Crystal Jones
Albion
Summary
Versatile, dedicated with a positive outlook. Excelling in proactive problem-solving and relationship building. Skilled in enhancing patient satisfaction through effective communication and personalized care to each individual as an individual.. Recognized for streamlining processes and fostering team collaboration, ensuring timely resolutions and compliance while maintain a positive yet prosperous work environment.
Overview
8
8
years of professional experience
Work History
Patient Advocate
Velociti
05.2018 - 10.2019
- Advocated for patients' needs, ensuring access to appropriate healthcare resources and services.
- Collaborated with medical staff to develop patient care plans tailored to individual requirements.
- Educated patients about treatment options, enhancing understanding and fostering informed decision-making.
- Resolved patient inquiries and concerns promptly, improving overall satisfaction and trust in healthcare services.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
Transportation Dispatch Coordinator
Mercer Transportation
08.2015 - 05.2017
- Coordinated daily dispatch operations to ensure timely delivery of freight.
- Managed communication between drivers and customers to resolve issues efficiently.
- Utilized transportation management systems to track shipments and optimize routes.
- Developed and maintained scheduling procedures for enhanced operational efficiency.
- Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Maintained accurate records of dispatched orders, ensuring efficient billing processes and client satisfaction.
- Implemented GPS tracking system, improving route accuracy and minimizing delivery times.
- Provided ongoing support for drivers with route adjustments, load information, or other assistance as needed during their shifts.
- Scheduled and organized delivery routes.
- Answered phone calls and responded to customer emails.
Patient Account Team Lead
Baptist Health Hospital
03.2013 - 05.2015
- Led patient account team, ensuring accurate billing and timely resolution of inquiries.
- Trained and mentored staff on best practices for patient account management.
- Developed streamlined processes to enhance efficiency in claims processing.
- Analyzed trends in patient accounts to identify areas for improvement and training needs.
- Facilitated regular team meetings to discuss challenges and share solutions for account management issues.
- Conducted regular meetings with the team to discuss performance metrics, address individual and group concerns, and celebrate successes.
- Increased patient retention with personalized customer service and prompt resolution of account issues.
- Developed comprehensive training materials to enhance staff knowledge of industry regulations, resulting in improved compliance rates.
- Electronically submitted bills according to compliance guidelines.
- Contacted patients after insurance was calculated to obtain payments.
- Utilized computer programs to create invoices, letters, and other documents.
- Verified patient insurance eligibility and entered patient information into system.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
Debt Collector
GLA Collections
02.2012 - 04.2013
- Managed collections process for delinquent accounts, ensuring compliance with regulatory standards.
- Negotiated payment arrangements that improved recovery rates and strengthened client relationships.
- Conducted skip tracing to locate hard-to-reach debtors, enhancing overall collection efficiency.
- Analyzed account data to identify trends, driving targeted collection strategies and improving outcomes.
- Worked closely with insurance companies to verify coverage details, coordinate benefits, and secure prompt payment for outstanding medical debts.
- Facilitated timely resolutions for disputed claims by thoroughly investigating supporting documentation and negotiating mutually beneficial agreements between patients and providers.
- Maintained strict adherence to HIPAA guidelines while handling sensitive patient information during the collection process, ensuring confidentiality at all times.
- Collaborated with healthcare providers to ensure accurate billing and coding, minimizing disputes and accelerating resolution times.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Researched billing errors and discrepancies to initiate corrective action.
- Analyzed customer financial records to determine appropriate payment plan.
Education
High School Diploma -
Charles D'Amico High School
Albion, NYSkills
- Patient rights
- Proactive problem-solving
- Relationship building
- Team leadership
- Problem-solving
- Complaint handling
- Appointment scheduling
- Verbal and written communication
- Decision-making
- File organization
- Document management
- Records management
- Meeting scheduling
- Scheduling
- Staff management
- Meticulous attention to detail
Timeline
Patient Advocate
Velociti
05.2018 - 10.2019
Transportation Dispatch Coordinator
Mercer Transportation
08.2015 - 05.2017
Patient Account Team Lead
Baptist Health Hospital
03.2013 - 05.2015
Debt Collector
GLA Collections
02.2012 - 04.2013
High School Diploma -
Charles D'Amico High School