Heather Duff

• Mentored new hires within ROI team, fostering supportive learning environment that contributed to overall staff retention rates.
• Streamlined onboarding processes by creating efficient orientation materials, reducing time required for new hires to become productive team members.
• Evaluated trainee progress through assessments and feedback, implementing adjustments to optimize individual learning experiences.
• Conducted comprehensive training sessions, covering essential topics and ensuring thorough understanding of concepts.
• Managed high volume of medical record requests from outside providers, attorneys, insurance companies and court orders, effectively prioritizing tasks, while maintaining accuracy and timeliness, and adhering to facility, state, and federal laws.
• Enhanced team productivity by providing targeted training and ongoing support to junior ROI specialists.
• Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
• Utilized electronic medical record systems to store, retrieve and process patient data.

Provided administrative support to medical staff, assisting with various clerical tasks as needed.

• Verifying insurance, preparation of charts, collection of copays, scheduling follow appointments and tests.
• Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
• Obtain prior authorizations for testing and medications through insurance as needed, refilling prescriptions, calling patients with test results.
• Inbound/outbound calls using multi-line phone system, calendar management for multiple physicians and customer service.
• Order supplies for office, including ordering medication samples.
• Created new intake forms for patient in accordance with state and federal laws.
• Enhanced patient satisfaction by consistently providing friendly and efficient service at front desk.

• Request authorization through insurance company using AIM or Evicore to get approval for tests such as nuclear stress test, echocardiogram, stress echocardiogram, cardiac catheterization TEE and CTA.
• Answer phones and direct calls where needed.
• Schedule appointments and testing. Collect copays.
• Use of EMR systems Ethomas and Epic.

Actively lead various initiatives in medical front-office with phone system management, scheduling, calendar management, insurance and payment processing, referrals, data entry, document generation and customer service.

• Helped patients complete necessary medical forms and documentation.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Contributed to positive work environment by collaborating effectively with colleagues and supporting team initiatives.
• Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
• Checked patient insurance, demographic, and health history to keep information current.