Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Timeline
Generic

EBONY O'NEIL

5691 Union Pointe Dr Union City,GA

Summary

Patient Access Quality Assurance Trainer/Physician Billing Coordinator with over 15 years of experience in optimizing healthcare systems through Epic systems training. Demonstrates a strong ability to develop detailed training manuals and conduct quality assessments, significantly boosting employee performance and patient satisfaction.

Overview

15
15
years of professional experience

Work History

Patient Access Quality Assurance Trainer

WellStar Health System
Marietta, GA
07.2016 - Current
  • Fostered a collaborative training environment, encouraging teamwork that enhanced service delivery metrics.
  • Conducted thorough assessments post-training to identify key improvement areas, implementing tailored solutions for enhanced performance.
  • Developed and maintained comprehensive training manuals, streamlining onboarding processes, and reducing training time for new hires.
  • Trained over 100 employees in Epic systems, enhancing service delivery and employee competence through effective training techniques.
  • Implemented comprehensive training programs for staff, leading to marked improvements in patient access efficiency, and overall service quality.
  • Evaluated training outcomes to identify gaps, developing targeted interventions that significantly enhanced employee performance and patient satisfaction.
  • Provided exceptional patient support, enhancing overall satisfaction, and fostering a welcoming environment for all visitors.
  • Implemented a digital check-in system, minimizing administrative delays, and enhancing the patient experience.
  • Analyzed scheduling patterns to identify bottlenecks, implementing solutions that led to noticeable gains in patient satisfaction.
  • Demonstrated strong interpersonal skills while assisting patients with scheduling inquiries, ensuring a positive experience.
  • Handled complaints professionally, ensuring customer satisfaction remained a priority.
  • Trained new employees on customer service protocols and company policies.
  • Participated in team meetings to discuss strategies for improving service quality.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Patient Service Specialist

Resurgens Orthopedics
Fayetteville, GA
10.2015 - 05.2016
  • Scheduled patient appointments and follow-ups, including discussing test results.
  • Managed insurance verifications and processed medical claims using Medisoft and Epic.
  • Managed 60+ daily MRI bookings, ensuring seamless scheduling.
  • Processed claims using advanced software to ensure accurate documentation.
  • Reviewed and evaluated claim submissions for completeness and compliance.
  • Communicated with clients to gather necessary information for claim resolution.
  • Analyzed claim data to identify trends and potential issues efficiently.
  • Provided training and support to new staff on claims processing procedures.
  • Verified claim data correctness in preparation for processing.
  • Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.

Scheduler Specialist

Altegra Health
Alpharetta, GA
01.2015 - 05.2016
  • Coordinated scheduling for healthcare providers and patient appointments.
  • Managed calendars using advanced scheduling software tools.
  • Streamlined appointment processes to enhance operational efficiency.
  • Assisted in training new staff on scheduling protocols and systems.
  • Maintained accurate records of scheduled appointments and provider availability.
  • Facilitated conflict resolution regarding overlapping appointments or schedule issues.
  • Reviewed schedules daily to anticipate and address potential disruptions.
  • Scheduled and confirmed appointments.
  • Communicated schedule changes effectively throughout the organization when necessary.
  • Verified and corrected discrepancies in data entries to maintain integrity.
  • Assisted in organizing and filing documents for easy retrieval and reference.
  • Managed incoming information requests, ensuring timely responses to inquiries.
  • Performed data entry from paper documents, emails, and other sources into computer systems.

Front Office Specialist

Dr. Judson Black (Endocrinologist)
Atlanta, GA
06.2014 - 01.2015
  • Verified appointments, maintaining CPT code precision.
  • Coordinated follow-ups for MRI results, enhancing patient care.
  • Handled workers' compensation cases with diligence.
  • Streamlined appointment scheduling processes, enhancing efficiency and achieving a consistent daily target of over 60 MRI bookings.
  • Coordinated with external facilities to verify appointments and ensure CPT code accuracy, fostering strong relationships and minimizing errors.
  • Provided compassionate support to patients during follow-up appointments for MRI results, ensuring clarity and comfort throughout the process.
  • Maintained meticulous records of workers' compensation cases, ensuring compliance and facilitating timely processing of claims.

Case Management Specialist

Morneau Shepell
Atlanta, GA
12.2013 - 01.2015
  • Resolved escalated cases, ensuring HIPAA compliance, and enhancing client satisfaction.
  • Monitored case statuses, escalating critical issues to maintain service efficiency.
  • Coordinated community resources, improving client support for daily living activities.
  • Provided compassionate support to clients, fostering trust, and ensuring a positive experience throughout the case management process.
  • Streamlined case monitoring processes, leading to quicker resolutions, and enhanced client satisfaction through improved service delivery.

Provider Service Agent

United Healthcare
Roswell, GA
11.2010 - 12.2013
  • Advised medical professionals on patient benefits, out-of-pocket costs, and insurance details.
  • Processed medical claims, denials, and payments while ensuring compliance with NCD/LCD guidelines.
  • Educated providers on HIPAA regulations and international medical passport requirements.
  • Guided healthcare providers through complex insurance processes, enhancing their understanding and improving claim approval rates.
  • Streamlined claims processing workflow, achieving measurable improvements in turnaround times and reducing administrative bottlenecks.
  • Analyzed patient feedback to identify trends, leading to actionable insights that improved the overall patient experience and satisfaction.

Education

Some College (No Degree) - Radiology Technician

West GA Technical College
Douglasville, GA

Skills

  • CRCR certified
  • Epic certification
  • ICD-9
  • ICD-10
  • Citrix
  • Epic
  • Kronos
  • In contact
  • Emdeon
  • Microsoft Office Suite
  • Medical terminology
  • Data entry
  • Customer service
  • Epic systems training
  • Regulatory compliance
  • HIPAA compliance
  • Claims processing
  • Training program development
  • Team collaboration
  • Communication skills
  • Patient scheduling
  • Protected health information
  • Investigation techniques
  • Patient access management
  • Conflict resolution
  • Insurance verification
  • Front office operations
  • MS office

Hobbies and Interests

  • Traveling
  • Training in healthcare facilities
  • Meeting new people
  • Positive influence on every person I network with and every patient that I can save

Languages

English, Native

Timeline

Patient Access Quality Assurance Trainer

WellStar Health System
07.2016 - Current

Patient Service Specialist

Resurgens Orthopedics
10.2015 - 05.2016

Scheduler Specialist

Altegra Health
01.2015 - 05.2016

Front Office Specialist

Dr. Judson Black (Endocrinologist)
06.2014 - 01.2015

Case Management Specialist

Morneau Shepell
12.2013 - 01.2015

Provider Service Agent

United Healthcare
11.2010 - 12.2013

Some College (No Degree) - Radiology Technician

West GA Technical College

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EBONY O'NEIL