Crystal Timberlake
Apple Valley,MN
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement, clinic operations, call center management and building productive relationship with stakeholders, providers and patients.
Overview
15
15
years of professional experience
Work History
Medicine Specialties Business System Supervisor
HealthPartners/GHI
04.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled patient complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Increased patient satisfaction scores by 36%.
- Redesigned workflow processes for patient access and back-office, resulting in reduction of staffing costs 62% system-wide.
- Managed 8 medicine specialty departments and templates for over 125 doctors.
IS&T Computer Operations Supervisor
HealthPartners/GHI
03.2020 - Current
- Oversee and collaborate with vendors to ensure fluidity of system applications, print room devices and support desk functions
- Review work to ensure legal requirements, performance expectations, timeliness and accuracy are met based on the work standard guidelines set
- Collaborate with leadership to develop a more collaborative and inclusive work environment
- Development, implement, and evaluate training & development for the Computer Operation Team
- Operational oversight of Day-to-Day operations - Productivity, Issue Management & Resolution
- Supervise union employees, strong understanding of Union protocol and strike planning
- Troubleshoots operations and printing equipment; assuring vendors manage and maintain equipment and service level expectations
- Create an inclusive environment with employees through leadership, mentoring and appreciation.
- Established security protocols for computer systems, ensuring protection against unauthorized access and potential threats.
- Conducted regular audits of computer systems to ensure compliance with company policies and industry regulations.
Primary Care and Online Scheduling Supervisor
Fairview Health Services
02.2019 - 04.2020
- Development, implementation and maintain an effective system for scheduling and registering patients for 42+ clinics and hospitals
- Develop and maintain relationships between providers, clinic staff, and revenue cycle to create fluid collaboration and communication
- Adhere to legal requirements, performance expectations, timeliness and accuracy are met based on the work standard guidelines set
- Provide assistance to team members with issues needing technical expertise and client specific requirements interpretation
- Provide on-the-job training for new or existing team members
- Development, implement, and evaluate training & development for the Centralized Scheduling Call Center team
- Work closely with the recruiting team to review and interview potential candidates
- Organize and lead department meetings and trainings for multiple teams with more than 40+ direct reports
- Anticipate provider and patient needs, proactively work to resolve issues, and provide support/guidance for individual staff development.
- Implemented proactive measures to address potential scheduling challenges related to vacations, sick days, or unexpected absences.
- Fostered collaboration among team members by encouraging open dialogue about scheduling preferences or concerns.
Authorizations/Benefits and Medical Appeals Supervisor
ELECTROMED INC.
10.2017 - 01.2019
- Development, implement and maintain an effective system for reimbursement and revenue
- Develop and maintain relationships between providers, sales team, and reimbursement staff
- Review work to ensure legal requirements, performance expectations, timeliness and accuracy are met based on production guidelines set
- Work with other leadership team members to develop a more collaborative and inclusive work environment
- Development, implement, and evaluate new call center training & development for the appeals and benefits teams
- Collaborate with recruiting team to review and interview potential candidates
- Research, analyze, and interpret statistical data to find trends and track outcomes
- Successful implementation of cross department restructure of job roles, responsibilities, and workloads.
Lead Health Support Coordinator
BLUE CROSS BLUE SHIELD OF MINNESOTA
05.2016 - 10.2017
- Research, analyze, and interpret statistical data to find trends regarding provider claims
- Train and onboard new employees, while providing ongoing support and on the floor training
- Provide member advocacy to our internal and external customers through outreach and relationship building
- Review claims/correspondence for prior authorization & medial review, apply expertise to determine next steps for claim processing.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
Recovery Specialist /Third Party Liability Trainer
BLUE CROSS BLUE SHIELD OF MINNESOTA
03.2015 - 05.2016
- Work with third party liability payors to assist patient in claims processing and determine coordination of benefits
- Ability to navigate high demand call center and communicate with patients in a way that is sensitive to their needs as well as advocate on company behalf
- Organize and manage multiple tasks, while anticipating what may be needed next
- Review claims/correspondence related to accidents & determine payment.
- Improved client satisfaction through timely communication and resolution of account discrepancies.
Research Specialist Senior
BLUE CROSS BLUE SHIELD OF MINNESOTA
05.2014 - 03.2015
- Research, analyze, and update patient insurance coverage in order of proper coordination of benefits
- Ability to resolve complex coordination of benefits issues through advanced research, analysis, and evaluation
- Train new employees and work with business analysis to document and update workflow processes through analytical research and evaluation
- Update claims with proper remark codes for adjudication based on finding and update of coordination of benefits.
Certified Nursing Assistant
WHITE PINE SENIOR LIVING
11.2013 - 01.2015
- Provide high-quality patient care a 42-bed senior living home, while managing time and task efficiently
- Assisted residents with activities of daily living, development case assessments to present to families
- Complied with HIPAA standards in all patient documentation and interactions
- Deliver advanced diverse and inclusive & exclusive care to multiple patients throughout the organization.
Health Guide
BLUE CROSS BLUE SHIELD OF MINNESOTA
10.2012 - 05.2014
- Provide prompt accurate assistance for members through strong communication skills in call center receiving up to 150 calls per day
- Provide member advocacy by researching complex cases and collaborating with network providers to resolve issues
- Assist member in resolving any complications regarding medical benefits and claim issues though effective communication
- Train and onboard new employee in a classroom setting and provide one to one training on the floor.
Medical Assistant
HAMMOND CLINIC
03.2009 - 04.2010
- Scheduled patient appointments & answered incoming phone calls
- Input patient diagnosis code; Patient charting; Assisted with injections & minor surgeries
- Blood glucose testing; Patient Prep (Vitals, etc.)
- Collaborate with physicians to ensure patient needs are being met.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained patient medical history, medication information, symptoms, and allergies.
Education
Bachelor of Science -
SAINT CATHERINE UNIVERSITY
Associate of Arts -
INVER HILLS COMMUNITY COLLEGE
Nursing Assistant Certification -
INVER HILLS COMMUNITY COLLEGE
Medical Assistant Diploma -
EVEREST COLLEGE
Fundamentals of Leadership: Supervision 1 Certification -
MRA ASSOCIATION
Skills
- Auditing
- Mentoring/Coaching
- Provider Relations
- Leadership
- Medical Insurance
- Appeals
- Charting
- Medical Coding
- Customer Service
- Research
- Microsoft Office
- Clinic Scheduling
- Subrogation Claims
- Insurance Pre-Authorization
- Appeal Hearings
- Medicare Experience
Timeline
Medicine Specialties Business System Supervisor
HealthPartners/GHI
04.2023 - Current
IS&T Computer Operations Supervisor
HealthPartners/GHI
03.2020 - Current
Primary Care and Online Scheduling Supervisor
Fairview Health Services
02.2019 - 04.2020
Authorizations/Benefits and Medical Appeals Supervisor
ELECTROMED INC.
10.2017 - 01.2019
Lead Health Support Coordinator
BLUE CROSS BLUE SHIELD OF MINNESOTA
05.2016 - 10.2017
Recovery Specialist /Third Party Liability Trainer
BLUE CROSS BLUE SHIELD OF MINNESOTA
03.2015 - 05.2016
Research Specialist Senior
BLUE CROSS BLUE SHIELD OF MINNESOTA
05.2014 - 03.2015
Certified Nursing Assistant
WHITE PINE SENIOR LIVING
11.2013 - 01.2015
Health Guide
BLUE CROSS BLUE SHIELD OF MINNESOTA
10.2012 - 05.2014
Medical Assistant
HAMMOND CLINIC
03.2009 - 04.2010
Bachelor of Science -
SAINT CATHERINE UNIVERSITY
Associate of Arts -
INVER HILLS COMMUNITY COLLEGE
Nursing Assistant Certification -
INVER HILLS COMMUNITY COLLEGE
Medical Assistant Diploma -
EVEREST COLLEGE
Fundamentals of Leadership: Supervision 1 Certification -
MRA ASSOCIATION
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