Erica B. Kierstead
Clayton,NC
Summary
Dynamic leader with a passion for patient-centered care and operational excellence. Bringing a rare blend of strategic insight and hands-on experience to the role of Regional Practice Administrator. Seeking to join a forward-thinking healthcare organization to cultivate high-performing teams, streamline clinical workflows, and create an environment where both patients and providers thrive. Applying a passion for compassionate leadership to elevate clinic standards, optimize systems, and foster a culture of accountability and excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Access Manager
Duke Otolaryngology
08.2022 - Current
- Supervise and coordinate clinic activities to include maintaining systems for patient flow throughout the clinic.
- Direct all scheduling, check-in, check-out and financial services within the clinic
- Supervise patient services associate staff and financial care counselor staff
- Directly responsible for all personnel actions including, hiring, performance coaching, promotions, paid time off schedules, maintain payroll records and time reports and assist with training of new staff
- Plan and schedule work for the front-end staff, ensuring proper distribution of task or assignments.
- Maintain interface with physicians, patients and administrative staff to provide information and to resolve problems relating to clinic services
- Develop policies and procedures to improve patient care and utilization of clinic resources
- Enforces regulatory and compliance requirements (HIPPA, JCAHO, etc). Accountable for understanding, enforcing and following all internal controls, particularly as they relate to cash management policies and procedures.
- Generate, analyze and/or interpret entity-specific reports relating to department performance, staff performance, and financial performance
- Conduct one-on-ones with staff to maintain a positive rapport with staff and to assist with any needs or concerns
- Maintain daily, weekly or monthly reporting logs
- Monitor workqueues, inbaskets and reports daily, weekly or monthly
- Attend daily clinical huddles and monthly clinical staff meetings
- Serve as a representative for the clinic to both internal and external groups
- Actively participate on committees to achieve desired outcomes and ensure follow-up on action plans
Financial Care Counselor
Duke Otolaryngology
06.2021 - 08.2022
- Obtaining authorizations for pertaining to multiple therapy visits within the clinic
- Verify patient insurance benefits for collection using up to date insurance vendors, using online service or verify by telephone if online services are unavailable
- Provide financial assistance and payment options for patients
- Collect current insurance information and verify benefits for services rendered within the clinic
- Perform outbound and inbound calls to patients regarding insurance benefits, patient responsibility payments, and/or estimates for upcoming visits
- Provide financial education regarding insurance or copay payments
- Update patient registration information w/ updated demographics, new or changes to insurance information
- Daily working of work queue orders to clear patient postings, claim edits and credits
- Obtain prior authorization for CT and MRI orders
- Document all patient and insurance representative conversations in Epic to inform staff of pertinent patient information
- Assist patients with checking in for clinical consultation and therapy appointments
- Accurately schedule and re-schedule appointments for new and return patients in Epic
Staff Assistant
Duke Vascular Specialist
12.2019 - 06.2021
- Create DRAH OR cases for procedure posting
- Prepare paperwork for Wake Med procedure posting
- Schedule Angio suite appointments
- Schedule New patient and return patient appointments as needed
- Arrange COVID testing, pre-op, post-op and any clearance appointments as needed
- Administrative duties: answer phone, check voice mail, in basket messages, emails and respond appropriately
- Calendar management; update procedures on calendars daily
- Update provider calendars with patient appointments and procedures
- Schedule meetings for providers as needed and add to provider calendar
- Update individual and group calendar with call schedule updates and vacation time for providers
- Create a spreadsheet of call schedule for management and DRAH personnel
- Complete expense reports for many faculty members
- Prepare reimbursement statements for providers
- Schedule meetings and travel for faculty as needed
- Perform bi-weekly clinic review spreadsheets and ensure images are uploaded via power share as needed
Registered Medical Assistant
Duke Vascular Surgery
04.2017 - 12.2019
- Greet patients with positive attitude and give superb customer service to each patient
- Administrative duties: answer phones, update patient medical records, schedule and reschedule appointments, and other administrative duties as directed by physician or management as needed
- Escort patients to exam rooms, record medical history, chief complaint(s) and record vital signs in Epic
- Preceptor for new hires and/or medical assistant students during externship
- Preform wound care procedures such as changing sterile and non-sterile dressings, remove sutures and staples
- Prepare exam room(s) for sclerotherapy procedures and assist provider during sclerotherapy procedures
- Lead for Point of Care lab; duties include: employee training, maintain monthly paperwork and product ordering, along with performing quality control procedures daily as well as quarterly maintenance
- Lead of Patient Experience Committee a committee dedicated to maintaining and/or improving patient care
Registered Medical Assistant
FastMed Urgent Care
02.2017 - 03.2018
- Assisted Providers in delivering excellent patient care in a busy urgent care setting
- Escorted patients to exam rooms, recorded medical history, chief complaint(s) and accurately documented vital signs in EMR system (VelociDoc EMR)
- Duties included; Injections, Phlebotomy (butterfly, finger stick) Vaccinations, School and DOT Physicals, Assisted with Ear Lavage, suturing, suture removal, abscess removal, nebulizer treatments
- Perform patient call backs, referrals and prescription call ins
- Responsible for tests ordered by physician; EKG, Strep test/Rapid Strep, Flu tests/Rapid Flu, Mono tests Urinalysis, Urine Cultures, Blood sugar checks, Pregnancy test, assisted with X-Ray
Patient Service Associate
Duke Gastroenterology of Raleigh
07.2014 - 04.2017
- Assisted patients with checking in for clinical consultation and procedure appointments
- Effectively register new patients and update existing patient demographics in Epic
- Accurately schedule and re-schedule appointments and procedure for new and return patients in Epic
- Negotiate transactions associated with patient copays and/or insurance premium payments
- Maintain patient confidentiality by securing protected health information
- Verify patient insurance eligibility daily
- Daily end of shift balance of receipts and prepare daily cash report
Education
Associate of Applied Science - Medical Assisting
ECPI University
Raleigh, NC01.2017
RMA through American Medical Technologists - undefined
02.2017
Skills
- Effective multitasking
- Staff management
- Workflow management
- Electronic health records
- Office procedures
- Quality improvement
- Role-based Access control
- Operations management
- Healthcare compliance
- Organizational development
Certification
- Leadership Lived Out- participant 2023-2024
- Liaison with Diversity, Inclusion and Equity organization
Timeline
Service Access Manager
Duke Otolaryngology
08.2022 - Current
Financial Care Counselor
Duke Otolaryngology
06.2021 - 08.2022
Staff Assistant
Duke Vascular Specialist
12.2019 - 06.2021
Registered Medical Assistant
Duke Vascular Surgery
04.2017 - 12.2019
Registered Medical Assistant
FastMed Urgent Care
02.2017 - 03.2018
Patient Service Associate
Duke Gastroenterology of Raleigh
07.2014 - 04.2017
RMA through American Medical Technologists - undefined
Associate of Applied Science - Medical Assisting
ECPI University
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