Hallie Rowan
Phoenix,AZ
Summary
Seasoned healthcare professional with a proven track record at Banner Health, adept in medical billing and insurance verification. Excelled in enhancing patient registration processes and auditing accuracy, showcasing exceptional customer service and problem-solving skills. Demonstrated leadership by improving department efficiency by 30%, leveraging expertise in Microsoft Excel and HIPAA compliance.
Overview
16
16
years of professional experience
Work History
ED Registrar
Valleywise Health
Phoenix, US
08.2023 - Current
- Data Entry.
- Verifying insurance eligibility, and communicating with patients and their families about payment responsibilities.
- Submitting notifications to Maricopa Co.'s database for patients who are current inmates.
- Reporting to management any changes in day-to-day processes.
- Managing patient paperwork, and explaining forms to patients.
- Assisting in different areas, PRN (i.e., burn unit, pediatrics, etc.).
- Arriving and registering patients in an emergency department setting.
- Collections (copays, deductibles, co-insurance)
Emergency Room Registrar
MAYO CLINIC
Phoenix, US
01.2023 - 08.2023
- Admits patients to the emergency room.
- Process patient paperwork.
- Managed billing and initiated the process for medical billing.
- Provides customer support to patients visiting a hospital emergency room.
- Assist with special projects as needed.
- Inputted patient demographics and other relevant data accurately and efficiently.
- Verified patient insurance information and collected copays, if necessary.
- Communicated with patients with compassion while keeping medical information private.
- Responded to inquiries from patients regarding their care, billing, and discharge instructions.
- Ensured that all required documentation was completed prior to a patient's departure from the Emergency Room area.
- Performed administrative tasks such as filing documents, scanning charts, photocopying forms.
Trauma ED Registrar
Banner Health
Glendale, US
07.2022 - 10.2022
- Registering patients and verifying their insurance eligibility.
- Accepting all methods of payment for deductibles, copays, and coinsurance.
- Working in a team environment to ensure ambulance patients are quickly and correctly entered into the system for physicians to promptly assess patients' conditions.
- Meet with leadership to discuss any trends and new opportunities that could improve the department and staff efficiency.
- Utilized problem-solving skills to troubleshoot issues with registration process.
- Answered incoming calls from patients inquiring about their visit status or any changes made.
- Scheduled and confirmed patient appointments and consultations.
- Completed relevant insurance and other claim forms.
- Resolved discrepancies related to billing, coding, and insurance claims.
Placement Liaison with the Resource Team
Banner Health
Phoenix, US
01.2022 - 10.2022
- Assisted House RN's with staffing MA's, RN's, CNA's, and Monitor Techs throughout the BUMCP campus
- Reported placement decisions nightly to House RN staff during Resource Team meetings.
- Met with the L&D department nightly to get updates on bed availability, to appropriately staff for the next evening's schedule.
- Updated call-outs, no-shows, PTO usage, Covid-19 leaves, etc.
- Via Teams, Excel spreadsheets, and Kronos.
- Identified shortages that were unable to be filled by the appropriate leadership.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Maintained positive working relationship with fellow staff and management.
Patient Account Auditing Coordinator
Banner Health
Phoenix, US
01.2018 - 01.2022
- Responsible for managing all auditing analysts' workflow and verifying the validity of charges.
- Assist with the training of new employees.
- Check eligibility status through various portals to ensure insurance information is up to date.
- Determined patient responsibility and issued notices of co-pays.
- Contact primary care providers for the required documentation.
- Take inbound calls from patients with inquiries regarding their medical claims.
- Provide reports to management as needed.
- Efficiently facilitate patient, financial, risk, and defense audits for all 29 Banner Health facilities.
- Accurately key charges, balance analysts' findings, and post them accordingly.
- Rebill insurance claims with the necessary adjustments applied and documented.
- Work with all facility risk managers to correctly assess charges that should not be billed to the patient or insurance.
- Assist with claims and litigations by providing documentation as requested, and apply adjustments per the Legal Department.
- Monitored project progress and provided updates to stakeholders.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Computed balances, totals or commissions to support accounting team.
SR. Customer Service Associate
Home Depot (Corporate)
Tempe, US
11.2015 - 01.2017
- Responsible for ensuring that customer phone calls and transactions are handled quickly and accurately.
- Interacted with internal and external customers over the phone to ensure excellent customer service is achieved.
- Facilitate all customer order types (BOPIS, BOSS, Will Call, Store-to-Store, and Delivery), and resolve any issues that arise.
- Partnered with carriers and vendors to ensure that customers received the right product, and on time.
- Assisted with training new employees as needed.
- Scheduled deliveries with freight carriers, and processed customers' payments as needed.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Researched technical problems reported by customers and provided detailed solutions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Auto Collections Specialist
Flagship Credit Acceptance
Phoenix, US
09.2014 - 04.2015
- Discussed payment arrangements with delinquent customers, and thoroughly documented all accounts according to company policy.
- Assisted with the training and development of new associates in terms of systems and call flow.
- Responsible for making 150 or more outbound calls each day.
- Corresponded with customers via email on an as-needed basis to ensure payment terms were being met.
- Submitted insurance claim information for processing.
- Assisted the Repossessions team in locating absent vehicles, and utilized skip tracing tools.
- Negotiated and processed debtors' payments as needed.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Contacted insurance companies to check status of claim payments.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Provided financial advice to customers on budgeting techniques and money management skills to help them stay current on their obligations.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
Negotiations Specialist
Freedom Financial Network
Tempe, US
07.2013 - 01.2014
- Negotiated settlements on the client's behalf in order to decrease the owed debt.
- Generated various reports to effectively communicate with creditors regarding client details.
- Made over 100 calls a day in an effort to resolve various accounts, or to provide alternative solutions to settle delinquent accounts.
- Properly documented accounts ensure that customer concerns are clearly communicated on accounts.
- Determined consumer needs to provide products and services appealing to larger market.
- Participated in ongoing training and compliance activities.
- Identified needs of customers promptly and efficiently.
- Reviewed documents for accuracy prior to submission or publication.
Resolution Analyst
Cavalry Portfolio Services
Phoenix, US
07.2012 - 06.2013
- Accurately document debtors' accounts to communicate interactions and account activity.
- Assessed debtors' financial situations and recommended solutions that fit their specific financial situations, in an effort to resolve delinquent accounts.
- Placed more than 180 outbound calls per day in attempts to obtain debtors' contact information, to update internal systems, and to ensure information integrity.
- Generated ad hoc reports are used by management as needed.
- Obtained debtor payment information to schedule payments in an effort to resolve delinquent accounts.
- Coordinated communication between customers and other departments to resolve conflicts efficiently.
- Developed and implemented strategies for resolving customer disputes quickly and effectively.
- Drafted letters outlining the results of investigations into unresolved disputes.
- Collaborated with internal departments to ensure successful resolution of customer concerns.
Sr. Medical Account Manager
iQor Holdings, Inc
Plymouth, US
09.2008 - 01.2012
- Accurately documented patient accounts according to company procedure.
- Negotiated and processed debtors' payments as needed.
- Assisted with the training and development of new hires.
- Maintained patient confidentiality.
- Notified patients of delinquent accounts, and recommended solutions to resolve unsettled accounts.
- Prepared documents to be billed to various insurance companies.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
- Listened to customer needs to identify and recommend best products and services.
Education
High School Diploma -
Southern Illinois University, Carbondale
Carbondale, IL07.2000
Skills
- Hospital
- Customer Service
- Front Desk
- Front Office
- Call Center
- Insurance Verification
- Auditing
- Medical Scheduling
- Microsoft Outlook
- Medical Office Experience
- Medical Terminology
- Medical Records
- Medical software navigation
- Healthcare compliance
- Claim appeals handling
- HIPAA
- Administrative Experience
- Microsoft Excel
- Microsoft Office
- Microsoft Word
- Medical Billing
- Records security practices
- Lapsed case follow up
- EMR Systems
- Kronos
- Medical Coding
- Ethical practice
- Trauma management
- Medicare expertise
- Claims processing
- Medicaid
- EOB analysis
- Claim denials management
- Medical billing
- Insurance verification
Additional Information
Results oriented medical professional with more than 15 years of experience with auditing customer/client accounts to ensure proper documentation.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
ED Registrar
Valleywise Health
08.2023 - Current
Emergency Room Registrar
MAYO CLINIC
01.2023 - 08.2023
Trauma ED Registrar
Banner Health
07.2022 - 10.2022
Placement Liaison with the Resource Team
Banner Health
01.2022 - 10.2022
Patient Account Auditing Coordinator
Banner Health
01.2018 - 01.2022
SR. Customer Service Associate
Home Depot (Corporate)
11.2015 - 01.2017
Auto Collections Specialist
Flagship Credit Acceptance
09.2014 - 04.2015
Negotiations Specialist
Freedom Financial Network
07.2013 - 01.2014
Resolution Analyst
Cavalry Portfolio Services
07.2012 - 06.2013
Sr. Medical Account Manager
iQor Holdings, Inc
09.2008 - 01.2012
High School Diploma -
Southern Illinois University, Carbondale