HALLIE ROWAN
Phoenix,USA
Summary
Experienced in healthcare administration with a strong foundation in patient care coordination and insurance verification, adept at navigating EMR systems and ensuring compliance with HIPAA regulations. Skilled in medical coding, billing, and records management, bringing a detail-oriented approach to managing patient accounts. Eager to contribute to a Healthcare role by improving operational efficiency and patient satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Intake Specialist
Destiny Springs Healthcare
Surprise, AZ
07.2025 - Current
- Greet clients, answer calls, provide program info, and address initial concerns empathetically.
- Collect personal, clinical (history), and insurance details, verifying coverage and eligibility for services.
- Handle incoming referrals, assess client appropriateness for services, and coordinate with referring providers.
- Enter and manage client data in electronic health records (EHR) or databases, ensuring accuracy.
- Collaborate with clinical staff (therapists, supervisors) for case assignment and ensure smooth transitions.
- Assist with billing, maintain records, handle data entry, and sometimes cover receptionist duties.
Compliance Team Lead
Optum Health
Phoenix, AZ
12.2024 - 05.2025
- Verified insurance coverage and obtained necessary authorizations for procedures or treatments.
- Maintained confidentiality at all times when handling sensitive patient information.
- Prioritized tasks effectively based on urgency, importance, and deadlines.
- Complied with HIPAA regulations regarding confidentiality of medical records.
- Provided recommendations on improving internal auditing performance through process optimization initiatives.
- Leveraged knowledge of healthcare regulations and compliance requirements to ensure adherence.
- Created reports for senior management regarding compliance activities, audit results, and other key performance indicators.
Emergency Department Registrar
Valleywise Health
Phoenix, AZ
08.2023 - 11.2024
- Arrived and registered patients in a Level 1 Trauma Center setting.
- Collections (copays, deductibles, co-insurance)
- Demonstrated ability to multitask in high-pressure situations and prioritize effectively.
- Processed insurance paperwork for billing purposes accurately and efficiently.
- Demonstrated proficiency in navigating various computer systems used in the emergency department.
- Exhibited strong communication skills when interacting with patients, families, physicians, and other healthcare professionals.
- Maintained strict confidentiality of all patient information as per HIPAA regulations.
- Transmitted correspondence and medical records by mail, e-mail and fax.
Emergency Room Registrar
MAYO CLINIC
Phoenix, AZ
01.2023 - 08.2023
- Verified patient insurance information and collected copays, if necessary.
- Communicated with patients with compassion while keeping medical information private.
- 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.
- Processed payments from patients utilizing cash registers accurately and securely.
- Transmitted correspondence and medical records by mail, e-mail and fax.
- Maintained medical records, technical library, and correspondence files.
Ed Registrar
Banner Health
Glendale, AZ
07.2022 - 10.2022
- Handled confidential information regarding patient care in a professional manner according to HIPAA regulations.
- Ensured that all patient information is correctly entered into computer system for billing purposes.
- Performed clerical duties such as filing, faxing, copying documents and answering phones.
- Completed documents, case histories, and forms, such as intake and insurance forms.
- Verified insurance to obtain pre-certification or authorization.
- Obtained incoming records, documenting receipt to prepare for scanning into electronic health record.
- Identified and provided referrals and payment options to patients needing financial assistance.
Staffing Coordinator
Banner Health
Phoenix, AZ
01.2022 - 10.2022
- Interacted with employees to cover daily staffing requirements.
- Earned staff confidence by protecting and maintaining confidentiality of personnel data.
- Analyzed data on current staff levels and forecasted future staffing needs based on business objectives.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Coordinated with internal personnel and external agencies to address continual demand for patient placement and/or staffing requirements and maintained a list of anticipated needs and projected resources.
- Troubleshot minor problems and reported larger technical issues.
Risk Management Specialist
Banner Health
Phoenix, AZ
01.2018 - 01.2022
- Documented all audit activities including findings, recommendations, corrective actions taken.
- Reviewed provider contracts for compliance with state and federal regulations.
- Utilized data analysis software such as Excel to generate reports on audit findings.
- Evaluated patient records for accuracy and compliance with Medicare regulations.
- Reviewed claims from multiple payers for accuracy in order to maximize reimbursements while minimizing losses due to incorrect coding or other issues.
- Consulted with clinical staff members on proper documentation techniques that meet regulatory requirements.
- Presented results of audits at both internal team meetings and external conferences.
- Developed training materials for staff on best practices related to risk management.
SR. Customer Service Associate
Home Depot (Corporate)
Tempe, AZ
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.
AUTO COLLECTIONS SPECIALIST
Flagship Credit Acceptance
Phoenix, AZ
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, AZ
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, AZ
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, MA
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
IL07.2000
Skills
- Documentation review
- Management
- Credit analysis
- Insurance verification
- Word processing
- Customer service
- HIPAA
- Banking
- Warehouse experience
- Computer operation
- Medical software navigation
- Customer support experience within e-commerce industry
- Auditing
- Claims processing
- Typing
- CPT coding
- Home health
- VLOOKUP function
- Customer support
- Appointment scheduling
- Healthcare management
- Order entry
- Inside sales
- Conflict management
- Clerical experience
- EHR systems
- Medical office experience
- Customer relationship management
- Content management systems
- Inpatient
- Maintaining patient confidentiality
- Insurance Verification
- Hospital
- Ethical practice
- Productivity software
- Account analysis
- Medical records
- Microsoft Excel
- Integrity
- Medical Coding
- Patient care
- Adobe Acrobat
- Computer skills
- Copywriting
- ICD-9
- Medical receptionist
- Epic
- HCPCS
- Patient safety
- Leadership
- Data collection
- Office experience
- EOB analysis
- Microsoft Outlook
- Experience with individuals with neurodevelopmental disorders
- Dental terminology
- Hospice
- Medical billing
- Medical terminology
- Windows
- EMR systems
- Call center
- Patient service
- Time management
- Phone etiquette
- Outpatient
- Patient interaction
- PTSD Care
- Front desk
- Acute care
- Medicare expertise
- Microsoft Office
- CRM software
- Cross-functional communication
- Trauma management
- Medical scheduling
- Medicare
- Multi-line phone systems
- Analysis skills
- Customer issue escalation
- Claim appeals handling
- Kronos
- Financial services
- Client services
- Scheduling coordination
- Data entry
- Microsoft Word
- Front Office
- Grammar Experience
- ICD-10
- Healthcare compliance
- Information management
- Records security practices
- Medicaid
- Lapsed case follow up
- HIPAA compliance
- Excel data analysis
- Upselling
- Hotel experience
- Supervising experience
- Spanish
- Claim denials management
- Self-direction
- Computer literacy
- Automobile transportation
- Administrative experience
- Google Workspace
- Microsoft Powerpoint
- Organizational skills
- Processing cash transactions
- Senior care
- Document management
- Task prioritization
- 10 key typing
- EHR management
- billing support
- data entry accuracy
- healthcare compliance
- task prioritization
- patient coordination
- confidentiality maintenance
- effective communication
- record keeping
- Cross-cultural sensitivity
- problem solving
- Records maintenance
- Empathic communication
- Intake assessment
- Conflict mediation
- Eligibility review
- Client intake
- Critical thinking skills
Certification
- BLS Certification
- CPR Certification
- First Aid Certification
- Driver's License
Languages
English
Personal Information
Willing To Relocate: Anywhere
Timeline
Intake Specialist
Destiny Springs Healthcare
07.2025 - Current
Compliance Team Lead
Optum Health
12.2024 - 05.2025
Emergency Department Registrar
Valleywise Health
08.2023 - 11.2024
Emergency Room Registrar
MAYO CLINIC
01.2023 - 08.2023
Ed Registrar
Banner Health
07.2022 - 10.2022
Staffing Coordinator
Banner Health
01.2022 - 10.2022
Risk Management Specialist
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