Ian Surface

As a Financial Advocate, I work closely with patients to help them navigate the financial side of healthcare. My role involves providing clear guidance on billing, insurance coverage, and payment options while connecting patients with financial assistance programs and resources. I strive to reduce financial stress for patients, ensuring the patient can focus on their health while receiving the care they need. responsibilities include:

• Serve as a trusted resource for patients, guiding them through financial challenges related to healthcare costs and ensuring they understand their bills, insurance, and available assistance programs.
• Evaluate patient eligibility for financial aid and other resources, helping them access options like payment plans or charity care to reduce out-of-pocket expenses.
• Collaborate with patients, clinical teams, and billing departments to resolve financial and insurance issues efficiently, providing clear and empathetic communication throughout the process.
• Review and verify insurance coverage, authorizations, and payment responsibilities to ensure a seamless billing experience for patients.
• Support patients by identifying solutions to reduce or eliminate medical debt, preparing appeals, and advocating on their behalf with insurance companies or financial programs.
• Stay informed about changing healthcare regulations, insurance policies, and internal processes to deliver accurate and reliable financial guidance.
• Handle sensitive conversations with professionalism and care, helping patients navigate stressful financial situations while maintaining a focus on their well-being.
• Continuously seeking ways to improve workflows and enhance the patient experience, contributing to a more efficient and patient-centered financial support system.

Key Achievement: Being known for building trust and reducing financial stress for patients by providing compassionate guidance and practical solutions to their healthcare expenses.

As a Floating Patient Services Representative, I supported multiple departments, adapting quickly to the unique needs of each clinic. I ensured smooth operations by delivering excellent patient care, maintaining accurate records, and assisting medical teams in fast-paced environments. My responsibilities included:

• Greeting patients and visitors and responds to routine requests for information. Answered telephone called, screened calls, and took messages.

• Registering patients; obtained demographic and insurance information; verified insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates to demographic and insurance information.

• Scheduling patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.

• Updating insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate.

• Ensuring insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payer requirements.

• Identifying, reporting, and resolving problems regarding registration to appropriate individuals and departments.

• Monitoring patient flow to ensure they are cared for in the most efficient and courteous manner. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.

• Performed visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.

• File, retrieve, and/or deliver patient information and/or records, and completes required forms/documentation.

• Traveling to and learning each individual clinic's and hospital's scheduling requirements, protocols, and specialties in the Ozaukee county area.

Key Achievement: Recognized for consistently achieving high patient satisfaction scores through professional demeanor, kindness, and effective problem-solving skills.

In my role as a Patient Services Representative in the general surgery department, I provided front-line support to ensure a seamless experience for both patients and the surgical team. Responsibilities included:

• Welcoming patients and visitors, answering questions about appointments and procedures, and addressing concerns with professionalism and empathy.
• Handling all aspects of patient registration, including collecting demographic and insurance information, verifying coverage, and processing co-pays and balances.
• Scheduling and managing surgical consultations, pre-operative appointments, and follow-up visits while coordinating with surgeons to optimize scheduling efficiency.
• Providing patients with detailed pre-surgical instructions, including preparation guidelines, arrival times, and what to expect during their visit

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• Maintaining accurate and up-to-date patient records, ensuring insurance authorizations were in place for surgical procedures, and addressing any discrepancies.
• Monitoring patient flow in the clinic, ensuring patients were seen promptly while resolving any scheduling conflicts or delays.
• Assisting patients post-visit by scheduling follow-ups, coordinating referrals to other specialists, and ensuring they left with a clear understanding of their next steps.
• Collaborating with the surgical team and administrative staff to support smooth day-to-day operations in a fast-paced environment.

Key Achievement: Built strong relationships with patients by delivering clear and compassionate communication, helping them feel confident and prepared for their surgical care.