Diane Welch
Yuma,AZ
Summary
Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Blends superb time management and organizational skills to drive group success.
Overview
19
19
years of professional experience
Work History
Radiology Healthcare Scheduler
Banner Healthcare
Phoenix, AZ
01.2024 - Current
- Coordinated patient appointments with physicians, hospitals and other healthcare facilities.
- Maintained detailed records of patients' appointments and updated relevant databases accordingly.
- Provided excellent customer service by answering inquiries in a timely manner.
- Scheduled diagnostic tests such as X-rays, CT scans, ultrasounds and MRIs for patients.
- Explained the purpose of each test to patients to ensure understanding prior to procedure.
- Assessed patient eligibility for radiology studies according to protocol guidelines.
- Ensured that all necessary paperwork was completed accurately before scheduling an appointment.
- Resolved any conflicts or issues related to scheduling errors or missed appointments.
- Performed data entry tasks as needed, such as entering information into electronic health records.
- Checked incoming emails regularly and responded quickly when necessary.
- Adhered strictly to HIPAA guidelines when handling sensitive patient information.
Patient Access Representative
Yuma Regional Medical Center
Yuma, Arizona
01.2024 - 09.2024
- Greeted patients and visitors in a courteous and professional manner.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Verified insurance coverage for services provided by the facility.
- Collected co-pays and other payments from patients at time of service.
- Assisted with scheduling outpatient appointments.
- Ensured accuracy of all data entered into computer system.
- Scanned documents into electronic medical records system.
Financial Assistance Specialist/Self Pay
Yuma Regional Medical Center
Yuma, AZ
05.2022 - 01.2024
- Oversee processing of financial assistance requests
- Oversee team operations and delegate tasks
- Mentored new hires
- Developed detailed How-To guides, and comprehensive SOP's
- Created structured repayment plans
- Cultivated strong relationships with customers through exceptional service
- Add necessary coverage to patient records, with verifying coverage prior, to adding to patient account
- Carry out responsibilities given by immediate superior
- Enhanced overall team efficiency through timely assistance
- Handled extra responsibilities upon request
Financial Counselor
Mayo Clinic
Rochester, MN
02.2022 - 05.2022
- Created structured repayment plans
- Processed financial transactions efficiently
- Resolved customer issues promptly and courteously
- Financial Assistance offered to patients in need
- Ensured accuracy in inputting information into databases
- Handled insurance rebilling tasks
- Aided in establishing MyCare accounts
- Confirmed eligibility statuses
- Coordinated with third-party company to manage payment plans
Patient Financial Services Representative
Yuma Regional Medical Center
Yuma, AZ
11.2021 - 02.2022
- Answered incoming calls from patients regarding billing inquiries and resolved customer service issues.
- Processed payments accurately and efficiently in a timely manner.
- Reviewed daily reports to identify any discrepancies or errors in patient account balances.
- Ensured HIPAA compliance when handling confidential patient information.
- Generated invoices for services rendered and sent them out according to established timelines.
- Managed collection efforts by working directly with patients on payment plans or arrangements that meet their needs while keeping within company guidelines.
- Accepted and processed customer payments and applied toward account balances.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Admitting Representative II
Houston Methodist
The Woodlands, TX
08.2017 - 11.2021
- Greeted patients and visitors, provided customer service, and answered inquiries.
- Assisted in the registration process by obtaining patient demographic information and insurance information.
- Verified insurance eligibility prior to patient admission.
- Processed admissions paperwork accurately and efficiently.
- Maintained confidentiality of all patient records according to HIPAA regulations.
- Managed incoming calls from patients, families, and other health care providers regarding admissions related issues.
- Maintained a high level of quality customer service when interacting with patients, families, visitors, and medical staff members.
- Created new accounts in hospital database systems.
- Assisted with the collection of payments from patients.
Patient Affairs Coordinator
Houston Methodist Hospital
Houston, TX
07.2016 - 08.2017
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
- Greeted patients and answered questions regarding registration process.
- Collected patient demographic information, verified insurance coverage, and updated records as necessary.
- Processed payments for services rendered in a timely manner.
- Entered patient data into electronic medical record system accurately and efficiently.
- Provided support to the clinical staff with registration issues or concerns.
- Maintained confidentiality of patient information in accordance with HIPAA regulations.
ER Patient Access Specialist
CHI St Luke's The Woodlands Hospital
The Woodlands, TX
02.2015 - 05.2017
- Greeted patients and visitors in person or on the telephone; answered inquiries, provided directions and instructions.
- Verified patient insurance coverage, collected copays and other payments, processed credit card transactions.
- Assisted with scheduling appointments, pre-registration activities, verifying demographics and insurance information.
- Resolved issues related to registration process including eligibility verification and authorization problems.
- Conducted staff training to ensure compliance with established protocols.
- Monitored employee performance and provided feedback for improvement.
- Assisted in the management of staffing schedules to meet fluctuating demands.
- Scheduled employee work shifts for 24/7 department
- Managed customer service issues related to patient access and scheduling problems.
- Communicated with patients with compassion while keeping medical information private.
- Explained policies, procedures and services to patients.
- Provided support during peak periods by managing call center queues and addressing customer inquiries.
ER Night Supervisor
Parallon-Conroe Regional Hospital
Conroe, TX
09.2014 - 01.2015
- Responsibilities Supervise ER registration, scheduled employees for shifts, registered ER patients, upfront collections, answer telephones, verify insurance, QA employees, run reports, order supplies, hired new employees and trained new employees, customer service skills, used Meditech system and other duties as requested
PAR III-EZ Cert Rep
Memorial Hermann Hospital
The Woodlands, TX
09.2005 - 03.2014
- Greeted patients and answered questions regarding registration process.
- Collected patient demographic information, verified insurance coverage, and updated records as necessary.
- Assisted with scheduling appointments, verifying benefits and authorizations for procedures.
- Entered patient data into electronic medical record system accurately and efficiently.
- Responded to inquiries from patients, families, physicians, and other healthcare personnel.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Responded promptly to customer inquiries regarding their benefits and eligibility status.
PAS-ER Registrar
St Luke's The Woodlands
The Woodlands, TX
06.2008 - 04.2012
- Greeted patients and visitors in person or on the telephone; answered inquiries, provided directions and instructions.
- Verified patient insurance coverage, collected copays and other payments, processed credit card transactions.
- Maintained accurate records of patient registration information in electronic health record system.
- Educated patients about financial policies and procedures at facility; explained benefits of various payment options available.
- Worked closely with departmental staff members in order to ensure proper coordination of care across multiple departments.
- Applied HIPAA privacy and security regulations while handling patient information.
- Responded to patient concerns and inquiries professionally and efficiently.
Education
High school diploma -
Kofa High School
Yuma, AZ06.1988
Some College (No Degree) - Medical Billing And Coding
Penn Foster College
Scottsdale, AZSkills
- Epic Expertise
- Insurance Eligibility Verification
- Customer Interaction Proficiency
- Meditech Proficiency
- Medical Terminology
- HIPAA Compliance Knowledge
- Data Entry Proficiency
- Medical Office Experience
- Experience with Athena Health
- CPR/BLS/AED
- Documentation review
- Phone Etiquette
- Cerner Proficiency
- Data collection
- Microsoft Office
- Windows
- Leadership Skills
- Critical Thinking
- Staff Coordination
- Client-specific scheduling
- Schedule verification
Timeline
Radiology Healthcare Scheduler
Banner Healthcare
01.2024 - Current
Patient Access Representative
Yuma Regional Medical Center
01.2024 - 09.2024
Financial Assistance Specialist/Self Pay
Yuma Regional Medical Center
05.2022 - 01.2024
Financial Counselor
Mayo Clinic
02.2022 - 05.2022
Patient Financial Services Representative
Yuma Regional Medical Center
11.2021 - 02.2022
Admitting Representative II
Houston Methodist
08.2017 - 11.2021
Patient Affairs Coordinator
Houston Methodist Hospital
07.2016 - 08.2017
ER Patient Access Specialist
CHI St Luke's The Woodlands Hospital
02.2015 - 05.2017
ER Night Supervisor
Parallon-Conroe Regional Hospital
09.2014 - 01.2015
PAS-ER Registrar
St Luke's The Woodlands
06.2008 - 04.2012
PAR III-EZ Cert Rep
Memorial Hermann Hospital
09.2005 - 03.2014
High school diploma -
Kofa High School
Some College (No Degree) - Medical Billing And Coding
Penn Foster College
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