Corie Bell

As an Advanced Medical Support assistant, I am currently serving as an initial point of contact for the units, clinics, patient, call centers, this includes, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This position requires practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

· I assure that all visitors and telephone calls are answered and referred in a prompt and courteous manner.

· I perform scheduling, canceling, re-scheduling of patient appointments and or consults.

· I develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.

· I can maintain and monitor patient appointments and schedules accordingly. I am also able to communicates delays to the appropriate staff and patients.

· I am responsible for maintaining/scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, and transmittal of schedules 3rd Party.

· I currently work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.

· Can resolve complaints of a local administrative nature and refers other complaints to appropriate authorities.

· Maintains patient's confidential records, copies, and file documentation.

· Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA policy. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion.

· I am capable to analyzes situations to determine what decisions can be made or if advise of higher authority is needed.

As the MOM Coordinator I was responsible for business relationships and coordination of needed services with local businesses and Industries. The position was also responsible for training and development of all Mercy Urgent Care staff regarding drug screen testing and breath alcohol testing.

· Communicated daily with businesses and industries about their needs from Mercy Occupational Medicine

· Maintained trainer certification for drug screen testing and breath alcohol testing.

· Maintained certifications and renewal process for all staff for drug screens, BAT’s, CPR, spirometry, audiometry, fit testing, ergonomic testing, FormFox and other certifications as needed.

· Used discretion to ensure all communication adheres to HIPAA Privacy & Security standards.

· Exercised professionalism & exceptional customer service skills in all interactions by observing & anticipating needs before they arise, then communicating them to relevant parties.

· Developed and maintained relationships with others quickly, in a fast-paced & high-stress environment. Worked closely with the Business Development Coordinator and Billing office to provide efficient, excellent, and timely communication with others.

· Exercised self-control & tact in stressful communications.

· On sight specimen collections, health fairs, scheduled coordination for services and kept added input for MOM newsletter.

· Set up a consortium and random pulls for testing required under the Department of Transportation guidelines.

· Trained for FormFox electronic system used to send authorizations for testing.

· Data entry of new companies into the EMR system.

· Sent out monthly billing.

· Obtained new clients through networking and working with Business Development Coordinator.

· Responded to calls, emails, complaints, and queries that patients might have. Provided information and updates regarding patients’ surgery schedules. Assisted patients with guidance on filing all necessary forms.

· Assisted patients with information necessary to pay all medical charges.

· Set post-surgical appointments with doctors and perform all necessary tests.

· Informed patients and any relevant third party through instructions about “things to do” before and after surgeries.

· Received all needed medical records and history from patients.

· Took reservations for surgeries and schedule a date based on the availability of the surgeon and the medical condition of patients.

· Ordered patients’ test results and assess information from the rep ort to determine if a patient is ready for surgery.

· Created a daily surgery schedule and surgical log for all departments concerned.

· Assured appropriate coordination with other hospital departments when special surgical needs occur.

· Filed, collected, and organized pre and post operational data for reference. Sorted and distributed incoming and outgoing mail to all necessary parties.

· Schedules/reschedules pre-operative and post-operative appointments and surgeries with physician for new and established patients using current physician protocols.

· Obtained insurance authorizations for patients needing MRI.

· Prioritized patient need based on collected information obtained through patient interview.

· Knowledge of authorization requirements based upon status for the surgery and CPT codes.

· Coordinated and post-surgery with outside facilities, to include equipment needed.

· Once surgery is confirmed, posts surgery in all necessary systems.

· Obtained medical clearances, cardiac clearances, etc. according to patient’s co-morbidity according to established protocols.

· Instructed/directed patients in a timely manner according to established policies and protocols related to specific surgeries and acts as ongoing resource for patient and staff questions.

· Kept an open line of professional communication with physician team regarding patient needs.

· Maintained a pleasant and cooperative demeanor while performing all duties.

· Ensured documentation in medical record accurately reflects communication and patient’s plan of care.

· Performs patient education when appropriate including oral and written education relevant to the patients’ surgery.

· Make changes in provider schedules as directed by physician or management.

· Made calls to insurance companies for necessary surgical authorization of services for patient appointments.

· Utilized online services from insurance companies to obtain surgical authorizations and/or gather information regarding patients’ coverage for services.

· Processed all items for review in the practice management system and assigned to the department and/or third-party software.

· Handled all calls and/or written inquiries regarding appointment service surgical authorizations through resolution.

· Researched, corrected, and re-filed any denied or rejected surgical authorization to maximize reimbursement.

· Ensured surgical authorizations were up to date, entered surgical authorizations into EHR, scanning, and linking surgical authorizations to the patient’s chart.

· Extensive scheduling coordination with the surgery department, specialist and ancillary departments is needed.

· Contacted patient insurance provider to obtain authorization and confirm eligibility status for the surgery and verify patient’s insurance coverage to include deductibles, out of pocket maximums, etc.

· Used information obtained from insurance provider, calculates patient’s payment amount to be paid to EmergeOrtho prior to surgery.

· Documented all information obtained in the practice management system to adequately relay said information to all staff and/or third-party software.

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· Utilized practice management software to perform specific duties.

· Served as a primary resource for all incoming calls.

· Directed all incoming calls to the appropriate staff/department based on pertinent information received from the caller.

· Returned phone calls within acceptable time frames.

· Maintained a pleasant, cooperative demeanor while performing all duties.

· Updated account information in the practice management system as necessary

· Retrieved and directed messages from the general voicemail box and after-hours call service to the appropriate staff members.

· Notified Team Lead or Manager of issues interfering with department operations.

· Was asked to maintain logs for statistical follow-up of phone activity.

· Actively scheduled referrals from the community.

· Maintained/completed monthly schedules, weekly supply orders, new hire setup, and training for the front desk.

· Positive attitude and ability to offer solutions for improvement.

· Monthly schedules for front desk, coordinated PTO requests and coverage.

· Shared hours each week of 20 hours in the front desk position and 20 hours in the team lead- position

· Held regular meetings.

· Trained new hires with an in-depth training process to be sure they were set up for success.

· Monitored time and attendance and completed edits as needed.

· Performed yearly evaluations with the supervisor for front desk team members.

· Met weekly with supervisor to discuss changes and improvement plans.

· On-call responsibilities as needed to be sure that the team members had access to information.

· Strived to continually improve the efficiency at the front desk.

· Counseled team members on patient de-escalation techniques along with setting up training classes from the local police departments.

· Updated front desk policy and procedure book.

· Provided professional communication with patients, vendors and team members through phone, email, and face-to-face.

· Maintained a neat and organized area at the front desk and lobby areas.

· Provided patient support.

· Activated and update patients accounts with demographic, financial, and insurance information.

· Collected co-pays, self-pay, old balances.

· Qualified patients for charity care program.

· Monitored visitor awareness and maintained security awareness.

· Answered telephone, screened, and directed calls.

· Took and relayed messages.

· Provided support to the clinical team on patient inquiries.

· Monitored and maintained office equipment, called for repair as needed.

· Balanced charges and cash collections at the end of shift.

· Opened/Closed clinics through alarm system.

· Maintained HIPAA privacy laws.

· Entered demographic and insurance information into EMR system.

· Checked Allscripts and Practice Velocity Practice Management system for patient balances and longevity of last visit.

· Greeted everyone compassionately with the use of the core values that present at the Urgent Care in person or on the phone.

· Maintained all files and fax system processes.

· Completed all daily duties and prepared front desk for the next shift.

· Ensured quick responses to all inquiries.

· Trained new front desk personnel in an organized fashion. Communicated training with supervisor.

· Communicated with physician offices about patient and insurance information, according to HIPAA guidelines.

· Scheduled industrial appointments, leaving time for specific appointments.

· Obtained authorization for Carolina Access and Worker’s Compensation claims.

· Pulled correct EPS and Workers Compensation protocols for the clinic.

· Validated insurance eligibility and collected appropriate monies from each patient.

· Qualified patients who applied for compassionate care. (Internal Financial assistance program.)

· Was responsible for the accuracy of insurance and demographic information entered in the practice management systems.

· Maintained username and passwords for insurance eligibility checks on Medicaid and Blue E.

· Assisted new patients with appropriate paperwork.