Erica White
Durham,NC
Summary
To obtain a challenging position with an organization that values skilled, hardworking, dedicated employees and offers opportunities for continuous educational and professional growth.
Overview
21
21
years of professional experience
Work History
Customer Account Supervisor
Med-El
12.2021 - Current
- Responsible for hiring, training, coaching, supervising, performance management, administrative duties (i.e.-scheduling, Time Card oversight, annual performance evaluations, etc.), engagement, and professional development of direct reports
- Participate in development and modification of operational procedures, systems, forms and guidance documents to ensure effective and efficient operations to meet the company's business needs, regulatory requirements and customer expectations
- Assist with developing strategies and implement action plans to successfully maximize efficiency, profitability and consistent ongoing operations
- Ensure handling of product is in compliance with MED-EL Policies/Quality System and state/federal regulations relevant to medical device companies and Medicare/Medicaid Providers.
Provider Relations Team Lead
UTS
04.2021 - 11.2021
- This position will collaborate with the Department of Health and Human Services Division of Health Benefits Provider Operations
- Lead with Management in prioritizing, organizing, and carrying out defined work duties/expectations
- Assist Management in the planning, directing, and coordination of work within the Provider Operations unit
- Informing Management of the assignment/project status, including reporting medium to major developments
- As well as seek advice/consultation as needed
- Facilitate and Lead departmental communications and provider relations functions; Identify, evaluate, and resolve customer issues and collaborate closely with management and others to develop and implement solutions
- Assist in developing/maintaining Unit operational policies and procedures
- Actively participate in Unit discussions/meetings
- Utilize systems, monitoring tools, and business procedures to support internal controls and carry out assigned tasks
- Assist with compiling data reports to reflect monitoring and oversight performance.
Administrative Support Supervisor
UNC Healthcare
09.2017 - Current
- Initiate and implement administrative programs and procedures and evaluate their effectiveness
- Manage multiple priorities while working in a fast-paced environment
- Provide employees with the knowledge, skills and abilities to accomplish departmental goals
- Implement and monitor the progress of various policies and procedures
- Plan, assign, delegate, and supervise small and large work teams
- Monitor time and attendance, process bi-weekly payroll
- Review work and measure performance of others, and develop individual competencies
- Establish and maintain effective working relationships with all levels of leadership and employees, and to provide excellent customer service
- Communicate effectively verbally and develop solutions to difficult situations.
Claims Coding Specialist
UNC Healthcare
11.2016 - 09.2017
- Identified transplant related claims
- Specialized transplant billing, creating and mailing bundle bills
- Account follow-up with payers
- Identified and monitored transplant cases and calculated and reconciled case rates
- Read and understood payer contracts and guidelines regarding transplants.
Unit Secretary
Carolina Meadows
07.2015 - 08.2020
- Administer and maintain patient records
- Break down medical charts for record keeping
- Print and distribute appointment calendars and patient appointment information
- File daily CNA sheets and Meal Logs
- Sort mail, answer phones, fax
- Communicate with clinical staff and visitors to ensure patient safety
- Assist residents as needed and necessary.
Administrative Specialist
UNC Healthcare
11.2013 - 11.2017
- Assured those processes required to check-in a patient for inpatient and outpatient services were carried out in the most efficient and accurate manner
- Verified all patient demographic information in registration systems
- Assisted the patient in understanding and signing the required consent form and other documents
- Verified and updated insurance information and collect monies due at point of service
- Scheduled surgical procedures accurately via phone, fax, or email
- Provided support to other office personnel in performance of their duties and other duties as assigned by supervisor.
Case Management Rep/ Patient Account Rep
Wake Med
04.2010 - 06.2015
- Performed various administrative and clerical duties related to the completion of incomplete admission folders of inpatients and observation patients
- Coordinated the issuance of the second Important Message from Medicare to all Medicare beneficiaries who are hospital inpatients prior to planned discharge
- Obtained complete and accurate data collection associated with the registration of all inpatients and outpatients
- Ensured data collected allows for patient treatment to proceed without undue delay, conforms to North Carolina State and federal regulations, and results in the most complete reimbursement possible
- Verified inpatient and outpatient insurance eligibility and benefits for patient appointments and obtain necessary precertification and authorizations
- Documented and communicated insurance information to all necessary parties to allow effective and timely patient care
- Scheduled, rescheduled, and canceled patient appointments as needed.
Patient Financial Counselor/Surgery Scheduler
Cancer Centers of NC
06.2010 - 11.2013
- Registered patients with accurate demographic and financial data
- Obtained Prior Authorization Certifications as appropriate
- Evaluated diagnoses to ensure compliance with Medicare Review Guidelines
- Implemented appropriate collections actions through payment arrangements or financial counseling referral
- Provided patients with resource information on obtaining assistance from outside resources
- Calculated and collected patient payments appropriately, reconciled daily cash deposit
- Completed duties necessary to ensure all claims are processed timely and accurately
- Tracked and monitored patient assistance received and prepared reports accordingly
- Communicated with insurance carriers to resolve issues related to coverage and payment
- Schedule surgical procedures accurately via phone, fax, or email
- Provide support to other office personnel in performance of their duties and other duties as assigned by supervisor.
Patient Account Associate
Duke University Health System
01.2008 - 06.2010
- Followed up on all denials within the work files
- Identified trends within the billing systems and made recommendations for improvements
- Maintained office operation by reprinting and transmitting claims (paper or electronic)
- Optimized efficiency by verifying correct posting of payments and contractual adjustments
- Implemented telephone protocol to various third party payers
- Resolved claim edits and worked all aging accounts in a timely manner
- Obtained necessary pre-certification and authorizations (initial or retro)
- Matched authorizations with supporting documentation and calculated personal weekly productivity
- Recorded and updated financial information, filed and expedited third-party claims.
Medical Office Assistant/Insurance Specialist
Park Ophthalmology
03.2005 - 01.2008
- Welcomed patients and visitors by greeting the patients or visitors in person or on the telephone, answering or referring inquiries
- Ensured all insurance, demographic, and eligibility information was obtained and entered into the system in an accurate manner
- Reviewed service delivery compared to schedule and making proper suggestions
- Comforted patients by anticipating their anxieties and having answers to questions
- Ensured availability of treatment by filing and retrieving patient charts
- Maintained patient accounts by obtaining, recording, and updating personal and financial information
- Obtained revenue by recording and collecting patients’ charges
- Controlled credit extended to patients; collected payment, and expedited third-party claims
- Maintained operations by following policies and procedures; reporting needed changes
- Called in or faxed prescriptions; balanced end-of-day reports; administered visual field tests and contact lens insertion and removal training
- Handled Account Receivable and Payable for both insurance and patient payments
- Performed insurance verification process on all third-party payers, and obtained initial and subsequent pre-authorization for services and surgeries.
Shift Manager
McDonalds
02.2005 - 06.2010
- Lead each shift by delegating duties, assigning specific tasks and ensuring team members are prepared for each day
- Trained and developed team members
- Followed inventory control procedures and guidelines
- Assisted with labor management costs
- Maintained cleanliness and organization throughout the restaurant and ensured proper set up and breakdown of the entire restaurant including dining room, restrooms, kitchen and prep areas
- Maintained a positive work environment for team members and guests during each shift
- Maintained regular and consistent attendance and punctuality
- Followed operational policy and procedures, including those for cash handling and safety/security, to ensure the safety of all teams members and guests during each shift.
Medical Office Assistant
Various Temporary Agencies
02.2003 - 02.2005
- Welcomed patients by greeting the guests in person or on the telephone; answering or referring inquiries
- Maintained operations by recording proper patient arrival and departure
- Comforted patients by anticipating their anxieties and having answers to questions and attending to needs and requests
- Maintained operations by following policies and procedures; reporting needed changes
- Contributed to team effort for success by balancing cash and credit charges; maintained accounts receivable and produced reports for management
- Coordinated individual and collective efforts of staff while maintaining complete customer satisfaction
- Completed shift checklists; filed, retrieved, routed and delivered patient charts or other files.
Education
Certificate – Medical Systems Administration -
ECPI Technical College
Raleigh, NCSkills
- Excellent communication skills oral and written
- Proficient in various healthcare based programs such as EPIC, A2K, OAS, Scheduling com, Medilinks, Sharepoint, Passport, HealthPay 24, RealMed, and Navinet
- Extensive experience in general computer programs such as Excel, Windows, Microsoft Word
- Ability to maintain professional relationships with all
- Responsibly and competently comply with policies and procedures
Timeline
Customer Account Supervisor
Med-El
12.2021 - Current
Provider Relations Team Lead
UTS
04.2021 - 11.2021
Administrative Support Supervisor
UNC Healthcare
09.2017 - Current
Claims Coding Specialist
UNC Healthcare
11.2016 - 09.2017
Unit Secretary
Carolina Meadows
07.2015 - 08.2020
Administrative Specialist
UNC Healthcare
11.2013 - 11.2017
Patient Financial Counselor/Surgery Scheduler
Cancer Centers of NC
06.2010 - 11.2013
Case Management Rep/ Patient Account Rep
Wake Med
04.2010 - 06.2015
Patient Account Associate
Duke University Health System
01.2008 - 06.2010
Medical Office Assistant/Insurance Specialist
Park Ophthalmology
03.2005 - 01.2008
Shift Manager
McDonalds
02.2005 - 06.2010
Medical Office Assistant
Various Temporary Agencies
02.2003 - 02.2005
Certificate – Medical Systems Administration -
ECPI Technical College
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