Gwendolyn Willix
Pisgah Forest,NC
Summary
Versatile team member with a proven track record at Mission Hospital, enhancing patient financial processes and boosting team performance. Expert in store operations and health and safety, with a knack for fostering customer engagement and teamwork. Achieved significant improvements in patient satisfaction and operational efficiency, demonstrating adaptability and a strong work ethic. Offering solid foundation in leadership and organization, with readiness to learn and develop within a customer driven environment. Brings ability to quickly grasp new concepts and implement efficient processes. Ready to use and develop problem-solving and team coordination skills.
Overview
29
29
years of professional experience
Work History
Shop Lead
Mary's Mountain Cookies
05.2022 - Current
- Fostering open communication and collaboration among staff members for smoother operations.
- Resolved conflicts among staff members swiftly, maintaining positive work environment conducive to high performance.
- Improved customer satisfaction by providing exceptional service and addressing any concerns promptly.
- Developed training programs for new hires, resulting in increased job competency and faster onboarding processes.
- Enhanced store safety by conducting regular inspections, identifying potential hazards, and implementing corrective measures.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies or loss due to theft or error.
- Assisted in visual merchandising tasks such as window displays or floor layouts that showcased featured products effectively increasing sales conversion rates.
- Provided constructive feedback to employees regularly, fostering continuous improvement in individual skills and overall team performance.
- Increased sales revenue with proactive upselling techniques and thorough product knowledge.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Completed daily tasks accurately and on-time to support shop needs.
- Met production targets and tight deadlines by collaborating closely with team members.
- Implemented efficient scheduling practices to optimize employee productivity and maintain appropriate staffing levels.
Bariatric Patient Navigator
Mission Hospital
08.1996 - 05.2021
- Increased efficiency in financial clearance process by implementing standardized procedures for collecting required documentation from patients.
- Facilitated prompt resolution of patient billing inquiries by coordinating with internal departments and external agencies as needed.
- Collaborated with insurance providers to verify coverage and resolve billing disputes, improving patient trust and ensuring timely payments.
- Supported hospital-wide initiatives aimed at optimizing reimbursement levels by providing expert input on payer contract terms and conditions.
- Served as reliable point of contact for patients throughout their treatment journey, addressing concerns promptly and maintaining open lines of communication.
- Maintained up-to-date knowledge of relevant federal and state regulations, ensuring compliance in all financial counseling activities.
- Conducted thorough assessments of patient eligibility for charity care programs, securing vital financial support for those in need.
- Educated patients on available resources, payment options, and insurance benefits to promote informed decision making.
- Established strong relationships with multidisciplinary teams to ensure seamless coordination of care from financial perspective.
- Negotiated payment plans with patients experiencing financial hardship, minimizing write-offs while supporting continued access to care.
- Streamlined financial assistance application process for patients, resulting in reduced wait times and increased approval rates.
- Verified patient insurance eligibility and entered patient information into system.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Delivered support to medical staff in completion of patient paperwork.
Health Unit Coordinator
Mission Hospital
08.1996 - 05.2021
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
- Assisted nursing staff with daily tasks, contributing to a well-organized and efficient unit environment.
- Assembled and maintained patient medical records and other documents related to patient care.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in fast-paced healthcare environment.
- Ensured patient safety through strict adherence to HIPAA regulations and maintaining confidentiality of sensitive information.
- Maintained accurate patient records through diligent data entry and timely updates in electronic health record system.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Improved patient care by efficiently coordinating and scheduling medical appointments, tests, and procedures.
- Facilitated smooth transitions during shift changes by diligently preparing handoff reports for incoming staff members.
- Aided physicians'' workflow efficiency by accurately transcribing orders into appropriate systems.
- Ensured compliance with healthcare regulations by accurately processing doctors' orders and prescriptions, safeguarding patient health.
- Enhanced inter-departmental communication by serving as liaison between health unit and other hospital departments, ensuring cohesive patient care.
- Maintained confidentiality and protected patient rights by strictly adhering to privacy laws and healthcare ethics in all communications and records.
Patient Account Representative
Mission Hospital
08.1995 - 05.2021
- Posted payments and processed refunds.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Promoted positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Facilitated smooth communications between patients, providers, and insurers, fostering atmosphere of trust and collaboration.
- Conducted regular audits of patient accounts, identifying discrepancies and rectifying errors as needed.
- Electronically submitted bills according to compliance guidelines.
- Enhanced patient satisfaction by promptly addressing inquiries and resolving account issues.
- Maintained accurate records of all transactions, ensuring timely payments from patients and insurance providers.
- Achieved significant reduction in aged accounts receivable through diligent follow-up efforts with both patients and insurers.
- Developed strong relationships with key contacts at insurance companies to expedite resolution of claim disputes or other account-related issues.
- Responded to patient, family, and external payer inquiries.
- 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 healthcare system.
- Analyzed customer financial records to determine appropriate payment plan.
- Worked with customer to create debt repayment plan based on current financial condition.
Patient Financial Counselor
Mission Hospital
08.1995 - 05.2021
- Increased patient confidence in 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.
- Developed strong relationships with insurance providers, facilitating prompt resolution of claim issues and disputes.
- Provided compassionate assistance to financially challenged patients, identifying potential sources of funding or discounts when applicable.
- Improved cash flow by proactively monitoring aging accounts receivables and implementing effective collection strategies.
- Assisted in development of new policies and procedures to improve overall patient financial experience.
- Developed customized payment solutions based on individual patient needs, promoting long-term account sustainability.
- Streamlined insurance verification process, minimizing billing errors and speeding up patient admissions.
- Managed sensitive patient information with utmost discretion, adhering to all HIPAA guidelines.
- Collaborated with healthcare providers to ensure accurate billing codes, reducing claim denials and improving reimbursement rates.
- Educated patients on available financial assistance programs, guiding them through application processes when needed.
- Streamlined insurance verification processes for increased efficiency and reduced errors.
- Collaborated with medical staff to ensure accurate billing codes and minimize claim denials.
Education
Nursing
Asheville Buncombe Technical Community College
Asheville, NCAccounting
Fayetteville Technical Community College
Fayetteville, NCHigh School Diploma -
North Buncombe High School
Weaverville, NCSkills
- Store operations
- Customer service
- Team collaboration
- Adaptability and flexibility
- Cash handling
- Customer engagement
- POS systems
- Teamwork and communication
- Strong work ethic
- Punctual and dependable
- Organizational skills
- Reliability
Timeline
Shop Lead
Mary's Mountain Cookies
05.2022 - Current
Bariatric Patient Navigator
Mission Hospital
08.1996 - 05.2021
Health Unit Coordinator
Mission Hospital
08.1996 - 05.2021
Patient Account Representative
Mission Hospital
08.1995 - 05.2021
Patient Financial Counselor
Mission Hospital
08.1995 - 05.2021
Nursing
Asheville Buncombe Technical Community College
Accounting
Fayetteville Technical Community College
High School Diploma -
North Buncombe High School
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