Dewey Henderson
Southaven,US
Summary
Resourceful professional in healthcare management known for high productivity and efficiency in task completion. Skilled in strategic planning, regulatory compliance, and patient care coordination. Excel at team leadership, problem-solving, and communication, ensuring seamless operations and quality service delivery in fast-paced environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Program Support Assistant
Memphis VA Medical Center
Memphis , TN
08.2022 - Current
- Establishes and maintains excellent customer relationships by responding to inquiries promptly and going above and beyond to meet unusual requests.
- Assists coworkers and staff members with special tasks on a daily basis. Answers important questions when contract, billing, or timekeeping processes change.
- Utilizes HSRM (HealthShare Referral Manager) to generate authorizations for Veterans being admitted into a VA community nursing home . Utilizes VISTA program to generate authorizations for Veterans being admitted into a VA contracted nursing home. Determines contract rates by veterans plan of care determined by the physician. Assists in the collection of program data and works closely with Accounting staff to ensure nursing homes are reimbursed appropriately, and assists with 1358 fund control set up at the beginning of each fiscal year.
- Serves as point of contact for budgetary oversight of 27 million dollar funded program ensuring adherence to financial goals and analyze spending patterns.
- In charge of the day-to-day operations of the office, performs general clerical tasks independently, records management, close out authorizations when invoices are paid in full.
- Requests and receives sMDS (Minimum Data Set) reports from nursing homes for short term OPTUM rehabilitation admissions.
- Monitor and maintain the program's census using spreadsheets and communicating admission and discharges with the team.
- Primary timekeeper for the Contract Nursing Home program and entire Social Work department. Utilizes VATAS (VA Time and Attendance System) to enter employee's time and leave for payroll processing.
- Utilizes PPMS (Provider Profile Management System) to update client profiles, including NPI numbers.
- Schedules clinic appointments for Veterans before they are admitted into the nursing home.
Call Center Representative
Conduent Business Services
Florham Park , NJ
08.2023 - 04.2024
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues. Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the HealthEquity company website to locate self help resources and online support.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Updated patient files in accordance with company policy and procedure guidelines.
- Monitored trends in customer satisfaction levels through surveys and feedback forms.
- Researched complex cases involving multiple stakeholders requiring problem solving skills.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Provided technical support to customers via phone or email regarding their remote infrastructure needs.
- Created reports and dashboards in Salesforce to meet business requirements.
Payroll Operations Specialist
Nomad Health
New York , NY
11.2021 - 02.2023
- Tracked all timekeeping interactions using CRM software systems Salesforce and Zendesk.
- Oversaw the entry and processing of payroll data for 2,000 employees in accordance with company policies. Collected and reviewed timesheets for accuracy and completeness prior to processing payroll.
- Provided support and mentoring to new team members as they learned various navigational duties, such as hours processing and transmission of data to ARDEM software for timely payroll processing.
- Protected employee privacy and payroll operations by keeping all information confidential
- Maintained up-to-date knowledge of relevant laws and regulations regarding wage and hour compliance.
- Provided timely customer service support to employees regarding questions about their paychecks or other payroll issues.
Secretary
Memphis VA Medical Center
Memphis , TN
07.2013 - 08.2022
- Provided administrative support to the office manager and other staff members.
- Greeted visitors in a professional manner and directed them to appropriate personnel or offices.
- Maintained filing systems for confidential documents; organized files on shared drive for easy retrieval of information when requested.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Processed monthly billing for the Homemaker Home Health Aide program using VISTA (Veterans Health Information Systems and Technology Architecture) software. Monitored accounts receivable activity to ensure timely payment of invoices. Answered customer inquiries regarding billings, payments, account status.
- Reviewed and updated medical charts to ensure that they were complete and followed CPRS (Computerized Patient Record System) guidelines. Updated patient files with new medical information as needed.
- Primary timekeeper and payroll processor. Communicated with payroll team and DFAS (Defense Finance and Accounting Service) to resolve employee leave issues and assisted with correcting leave balances.
- Sorted mail and distributed it to appropriate personnel or departments within the department.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
Financial Counselor
Methodist Le Bonheur Healthcare
Memphis , TN
04.2002 - 12.2017
- Responsible for supervising and leading staff in the billing and patient access department to ensure excellent customer service and accurate revenue processes.
- Made diagnostic testing appointments and office visit referrals, screened incoming calls and messages while running front desk.
- Provided insurance follow up, filed insurance claims, determined write-offs, and resolved coding issues. Processed refunds, disbursements, and payments.
- Denials management, identified and investigated encounters that could have been avoided or lessened if documentation was obtained during the intake of patient information and collaborating on the appeals submitted to insurance carriers to reverse the denials.
- Administered and maintained patient medical records and scanned into CERNER software
- Interviewed patients to obtain accurate demographic and insurance information for registration and insurance verifications. Collected 'Point of Service' payments to satisfy financial obligations as required
- Generated reports using proprietary software programs to analyze trends in patient accounts receivable balances.
- Assisted in training new staff members on insurance verification processes.
- Analyzed data trends related to insurance rejections in order to identify areas of improvement in our operations process.
- Responded promptly to requests for medical records from physicians or other healthcare personnel.
Education
Bachelor of Science - Social Work
Union University
Germantown, TN01-2026
Associate of Science - Health Services Administration
Colorado Technical University
Colorado Springs, CO01.2013
Diploma - Medical Office
Concorde Career College - Memphis
Memphis, TN01.1999
High School -
East High School
Memphis, TN01.1993
Skills
- MS Office
- Documentation and control
- Operational improvement
- Recording patient demographics
- Excellent communication skills
- Transcription and dictation
- Employee timesheet processing
- Customer service
- Filing and data archiving
- Medical billing
- Compensation and benefits
- International Classification of Diseases (ICD9CM)
- Problem resolution
- Transporting files
- Records management
- Budgets
- Multi-line phone proficiency
- Accounting
- Proper payment verification
- Patient scheduling
- Transmitting medical records
- Verifying insurance coverage
- Organization
- 40 WPM typing speed
- HIPAA compliance
- Research skills
- Payroll
- Team building
- Staff management
- Meeting minutes
- Complaint resolution
- Quality Assurance
- Call documentation skills
- Call Center Operations
- 3 years’ experience working from home 100% of the time
- Leadership experience
Certification
- HIPAA Compliance Certification – Various accredited providers, necessary for all healthcare professionals to ensure patient privacy protection.
- Completion of Department of Veteran's Affairs Virtual Aspiring Leaders Program 2016 (chosen from more than 2000 applicants across the VA System)
Timeline
Call Center Representative
Conduent Business Services
08.2023 - 04.2024
Program Support Assistant
Memphis VA Medical Center
08.2022 - Current
Payroll Operations Specialist
Nomad Health
11.2021 - 02.2023
Secretary
Memphis VA Medical Center
07.2013 - 08.2022
Financial Counselor
Methodist Le Bonheur Healthcare
04.2002 - 12.2017
- HIPAA Compliance Certification – Various accredited providers, necessary for all healthcare professionals to ensure patient privacy protection.
- Completion of Department of Veteran's Affairs Virtual Aspiring Leaders Program 2016 (chosen from more than 2000 applicants across the VA System)
Bachelor of Science - Social Work
Union University
Associate of Science - Health Services Administration
Colorado Technical University
Diploma - Medical Office
Concorde Career College - Memphis
High School -
East High School
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