Organization
- Registration and Admissions
- Training Coordination
- HIPAA Compliance
- Pre-Admission Requests
- Patient Education
- Quality Assurance
- Scheduling Diagnostic Procedures
- Registration Management
- Insurance Verification
- Work Quality Evaluation
- Insurance Company Knowledgeable
- Financial Procedures Adherence
- Patient Registration
- Referral Coordination
- Insurance Billing
- Team Collaboration
- Process Improvement
- Payment Processing
- Team Leadership
Certifications Training
- Super user with EPIC team Medical Terminology
- UAMS. Little Rock, AR. NAHAM. CHAA Certification
- Microsoft Office
- Excel Microsoft Office Access SAP/Procurement
Application Software
- Epic
- Microsoft Office Suite (Word, Excel, Access, Outlook)
- SAP/Procurement Super user with Epic program Sunrise.
- EPF.
- Abstraction.
- SMS.
- Oscar.
- Logician.
- OAS Gold
- UAMS Link/Hospital. Bogie.
- SAP Procurement.
- Centricity.
- PHS.
- Application Extender
- Patient tracker
- Insite
- Ebilling
- Webchart
- Registration workstation
- CARS
- Employeenet
- Infor BI
- ISM
- Kronos
- Lawson
- Performance Manager
Timeline
Patient Access Supervisor
Texas Health Resources
04.2022 - Current
Patient Access Supervisor
Baptist Health Medical Center
02.2020 - 03.2022
Sr. Insurance Specialist
Arkansas Children's Hospital
10.2017 - 02.2020
Diversity Outreach Coordinator
Center for Healing Hearts and Spirits
11.2016 - 10.2017
Human Resource Assistant
Sears
08.2013 - 12.2014
Patient Representative - ER
Baptist Hospital Medical Center
04.2011 - 10.2012
Specialty Program Coordinator
University of Arkansas for Medical Sciences
11.2004 - 08.2016
Front Desk Manager
University of Arkansas for Medical Sciences
11.2004 - 08.2016
Procedural Coder/Medical Scribe
University of Arkansas for Medical Sciences
11.2004 - 08.2016
Medical Lab Assistant /Clinical Laboratory
University of Arkansas for Medical Sciences
11.2004 - 08.2016
Master of Public Health -
University of Arkansas Medical Sciences
Bachelor of Business/Organizational Management -
Philander Smith College
High School Diploma -
Kempner High School