Heather LaHoud

• Reviewed prior authorization requests to ensure accuracy and completeness of required information.
• Verified patient insurance coverage, including eligibility, benefits and authorizations for medical services.
• Provided guidance to providers regarding the prior authorization process.
• Coordinated with other departments to obtain additional information needed for prior authorization.
• Responded promptly to inquiries from providers, patients and payers regarding status of prior authorization requests.

• Verify patient information in system by documenting key data, confirming eligibility and verifying insurance benefits.
• Answer in-coming calls from patients or internal team members to assist with patient care when the need arises.
• Accurately input patient and insurance information into company's computer system using Epic.
• Greet visitors and initiate triage process for clients to streamline patient flow.
• Adapts to changes in the work environment and re-prioritizes work, as necessary.
• Fosters respect for patient privacy by maintaining confidentiality in all phases of work.

• Used Epic to collect patient demographic and insurance information while maintaining accuracy.
• Self-motivated and multi-tasked in effective manner that included organizing and prioritizing work in timely manner.
• Mentored and train new and current staff in department as identified by management.
• Offered resources to patients and explained financial assistance programs options available.
• Used resources, tools and procedures to complete registrations for complex account(s).

• Accurately registered new patients and scheduled appointments.
• Professionally greeted patients and provide them with any necessary paperwork or information.
• Processed medical records requests, assuring release only to appropriate parties proper authorization.
• Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
• Successfully assisted patients with scheduling, re-scheduling appointments and other scheduling issues.
• Communicated special requests to patients when directed by providers or nursing professionals.
• Recognized client issues prior to escalation and offer empathetic support and work to solve their problems effectively.

• Demonstrated commitment to all employees by treating them with respect, dignity and cooperation.
• Accordingly prioritized routine tasks, projects and sudden request to meet needs and standard of performance.
• Ran reports using company owned software to configure appropriate data.
• Delivered friendly assistance throughout new hires interviewing, on-boarding process of 15-30 new hires monthly.
• Managed employee uniform site, orders and other unique requests.

• Provided ample support to team members, providing creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
• Welcomed all visitors, in person or over phone, and collected detailed personal, medical, and insurance information.
• Accurately registered patients in Electronic Health System and updated existing patient demographics.
• Adapted to work environment, change of work flow and needs of patients.
• Expressed compassionate guidance and support to visitors as needed.
• Coordinated patient scheduling, check-in, check-out and payments for billing.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Provided clerical support to 20 company employees by copying, faxing and filing documents.
• Directed incoming calls and mail to internal personnel and departments, routing to best-qualified department.
• Restocked supplies and submitted purchase orders to maintain stock levels.
• Updated employee training records and curriculum materials database routinely, ensuring accuracy and availability of all required documentation.

· Assisted in supporting residents in leading stable and healthy lives.

· Maintained professional boundaries, including exercising objectivity and confidentiality, while building trusting relationships with residents and staff.

· Communicated and work effectively with staff and residents from a variety of economic, cultural and ethnic backgrounds, with varying physical and mental abilities, and with different sexual orientations.

· Exercised good judgment and common sense, based on analysis, evaluation, and risk assessment in determining what to handle without help and when to ask for guidance or help in prioritizing from supervisor.

· Implemented strategies for dealing with challenging behaviors exhibited by some residents while maintaining respect for their rights.