Deona Sears
Woodbridge,VA
Summary
Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Detail-oriented with strong organizational skills and the ability to handle multiple projects simultaneously with a high degree of accuracy. Ready to bring over 15 years of relevant work experience.
Overview
8
8
years of professional experience
Work History
Patient Service Representative Team Lead
Washington Radiology
10.2022 - Current
- Develop, implement, and evaluate departmental policies and procedures.
- Coordinate services, prioritize assignments and workflow, and promote situational decision-making/problem solving.
- Provide mentoring, monitoring, coaching, and evaluation of team members' performance, especially in areas of productivity and quality management.
- Train new staff as well as develop and implement training materials and protocols.
- Aid Front office team as necessary to ensure compliance with department policies and procedures.
- Provide exceptional customer service to patients, answering questions and addressing concerns setting tone for a positive experience.
- Verified insurance eligibility and coverage for patients while accurately documenting necessary modifications into the Electronic Health Record.
- Handle customer service inquiries in person, via telephone and through email.
- Resolve billing inquiries and disputes in timely fashion.
- Develop and implement customer service policies and procedures.
- File and maintain patient records in accordance with HIPAA regulations.
Senior Patient Service Representative
Patient First
04.2015 - Current
- Receive patient and visitors to the facility exhibiting positive and exceptional customer service
- Register patient's medical complaints quickly and accurately verifying all information in existing medical record, recording/updating new and current information.
- Triage patients obtaining pertinent medical information and vital signs to assist the physician in clinical assessment.
- Collect and prepare laboratory specimens for complex testing
- Collect monies due for patient's visits, services and/or supplies
- Explain insurance concepts, billing policy and/or procedures as well as provide detailed billing statements to patients and/or visitors
Oncology Infusion Coordinator
George Washington Medical Faculty Associates
09.2021 - 10.2022
- Coordinated and scheduled infusion services for multiple specialties to include hematology, oncology, rheumatology and gastroenterology
- Received patients and visitors utilizing the infusion facility, giving tours to new patients as needed
- Facilitated communication between patient and medical providers in regards to treatment
- Generated and disseminated infusion scheduling reports to the management, medical providers, nurses, office and scheduling staff
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Verified accuracy and completeness of treatment plan and medical documentation so that authorizations may be obtained as well as services scheduled
- Authenticated insurance and demographic information of patient
- Obtained authorizations for treatments
Financial Specialist II
INOVA Fairfax Hospital
03.2019 - 09.2021
- Greet and checked in patients, as well as other customers.
- Pre-registered current and prospective patients which includes: performing verification of demographic information, obtaining insurance information, verifying eligibility & benefits, identifying out of pocket liability, providing cost estimations as well as communicating out of pocket liabilities.
- Obtained and communicated accurate benefit information and eligibility, pre-determination/pre-authorization as well as detailed benefit and patient liabilities per insurance company requirements.
- Followed established protocols and procedures for verification and collection of pertinent demographics maintaining patient privacy.
- Assisted with coordination of patient appointments within the facility as well as among outside affiliates
- Processed incoming calls both internal and externally to aid in services which may include but are not limited to: scheduling, pre-registration, processing nurse call information, financial counseling queries, admission/discharge notifications as well as vetting special requests and questions as needed.
- Coordinate and scheduled interpretive services.
- Opened and/or closed clinic/admission locations ensuring security systems are utilized as directed.
- Communicated with the patient / guarantor any scheduling, registration, authorization or financial issues, including assisting with Financial Assistance application or referrals, obtaining legal guardianship documentation and consent, accepting of required down payments and setting up acceptable payment plan agreements.
Physician Billing Analyst III
INOVA Patient Financial Services
06.2015 - 03.2019
- Implemented billing, collection and resolution of insurance related account balances
- Created and developed procedures to resolve delinquent accounts and respond to complaints
- Edited, submitted and/or followed up on assigned claims in a timely manner adhering to quality and productivity standards set forth by the organization
- Processed claims for all payer types to include; commercial, managed care, Medicare and Medicaid
- Documented account activity in electronic medical record system EPIC in a timely and accurate manner
- Prepared and submitted level 1 and 2 appeals for payment reconsideration to payer
- Reviewed hospital and physician accounts to determine if insurance billing has been processed correctly and communicating billing issues to the appropriate department for resolution
- Contacted insurance companies in an effort to settle any billing discrepancies
- Contacted patients by telephone to notify them of overdue payments, payment options and to collect on these accounts if possible
Education
No Degree - Healthcare Administration
Trinity University
Washington, DCSkills
- Team Management
- Patient Care and Confidentiality
- Multi-Line Telephone Systems
- Counseling and Guidance
- Reliability and Dedication
- Medical History Documentation
- Verifying Eligibility
- Insurance Authorizations
- Organization and Time Management
- Medical Billing
- Interpreting Physician Orders
- Claims Handling and Coverage Verification
- Billing Issue Resolution and Support
- Benefits Explanations
- Customer Satisfaction
Timeline
Patient Service Representative Team Lead
Washington Radiology
10.2022 - Current
Oncology Infusion Coordinator
George Washington Medical Faculty Associates
09.2021 - 10.2022
Financial Specialist II
INOVA Fairfax Hospital
03.2019 - 09.2021
Physician Billing Analyst III
INOVA Patient Financial Services
06.2015 - 03.2019
Senior Patient Service Representative
Patient First
04.2015 - Current
No Degree - Healthcare Administration
Trinity University
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