Donna Kuykendall
Gastonia,N.C.
Summary
Assisted teams in managing commercial insurance and Medicare/Medicaid claims for over 20 years. Collaborated effectively with colleagues to achieve project goals. Provided accurate assessments in a timely manner to support operational efficiency. Adapted quickly to new information and applied it effectively. Managed multiple projects simultaneously while maintaining composure. Engaged with patients to build rapport and enhance service delivery. Supported coding requirements for practice specialty. Demonstrated strong organizational and problem-solving skills. Interacted easily with diverse individuals across various authority levels. Maintained a dependable and honest work ethic with a positive attitude.
Overview
31
31
years of professional experience
Work History
Patient Services Coordinator Lead
Novant Health - Wound Care and Hyperbaric Medicine
11.2015 - Current
- Performs administrative and customer service duties, such as greeting patients, answering phones and scheduling patient appointments, in a timely manner. Obtaining and updating patient demographics, and registrations signature with correct dates and time to patient records. Responsible for running daily close reports and reconciling all cash, checks and credit card charges for each business day. Training of new hires. Delegating task to appropriate team members and backup for the clinic administrator for daily operations of the business office function. Covering for employees paid time off, or absent for sickness for the Matthews and Charlotte office. Obtain prior authorizations for imaging, mri and referral procedures. Assist in screening of hyperbaric referrals for potential candidacies. Handles all incoming and outgoing referrals, as well as following up on referrals sent out to referring offices. Proficient in use of all computer software for practice specialty. Make copies and faxes for the providers as requested. Use Novant Health’s First Do No Harm (NHFDNH) safety behaviors/error prevention tools and high reliability strategies as appropriate to ensure a safe, remarkable patient experience. Assist team members for backup on daily tasks for office function, for patient supplies or insurance information for the nursing staff. Patient experience innovator for the office, to ensure patient satisfaction and smooth operations on understanding and guiding of patients needs and wants.
Novant Health - Carmel Ob/Gyn
02.2014 - 06.2015
- Assist with check in and check out appointments, insurance verification, collecting copays and bad debt balances. Collecting patients' correct demographics and insurance information. Obtaining patient balance and patient signature agreement for obstetrics delivery fees, prior to newborn delivery. Assist patients for debt collections agreement for payment arrangements.
Beauty by Pamela’s and Tanning
01.2009 - 01.2014
- Interviewing and recruiting new staff, developed store strategies to raise customers activities and expand store traffic and optimize profitability. Management of store’s employees and various levels such as sales staff, store staff and cleaning staff. Refilling of stock. Visual merchandising task and maintain the sales record effectively.
Patient Representative
United Sleep Medicine Center
07.2005 - 12.2008
- Assisted with answering phones and scheduling appointments. Filing office records and handling medical records as needed, collecting on patient balances, along with getting authorizations for patients to receive durable medical equipment for sleep apnea.
Patient / Insurance Accounting Representative
Heart Care Center of Charlotte
06.1997 - 07.2003
- Responsible for collecting on patient due balance, Insurance claim denials, posting insurance checks (Medicare, Medicaid, Commercial Insurance), and posting daily charges along with hospital charges. Handle insurance authorization on referrals as needed. Assisted patients with accounting questions or to set up payment arrangements. Handled accounts receivable and accounts payable for the business office. Occasionally worked the front office scheduling appointments, and checking in and out patients as needed, also made sure patients followed up on their returning appointments. Typed letters for the doctors, and staff as needed. Made daily/weekly deposits. Produced financial statements to show accounts receivable monthly and yearly. Train new employees to ensure smooth operations in the office. Worked with Medic computer systems, MedicMac, and Windows programs.
Patient/Insurance Accounting Representative
Carolinas Medical Center - Charlotte Pediatric Clinic
09.1995 - 07.2003
- Handle all duties in the insurance and accounting part of the office to keep accounts clean and up to date. Worked closely with the doctors to ensure all referrals were handled by the insurance companies as needed. Assisted patients with insurance and accounting questions. Schedule appointments, collect co-payments and make payment arrangements. Answered switchboard and route all calls to the appropriate person. Handled (APS) medical records for the office.
Education
Business administration and computer programming
CPCC
01.1996
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Harding University High School
06.1994
Skills
Developed and maintained strong organizational frameworks to support project management
Oversaw patient registration procedures to optimize workflow and improve patient experience Coordinated with healthcare staff to streamline data collection and enhance operational efficiency Led initiatives to enhance patient satisfaction through effective registration practices
Coordinated appointment scheduling to ensure efficient use of resources and maintain client satisfaction
Conducted thorough insurance verification to facilitate seamless patient care and claims processing
Timeline
Patient Services Coordinator Lead
Novant Health - Wound Care and Hyperbaric Medicine
11.2015 - Current
Novant Health - Carmel Ob/Gyn
02.2014 - 06.2015
Beauty by Pamela’s and Tanning
01.2009 - 01.2014
Patient Representative
United Sleep Medicine Center
07.2005 - 12.2008
Patient / Insurance Accounting Representative
Heart Care Center of Charlotte
06.1997 - 07.2003
Patient/Insurance Accounting Representative
Carolinas Medical Center - Charlotte Pediatric Clinic
09.1995 - 07.2003
Business administration and computer programming
CPCC
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Harding University High School