CRYSTAL LITTLE
MOREHEAD
Summary
Seeking an office management position with an organization where I can utilize my skills and experience to improve operations, increase profitability, and enhance growth.
Overview
25
25
years of professional experience
Work History
Patient Service Representative
Primary Plus Morehead
Morehead
08.2023 - Current
- Answer phone
- Managed patient check-in and registration processes efficiently.
- Facilitated communication between patients and healthcare providers effectively.
- Scheduled patient appointments using electronic health record systems.
- Addressed patient inquiries and resolved issues promptly and professionally.
- Maintained accurate patient records in compliance with privacy regulations.
- Coordinated follow-up calls to ensure patient satisfaction with services.
- Assisted in processing insurance claims and verifying coverage details.
- Educated patients on office policies and procedures clearly and thoroughly.
- Answered incoming calls in a professional manner.
- Verified insurance information, collected payments, and scheduled appointments.
- Adhered to HIPAA regulations when handling confidential patient information.
- Assisted with scheduling follow-up appointments according to provider availability.
- Inputted patient demographic data into electronic health record system.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Registered patients by verifying records to update computer system and patient charts.
- Greeted patients upon arrival and directed them to the appropriate area.
- Ensured all necessary paperwork was completed prior to patient visits.
- Maintained a clean and organized reception area.
- Performed administrative duties such as filing, faxing, photocopying.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Obtained proper authorization and identification to release confidential medical records.
- Assisted with the completion of medical forms and records.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Ran credit card batches and balanced deposits on daily basis.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Reviewed patient accounts for accuracy on a regular basis.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Utilized technology and specialized software to maximize productivity.
- Sorted and distributed incoming mail daily.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Referred patients to appropriate professionals and services.
- Maintained accurate records of services provided during each visit or procedure.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Participated in training sessions to stay updated on healthcare policies and registration software.
Scheduler
Kentucky Eye Institi
Morehead
08.2021 - 08.2023
- Scheduled cataract surgeries
- Verified insurance
- Prior authorization
- Paperwork for cataract surgeries
- Scheduled patient appointments using electronic health record system.
- Coordinated with medical staff to optimize daily schedules.
- Managed patient communications regarding appointment confirmations and changes.
- Assisted in maintaining accurate patient records for scheduling purposes.
- Collaborated with insurance providers to verify patient eligibility and coverage.
- Organized follow-up appointments based on physician recommendations.
- Trained new staff on scheduling procedures and software usage.
- Developed improvements for scheduling workflows to enhance efficiency.
- Scheduled and confirmed appointments.
- Communicated schedule changes effectively throughout the organization when necessary.
- Developed and maintained scheduling procedures to ensure timely completion of projects.
- Worked closely with project managers to prioritize tasks according to importance and urgency levels.
- Maintained accurate records of all tasks completed by the team.
Billing specialist
St. Claire Medical
Morehead
03.2016 - 08.2020
- Process claims
- Processed billing statements for client accounts using accounting software.
- Reviewed invoices for accuracy and compliance with company policies.
- Communicated with clients regarding billing inquiries and discrepancies.
- Maintained detailed records of financial transactions and adjustments.
- Assisted in month-end closing procedures for financial reporting.
- Collaborated with the collections team to resolve outstanding payments.
- Updated customer information in the billing database regularly.
- Coordinated with other departments to ensure seamless billing operations.
- Answered customer inquiries regarding billings, payments, account status.
- Worked with team members to identify and develop process improvements.
- Investigated incorrect billings and processed refunds as necessary.
- Worked closely with patients to discuss payment arrangements when needed.
- Resolved discrepancies between customers' remittances and invoices received.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Maintained accurate records of collections, adjustments and denials in the system.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Calculated billing charges, prepared and submitted claims to insurance companies.
- Monitored accounts receivable activity to ensure timely payment of invoices.
- Reconciled daily cash receipts with total deposits on bank statement.
- Performed additional duties as assigned by management team.
BILLING SPECIALIST
ST. CLAIRE REGIONAL MEDICAL CENTER
01.2016 - 08.2020
- Prepares billings for reimbursement from third party using established procedures.
- Follows up insurance claims to facilitate payment.
- Follows collection process by using established procedures.
- Process mail inquiries, request for records, and return mail daily following established procedures.
- Processed patient billing statements accurately and efficiently.
- Managed insurance claims submissions and follow-ups with providers.
- Reviewed and corrected billing discrepancies to maintain data integrity.
- Coordinated with medical staff to verify patient insurance information.
- Utilized electronic health record systems for accurate billing records.
- Assisted patients with billing inquiries and payment options.
- Collaborated with finance team to streamline billing procedures.
- Maintained compliance with healthcare regulations in all billing activities.
- Answered customer inquiries regarding billings, payments, account status.
- Investigated incorrect billings and processed refunds as necessary.
- Worked closely with patients to discuss payment arrangements when needed.
- Resolved discrepancies between customers' remittances and invoices received.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
OFFICE MANAGER
ST. CLAIRE REGIONAL FAMILY MEDICINE
01.2011 - 01.2016
- Assists and supports the Director, Family Medicine and Administrative Director, Clinic Operations.
- Performs receptionist and clerical duties for Family Medicine Administration office.
- Processes payroll Family Medicine and Central Billing Office in a timely manner.
- Coordinates and attends all required meetings with subsequent production of necessary documentation and minutes. Includes preparation for and minutes of Family Medicine Executive Committee, Family Medicine Medical staff, Clinic Coordinator, and Clinic Services.
- Develops and maintains monthly Family Medicine medical staff schedules for all sites and hospital call.
- Conducts credentialing process with payers for all Family Medicine providers including initial enrollments and updates.
- Tracks and reports provider vacation/CME time and CME fund expenditures.
- Prepares monthly report on clinic encounters and reports this information in the hospital system.
- Arranges nursing coverage for call-ins and changes as needed.
- Assists clinic coordinators and/or staff with problems as they arise.
- Schedules meetings and meeting rooms as directed.
- Responsible for maintenance of office supplies and equipment.
- Ensures department mail is processed daily.
UNIT SECRETARY
ST. CLAIRE REGIONAL MEDICAL CENTER
01.2009 - 01.2011
- Answers telephone and intercom calls and provides information or relays messages to patients and medical staff.
- Greets and directs visitors, patients, and staff to patients’ rooms.
- Discharges and transfers patients within thirty minutes.
- Communicates and documents consult communication in Meditech.
- Enters all other information/requests as indicated and enters verbal orders during emergency.
- Applies/removes stickers when indicated.
- Makes Kardex for the primary nurse – complete with patient name, attending physician, and diagnosis.
- Notifies consulting physicians and other healthcare providers as ordered.
- Places reports on charts in timely manner.
- Maintains Census Report.
- Maintains the accuracy of the patient’s medical record.
- Scans forms/documents into the patient’s EMR in a timely matter.
CUSTOMER SERVICE REPRESENTATIVE
AT&T MOBILITY
01.2003 - 01.2009
- Processed customer bills and payments over the phone.
- Processed troubleshooting phone issues for customers.
OFFICE MANAGER
Morehead dental group
01.2001 - 01.2002
OFFICE MANAGER
HLT CHECK EXCHANGE
01.2003
Education
Bachelor Degree -
Business Management
Skills
- Communication Skills
- Multi-Tasking
- Prioritizing Time Management
- Organization
- Customer Management
- Conflict Resolution
- Microsoft Office
- KYMMIS
- Meditech
- Payroll
- Zirmed
- Quikbooks
- Insurance Payer's
- Electronic health records
- Insurance verification
- Billing processes
- Patient registration
- Appointment scheduling
- Medical billing
References
Available upon request
Timeline
Patient Service Representative
Primary Plus Morehead
08.2023 - Current
Scheduler
Kentucky Eye Institi
08.2021 - 08.2023
Billing specialist
St. Claire Medical
03.2016 - 08.2020
BILLING SPECIALIST
ST. CLAIRE REGIONAL MEDICAL CENTER
01.2016 - 08.2020
OFFICE MANAGER
ST. CLAIRE REGIONAL FAMILY MEDICINE
01.2011 - 01.2016
UNIT SECRETARY
ST. CLAIRE REGIONAL MEDICAL CENTER
01.2009 - 01.2011
CUSTOMER SERVICE REPRESENTATIVE
AT&T MOBILITY
01.2003 - 01.2009
OFFICE MANAGER
HLT CHECK EXCHANGE
01.2003
OFFICE MANAGER
Morehead dental group
01.2001 - 01.2002
Bachelor Degree -
Business Management