Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
RegisteredNurse

Felecia Franks

Ellenwood,GA

Summary

Proven healthcare professional with a track record of enhancing patient satisfaction and streamlining billing processes at Northside Hospital Atlanta. Skilled in EMR/EHR and demonstrating exceptional emotional intelligence, I've successfully developed patient financial assistance programs, improving revenue recovery by over 30%. Expert in HIPAA compliance and compassionate caregiving, I excel in high-pressure environments, ensuring optimal patient care and financial management. Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Procedure Coordinator

Piedmont Hospital
12.2023 - Current
  • Ensured timely administration of medications and treatments as directed by medical professionals, promoting patient health and wellbeing.
  • Promoted adherence to facility policies and procedures by modeling professional behavior at all times, ensuring consistent standards across the workplace.
  • Monitored vital signs and reported any abnormal findings promptly to nursing staff, facilitating early intervention when necessary.
  • Utilized strategic approaches to manage difficulties in emergency situations effectively.
  • Contributed to a positive work culture by supporting colleagues in their duties and offering assistance when needed.
  • Enhanced clarity in healthcare communications to ensure all parties were informed about care plans and expectations.
  • Developed trusting relationships with patients through empathetic listening skills, promoting open dialogue about concerns or questions related to their healthcare experience.
  • Acted as an advocate for the needs of vulnerable populations within the healthcare setting, working to ensure equitable access to resources and support.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Transported clients to and from medical appointments with safety and efficiency.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
  • Answered phone calls and answered questions from potential customers.
  • Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
  • Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
  • Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
  • Opened new accounts and documented personal, demographic, and payment information in system.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Streamlined procedural processes by identifying areas for improvement and implementing necessary changes.

Patient Financial Counselor

Shady Grove Fertility
03.2022 - 08.2023
  • Increased patient confidence in the billing process by providing clear explanations of insurance benefits and coverage limitations.
  • Negotiated payment plans with patients, maintaining a high rate of successful payments.
  • Enhanced patient satisfaction by effectively explaining financial options and answering billing inquiries.
  • Provided compassionate assistance to financially challenged patients, identifying potential sources of funding or discounts when applicable.
  • Developed strong relationships with insurance providers, facilitating prompt resolution of claim issues and disputes.
  • Improved cash flow by proactively monitoring aging accounts receivables and implementing effective collection strategies.
  • Conducted thorough audits of patient accounts to identify discrepancies and prevent potential revenue loss.
  • Leveraged advanced problem-solving skills to address complex cases involving multiple payers or coordination of benefits.
  • Assisted in the development of new policies and procedures to improve overall patient financial experience.
  • Maintained up-to-date knowledge on evolving healthcare regulations, sharing insights with colleagues for continuous improvement.
  • Collaborated with healthcare providers to ensure accurate billing codes, reducing claim denials and improving reimbursement rates.
  • Educated patients on available financial assistance programs, increasing their access to necessary healthcare services.
  • Streamlined insurance verification processes for increased efficiency and reduced errors.
  • Streamlined communication between financial counseling department and clinical staff, ensuring unified approach to patient care.
  • Managed sensitive patient information with utmost discretion, adhering to all HIPAA guidelines.
  • Developed personalized payment solutions for patients facing financial hardships, preserving patient loyalty and trust.
  • Mediated disputes between patients and insurance companies, ensuring accurate claim processing and patient satisfaction.
  • Contributed to departmental goals by consistently meeting or exceeding established performance metrics.
  • Enhanced patient understanding and reduced financial stress with clear explanations of complex insurance benefits and coverage.
  • Implemented patient follow-up system to address billing questions, leading to decrease in patient complaints.
  • Improved patient satisfaction by offering comprehensive financial counseling services, ensuring clarity on billing and insurance processes.
  • Streamlined insurance verification process, minimizing billing errors and speeding up patient admissions.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Engaged with patients to provide critical information.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Answered incoming calls, scheduled appointments and filed medical records.

Patient Account Rep & Financial Assistance Counsel

Thomas Eye Group
04.2018 - 03.2022
  • Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
  • Handled payment postings and refund processing efficiently.
  • Ensured accuracy in insurance information to optimize reimbursement timelines.
  • Collaborated with external agencies to address billing discrepancies.
  • Enhanced teamwork by managing efficient communication.
  • Ensured compliance with healthcare regulations while processing claims and managing patient accounts.
  • Enhanced patient satisfaction by promptly addressing inquiries and resolving account issues.
  • Collaborated with the medical staff to ensure proper documentation and coding for accurate billing.
  • Identified trends in unpaid accounts, developing targeted solutions for improved revenue recovery.
  • Achieved a significant reduction in aged accounts receivable through diligent follow-up efforts with both patients and insurers.
  • Responded to patient, family, and external payer inquiries.
  • Utilized computer programs to create invoices, letters, and other documents.
  • Negotiated payment plans with patients experiencing financial difficulties, supporting them in meeting their obligations without undue stress.
  • Educated patients on financial policies, promoting understanding of their responsibilities within the healthcare system.
  • Monitored flags and resolved urgent items with accuracy and efficiency.
  • Contacted patients after insurance was calculated to obtain payments.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Responded to customer inquiries and provided detailed account information.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Entered client details and notes into system for interdepartmental access and review.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.

Lead Patient Financial Assistance Counselor

Northside Hospital Atlanta
07.2002 - 03.2018
  • Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
  • Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
  • Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
  • Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
  • Contributed to a supportive work environment by sharing knowledge, resources, and new findings within the counseling field.

Education

High School Diploma -

Westlake Highschool
Atlanta Georgia
05.1991

Skills

  • Patient care
  • Patient safety
  • Vital signs monitoring
  • Emotional resilience
  • Confidentiality
  • Healthcare administration
  • Compassionate caregiving
  • Time management
  • Indirect patient care
  • Social skills development
  • EMR / EHR
  • Problem-solving
  • Multitasking and organization
  • Team collaboration
  • HIPAA compliance
  • Verbal and written communication
  • Conflict resolution
  • Appointment scheduling
  • Emotional intelligence
  • Medical office administration
  • Supportive personality
  • Clear communication
  • Handling complaints
  • Spreadsheet management
  • Patient confidentiality
  • Patient scheduling
  • Data entry
  • Insurance verification
  • Follow-up skills
  • Appointment coordination
  • Calendar management
  • Authorization coordination
  • Patient care
  • Teamwork and collaboration
  • Multi-line telephone system control
  • Customer service
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Customer service management
  • Phone and email etiquette
  • Microsoft office
  • Employee supervision
  • Self motivation

Accomplishments

Collected over 750K at Shady Grove Fertility

Wrote off over 35M, which allowed the company to keep there non profit status at Northside Hospital


Certification

CPAR

Timeline

Procedure Coordinator

Piedmont Hospital
12.2023 - Current

Patient Financial Counselor

Shady Grove Fertility
03.2022 - 08.2023

Patient Account Rep & Financial Assistance Counsel

Thomas Eye Group
04.2018 - 03.2022

Lead Patient Financial Assistance Counselor

Northside Hospital Atlanta
07.2002 - 03.2018

High School Diploma -

Westlake Highschool

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Felecia Franks