Cynthia Rupert
Hampton,GA
Summary
Strategis and Data- driven Patient Connection Center Supervisor with 15 + years of experience in high - volume patient engagement and revenue cycle operations. Expert in leading multi- disciplinary teams of registrars and schedulers to manage complex scheduling lines. Proven track record of optimizing KPI's managing SLA adherence scores, and facilitating communication between clinical partners and administrative staff.
Overview
17
17
years of professional experience
Work History
Supervisor Patient Connection Center
Piedmont Healthcare
08.2020 - Current
- Orchestrates a multidisciplinary team of registrars, schedulers and indexers to manage high-complexity diagnostic procedure and optimizing facility - wide processes.
- Progress from previous role to Interim Manager, taking on increasing responsibilities in specific areas of patient engagement, process improvement, team management, KPI and team metrics.
- Oversee the operations of the scheduling team daily functions to register patients and schedule appointments for invasive surgery to include cosmetics, endo, general, neuro, and ortho cases, and non-imaging procedures to include biopsies, genetics, nutrition, rehabilitation therapy, and oncology treatments.
- Performs weekly huddles and follow up with the team to review production, service level or any changes or concerns that need to be addressed.
- Provides leadership and oversight for the Patient Connection Center.
- Develop employees to perform specific duties and schedule daily assignments for work queues.
- Review patient orders and assist with scheduling appointments.
- Manage relationships between staff and organizations to ensure adequacy by coaching, monitoring, and training.
- Review department metrics and adherence scores daily and report results to senior management team.
- Schedule daily huddles to provide updated information related to scheduling, team performance, and process improvement.
- Leads the supportive practices of our north Oncology and Rehab partners to provide timely scheduling via Epic secure chat, onsite liaison(s), emails, and/or Microsoft Teams.
- Leads the only Infusion Service Line within the PCC Department
- Ensure we meet the needs of our partners through monthly/bi-weekly touch base meetings.
Lead Patient Contact Center - Lead Scheduler
Piedmont Healthcare
12.2018 - 08.2020
- Adequately trains new hires, handles, and resolve complex calls relating to scheduling and triaging calls.
- Updates information as needed to time schedules and add breaks and lunches to Cisco Finesse System for agent breaks and lunches.
- Govern personnel attendance metrics and daily operational logs for a high-volume scheduling team, securing 100% adherence to institute human capital policies.
Lead Customer Service - Patient Liability Representative
Piedmont Healthcare
01.2013 - 12.2018
- Professionally trains and coaches’ customer service representatives manage and resolve complex customer inquiries and/or concerns, ensuring increased incoming payments, reduced delinquencies, and more satisfied clientele.
- Sustain productive patient relationships and actively seek information to understand patient expectations and needs.
- Utilize exceptional knowledge of managed care reimbursement methodology and terminology to understand claims, authorization, coding, and payment process.
- Optimize institutional and inter- professional harmony by leveraging conflict resolution and high communication strategies.
- Obtain and submit all required documentation to the appropriate work queues, pursue past-due (aged) accounts persistently, and maintain proper back-up to secure Hospital Physician reimbursement.
Centralized Scheduler II
Piedmont Healthcare (AAU) Administrative Access Unit
06.2009 - 01.2013
- Scheduled and registered multiple services utilizing computerized scheduling and registration systems, while balancing departmental resources, utilization requirements and physician/patient needs to be met.
- Maintained accountability for the completeness and accuracy of forms, including patient demographics, procedure description and codes, venue request, and time request, ensuring maximum utilization.
- Utilized independent judgment, leadership qualifications, and clinical knowledge to adjust schedules and accommodate special requests from internal and external customers.
- Performed the necessary financial clearance processes, eligibility, verification, pre-certification, and pre-service collections, ensuring the highest level of professional support.
Education
Certificates - Medical Billing and Coding, Phlebotomy Technician
Medix School
Marietta, GABBA - Business Administration
Strayer University
Morrow, GA03-2020
Skills
- Leadership and Team building
- Research and Review
- Written and verbal communication skills
- Calabrio, EPIC, Kronos,Salesforce, Microsoft, Tableau
Affiliations
- Member of Women's Leadership Association (WLA) (since 2012)
- Participant in Toastmasters
Timeline
Supervisor Patient Connection Center
Piedmont Healthcare
08.2020 - Current
Lead Patient Contact Center - Lead Scheduler
Piedmont Healthcare
12.2018 - 08.2020
Lead Customer Service - Patient Liability Representative
Piedmont Healthcare
01.2013 - 12.2018
Centralized Scheduler II
Piedmont Healthcare (AAU) Administrative Access Unit
06.2009 - 01.2013
Certificates - Medical Billing and Coding, Phlebotomy Technician
Medix School
BBA - Business Administration
Strayer University