Epic
Colette Ross
Summary
Skilled healthcare professional with ten plus years of experience in administration, customer service and front facing patient care. Noted experience in office staff training/ mentorship. Methodical, hard-working and detail-oriented team player. Organized and dependable at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Medical Front Office Coordinator
Norton Healthcare, NCMG-Nulu
10.2022 - 09.2023
- Responsible for coordinating the flow of the day-to-day in a physician practice/clinic, including providing clerical support where needed.
- Would occasionally assist clinical staff when short and it was in my scope.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- My primary focus was our refugee intakes. Creation of all new charts, coordinating and scheduling of all appointments including dental and outside referrals.
- Built and maintained professional relationships with Louisville's three main refugee agencies, KRM, CTC, and IRC.
- Responsible for creating and providing weekly KOR invoices for accurate billing per our contracts.
- Responsible for coordinating and scheduling in-person interpreters through Language Line.
- Efficiently supervised filing, sorting, and handling of incoming and outgoing mail.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Interacted with patients & outside clinics by phone, email, or in person to provide requested information.
- Reduced wait times for patients by implementing efficient check-in and check-out procedures.
- Coordinated referral processes smoothly, facilitating seamless transitions between primary care providers and specialists when needed.
Patient Service Center Representative II
CONIFER HEALTH SOLUTIONS
02.2021 - 10.2022
- Responsible for creating a positive patient experience by accurately and efficiently handling the day-to-day operations relating to both financial clearance and scheduling of a patient
- Completed both scheduling and registration functions with the patient for an upcoming visit during one call
- Scheduling: Responsible for timely scheduling, providing callers with important information related to their appointment (i.e., Prep information for test, directions, order management etc.) Financial Clearance: up to and including verifying patient demographic, insurance information
- Verifies order is complete and matches scheduled procedure to provide a clean claim
- Includes indexing and exporting physician's orders to correct account numbers.
Preservice Representative
Norton Healthcare, Watterson Towers
01.2018 - 01.2021
- Responsible for ensuring a positive patient experience on all upcoming surgical and diagnostic procedures by accurately completing daily assignments, including pre-registration and financial clearance for adult/pediatric facilities and diagnostic centers
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Utilized multiple systems simultaneously and worked in a fast-paced, productivity-driven call center environment, accepting 40-plus inbound calls promptly and making outbound calls in a professional and courteous manner
- Possesses strong telephone communication, computer skills, and problem-solving abilities and demonstrates the highest level of customer service for all patients, providers, and other team members.
- Enhanced company reputation by providing exceptional customer service and support.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
Patient Access Coordinator
Baptist Health
01.2016 - 09.2018
- Responsible for completing a thorough admissions process for all inpatients and outpatients as well as Emergency room patients
- Improved patient satisfaction and provided exceptional customer service by streamlining the registration process and reducing wait times.
- Provide pre-registration, payment estimates, and verification of insurance benefits before appointments.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Assisted in reducing ER overcrowding by efficiently directing patients to appropriate care areas.
- Utilized electronic health records systems for accurate documentation and data entry, minimizing errors and improving patient record management.
- Participated in ongoing training opportunities, staying current on best practices in emergency department registration procedures.
- Contributed to a welcoming environment by maintaining a clean and organized registration area at all times.
- Maintained strict patient confidentiality by adhering to HIPAA regulations and protocols.
- Ensured patient safety by verifying identification and cross-checking information against electronic health records before registering or updating existing accounts.
- Obtained payments from patients for copays/OOP costs for services scheduled
Customer Service /Medical Billing Specialist
Avoca
01.2013 - 01.2016
- Monitor billing for multiple diagnostic billing groups, verify patient insurance, and communicate with insurance companies regarding claims and procedures.
- Directed 40-plus incoming calls from patients and insurance companies to departments
- Aided patients in resolving their billing accounts
- Data Entry & Maintain patient demographics using Medisoft system/Centricity
- Located errors and promptly refiled rejected claims.
- We examined patients' insurance coverage, deductibles, insurance carrier payments, and remaining balances not covered under policies when applicable.
- Precisely evaluated and verified benefits and eligibility.
- Collected payments and applied them to patient accounts.
- We liaised between patients, insurance companies, and the billing office.
- Evaluated patients' financial status and established appropriate payment plans.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- We verified patients' insurance to determine eligibility.
HIM Technician
Santa Barbara Cottage Hospital
01.2007 - 09.2009
- Enhanced patient data accuracy by diligently reviewing and validating medical records.
- Ensured timely processing of medical records for optimal patient care and facility efficiency.
- Maintained HIPAA compliance with strict adherence to confidentiality guidelines for all patient information.
- Secured confidential patient information from unauthorized access.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Processed medical records requests from outside providers according to facility, state, and federal law.
Education
Associates -
ATA College
Louisville, KY05.2013
Skills
- Administrative Office
- HIPAA Compliance
- Staff Training
- Medical Software
- Resourcefulness
- Adaptability
- Computer Proficiency
- Multitasking Abilities
- Organizational Skills
- Attention to Detail
- Problem-Solving
- Empathy and Compassion
- Professionalism
- Appointment Scheduling
- 70 WPM
- Payment Collection
- Insurance Verification
- Decision Making
- Patient Registration
Accomplishments
- Demonstrating stewardship of resources, Continually improve care and service, and for Setting the standard for quality and caring.
- I graduated from Learning the Norton Way -May 2023
- I became a preceptor so I may continue to train fellow employees/staff
Quote
“To live is the rarest thing in the world. Most people exist, that is all.”
Oscar Wilde
Software
Excel
Microsoft Word
PowerPoint
Slack
Zoom
Microsoft Outlook
Timeline
Medical Front Office Coordinator
Norton Healthcare, NCMG-Nulu
10.2022 - 09.2023
Patient Service Center Representative II
CONIFER HEALTH SOLUTIONS
02.2021 - 10.2022
Preservice Representative
Norton Healthcare, Watterson Towers
01.2018 - 01.2021
Patient Access Coordinator
Baptist Health
01.2016 - 09.2018
Customer Service /Medical Billing Specialist
Avoca
01.2013 - 01.2016
HIM Technician
Santa Barbara Cottage Hospital
01.2007 - 09.2009
Associates -
ATA College
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