Crystal Luckey
Temple Hills,MD
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
12
12
years of professional experience
Work History
Supervisor
United Health Group, Optum
03.2021 - 11.2023
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Developed comprehensive training materials for new hires, ensuring a smooth onboarding process.
Sr. Clinical Administrative Coordinator
United Health Group, Optum
05.2018 - 03.2021
- Improved patient satisfaction by streamlining appointment scheduling and follow-up procedures.
- Increased department productivity by optimizing workflows and implementing time-saving administrative processes.
- Managed high volume of incoming calls, providing prompt assistance to providers
- Developed training materials for new hires, contributing to a positive onboarding experience and successful integration into the team environment.
- Assisted in training new hires, sharing best practices in customer service for the department
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Coached agents, reviewed and participated in monthly audit meetings,
- Worked with Medical Directors on correcting scheduled appointments
- Prepared monthly tip sheets, updated Peer to Peer (P2P) documentation on P2P sharepoint.
- Contacted providers for missing clinical documentation
Clinical Administrative Coordinator
United Health Group, Optum
04.2015 - 05.2018
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- took incoming calls from providers to submit and schedule p2p cases which have been denied by RMDs,
- Responded to calls from providers to submit and schedule peer to peer (p2p) cases which have been denied by Regional Medical Directors (RMD)
- Entered authorization requested from providers in the UM System and requested clinical information in preparation for review by the UM Clinical Nursing staff
- Created and faxed authorization notification to providers
- Verified admission and discharge dates from hospital nurses
- Assisted and/or completed approval and/or denial process as outlined by NCQO/CMS guidelines
MRI Specialist/Business Office Payment Poster
Ortho Bethesda
10.2014 - 03.2015
- Collaborated with billing team to resolve outstanding invoices and improve cash flow.
- Reduced payment discrepancies through meticulous attention to detail in data entry and reconciliation.
- Increased accuracy of patient account balances by diligently applying payments according to insurance guidelines.
- Processed payments that had been received from insurance companies.
- Accurately posted payments and adjustments both electronically and manually from bank lock-box, collections agencies, interoffice transfers, time of service and credit card payments
- Identified overpayments and processed refunds for insurance carriers and patients.
- Took money and cards from customers to handle payment processing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Generated monthly billing and posting reports for management review.
- Responsible for pre-certify/pre-authorize outpatient of MRI’s and CT’s, performed telephonic support for online authorization of routine services
Medical Office Manager
Metropolitan Pediatric Ophthalmology
07.2011 - 06.2014
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Streamlined office operations for increased efficiency and productivity through effective staff training and delegation of tasks.
- Enhanced patient care by establishing strong relationships with medical professionals, including physicians, nurses, and technicians.
- Increased revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
- Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Collected payments and applied to patient accounts.
- Posted and adjusted payments from insurance companies.
- Managed appeals process for denied claims, resulting in successful reimbursements from insurance companies.
- Performed insurance verification via telephone and appropriate online eligibility verification operation.
- Maintained electronic chart documents and scanned appropriate documents into the office electronic chart
- Successfully appealed denied claims by providing thorough documentation supporting the necessity of billed services.
- Accurately entered patient demographic and billing information in billing system.
Education
Bachelor of Science - Business Administration
Trinity University
Washington05.2011
Skills
- Staff Management
- Process Improvement
- Training and Mentoring
- Industry Knowledge
References
References available upon request.
Timeline
Supervisor
United Health Group, Optum
03.2021 - 11.2023
Sr. Clinical Administrative Coordinator
United Health Group, Optum
05.2018 - 03.2021
Clinical Administrative Coordinator
United Health Group, Optum
04.2015 - 05.2018
MRI Specialist/Business Office Payment Poster
Ortho Bethesda
10.2014 - 03.2015
Medical Office Manager
Metropolitan Pediatric Ophthalmology
07.2011 - 06.2014
Bachelor of Science - Business Administration
Trinity University
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