Faye Mosley
Los Angeles
Summary
Seasoned Epic Customer Services Manager offering over 20 years of hospital and professional management experience in diverse areas in Healthcare Business Administration. I have the expertise in hospital finance office operations, leadership, career growth as well as hands-on experience in a number of disciplines including project management, customer service, data analytics, and staff Management. To bring my years of experience and knowledge in revenue cycle to help your facility increase cash flow and generate the Epic workbench reports. I am seeking a position where I can leverage my skills to implement efficiencies; lead impactful change.
Overview
16
16
years of professional experience
Work History
Patient Financial Services Manager
Cedar Sinai Health System
06.2013 - Current
- Oversees team of 60 Employees (3 Supervisors, 3 Team Leads 54 Patient Financial Services Representatives ) Responsible for collecting approximatively 60 million dollars in revenue each month Maintains the ability to work in a Stratified Processing Environment (SPE).
- Responsible for all Inpatient self pay collections (no insurance and after insurance payments)
- Generated all reports for the team and other departments as needed
- Conducts monthly department meetings and participates in all daily/weekly/monthly PFS meetings
- Oversees and monitors the staff of assigned work area including oversight of Supervisors.
- Monitoring staff includes, hiring, disciplining, and terminating employees when necessary.
- Monitors the attendance and performance of all staff.
- Coordinate and attend monthly JOC meetings with payers to discuss settlements, trends, resolutions and any contracting issues between the two parties Monitors and investigates all inpatient and outpatient billed and unbilled receivable accounts for assigned area.
- Also monitors the follow-up of all billed and unbilled accounts, and ensures compliance with hospital collection policies, and accuracy of account information.
- Communicates with internal departments as necessary.
- Produced monthly and quarterly revenue cycle reports to analyze trends.
- Weekly meetings with VP, Directors, Managers, and Supervisors to discuss overall progress within the Patient Finance Department Reviews all denials for proper procedures and corrective measures Conducts weekly meetings with other departments to map out the team goals, objectives and accomplishments Implements departmental policies, goals, objectives and procedures Evaluates productivity of staff and makes suggestions for changes in procedure and staffing to enhance the performance in this area.
- Completes employee annual performance evaluations Issued warnings and counseled team members with on work performance, work conduct and other policies of the medical center Determines staffing requirements, interviews, hires and trains new employees.
- Ensures staff is instructed in proper customer service techniques.
- Updated payroll, approved vacation, sick and personal time
Patient Financial Services Supervisor
Cedar Sinai Health System
06.2010 - 05.2016
- Supervised 15 at Patient Financial Services Representatives. Ensured timely collection of self pay patients in accordance with contracts, compliance policies, payer regulations and or legal policies Trained staff on effective and professional communication skills with patients/and or payers Investigated and analyzed accounts based on managed care contracts to ensure proper reimbursement Prepared and analyzed reports based on the aged trial balance for denial trends, issues and possible resolutions for Manager on a monthly basis Reviewed receivables that need to be written off and provide explanations and solutions for Manager as needed.
- Conducted monthly Meetings to discuss key issues, new procedures and progress of the unit/department Managed and delegated daily work lists to the staff to maximize productivity Completed and delivered monthly staff quality reviews Maintained patient confidentiality in compliance with HIPPA regulations.
Patient Financial Services Coordinator
Cedar Sinai Health System
12.2008 - 09.2010
- Responsible to respond to all patient Complaints/concerns received from CEO, PFS VP, Director and Manager along with Quality Improvement, and Risk Management Departments.
- Attended Risk Management Depositions and Court Appearances as needed.
- Assisted colleagues with complex financial analysis, supporting informed decisionmaking.
- Improved data accuracy by implementing robust reconciliation processes and regular audits.
- Identified areas for cost reduction, leading to significant savings without compromising service quality or delivery.
- Implemented effective training programs for team members, enhancing their skills and promoting career growth within the organization.
- Collaborated closely with management to establish performance benchmarks, guiding staff towards meeting key targets consistently.
- Streamlined financial processes for increased efficiency and improved accuracy in reporting.
- Conducted thorough financial assessments to identify potential risks and opportunities for Patients.
- Coordinated with cross-functional teams to develop comprehensive financial plans tailored to patient needs.
- Ensured timely completion of financial reports, contributing to prompt decisionmaking.
- Developed strong relationships with patients fostering trust and loyalty through consistent service excellence.
- Facilitated communication between Patients and internal departments for seamless coordination of financial services.
- Stayed current on industry trends and regulations, effectively applying knowledge to Customer Service Management and recommendations.
- Successfully managed high-priority projects under tight deadlines while maintaining focus on delivering exceptional results.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Communicated patient feedback and complaints to team members to promote proper resolution.
- Developed and enforced policies and procedures for compliance with company policies.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Facilitated communication between patients and internal departments for seamless coordination of financial services.
- Stayed current on industry trends and regulations, effectively applying knowledge to PFS and recommendations.
- Enhanced patient satisfaction by promptly addressing inquiries and providing accurate information.
- Optimized operational workflows by identifying bottlenecks, implementing improvements, and monitoring progress toward goals.
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to team members, offering assistance with any need at any time.
Skills
- Epic certified Super User
- Financial analysis and planning
- Account analysis expertise
- Proficient in EPIC, Outlook, Excel and Word
- Employee training
- Planning and coordination
- Excels in team leadership
- Organization Operations
- Working collaboratively with all departments as needed
- Staff Training and Development
- Patient account management
- Insurance Verification
- Budget Planning
- Performance metrics analysis
- Revenue Cycle Optimization
- Debt Collection Strategies
- Customer Service
- HIPAA Compliance
- Financial Counseling
- Verbal and written communication
- Medical Terminology
- Payment Collection
- Conflict Resolution
- Project Management
- Issue Research
- Teamwork and Collaboration
- Willing to Learn
- Problem-solving abilities
- Time Management
- Multitasking
- Prioritizing and Planning
- Team Building Leadership
- Excellent Communication
- Attention to Detail
- Adaptability and Flexibility
- Self Motivation
- Decision-Making
- Active Listening
- Critical Thinking
- Customer relationship development
- Reliability
- Financial analysis and reporting
- Operations Management
- Adaptability
- Professionalism
- Recruitment and hiring
- Team building
- Strategic Planning
- Analytical Thinking
- Internal Controls and Reporting Systems
- Staff Management
- Business development expertise
- Continuous Improvement
- Budget Management
Timeline
Patient Financial Services Manager
Cedar Sinai Health System
06.2013 - Current
Patient Financial Services Supervisor
Cedar Sinai Health System
06.2010 - 05.2016
Patient Financial Services Coordinator
Cedar Sinai Health System
12.2008 - 09.2010
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