Hi, I’m
Colette Ross
Healthcare Professional
Louisville,KY
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
18
years of professional experience
Work History
Norton Healthcare
Practice Supervisor
04.2024 - 01.2025
Job overview
- Established strong relationships with local healthcare providers, fostering a supportive network for referral services.
- Enhanced patient experience by streamlining administrative processes and coordinating with medical staff.
- Managed daily operations for a busy medical practice, ensuring efficient workflow and timely care delivery.
- Ordered all office supplies and kept check on inventory levels.
- Addressed and remedied all patient or team member issues.
- Supervised team of 6 office personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Enhanced patient satisfaction by streamlining front office processes and implementing efficient scheduling systems.
- Evaluated employee performance on an ongoing basis, providing constructive feedback for continuous improvement.
- Maintained accurate inventory records for medical supplies and equipment, resolving discrepancies promptly as they arose.
- Established strong relationships with patients, creating an environment of trust and open communication.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
Norton Healthcare, NCMG-NuluLouisville, KY
Medical Front Office Coordinator
10.2022 - 09.2023
Job overview
- 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.
CONIFER HEALTH SOLUTIONSFrisco, TX
Patient Service Center Representative II
02.2021 - 10.2022
Job overview
- 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.
Norton Healthcare, Watterson TowersLouisville, KY
Preservice Representative
01.2018 - 01.2021
Job overview
- 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.
Baptist HealthLouisville, KY
Patient Access Coordinator
01.2016 - 09.2018
Job overview
- 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
AvocaLouisville, KY
Customer Service /Medical Billing Specialist
01.2013 - 01.2016
Job overview
- 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.
Santa Barbara Cottage HospitalSanta Barbara, CA
HIM Technician
01.2007 - 09.2009
Job overview
- 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
ATA College
Associates
05.2013
Skills
Administrative Office
HIPAA Compliance
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
Patient Registration
Electronic health records
Training and mentoring
Employee performance
Staff management
Schedule management
Workflow management
New hire training
Policy implementation
Supplies ordering
Payroll administration
Referral management
Workflow efficiency
Teamwork and collaboration
Problem-solving
Attention to detail
Reliability
Critical thinking
Team collaboration
Active listening
Effective communication
Patient safety
Decision-making
Relationship building
Employee supervision
Team building
HIPAA guidelines
Task prioritization
Self motivation
Interpersonal skills
Conflict resolution
Problem identification
Employee performance evaluations
Staff supervision
Employee work scheduling
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 and mentor fellow employees/staff
Education
Louisville, KY
Timeline
Practice Supervisor
Norton Healthcare
04.2024 - 01.2025
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
ATA College
Associates
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefits401k matchPaid time offCareer advancementSimilar Profiles
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