Jacqueline Faison
Abingdon,MD
Summary
Dynamic career reflecting pioneering customer service experience. Quality performance in the corporate and professional setting. Exceptional team leader and mentor with the ability to build team cohesion and inspire individuals to strive towards even higher levels of achievements. Strengths include: Over 15 years of supervisory experience 25+ years of customer service skills 25+ years in healthcare insurance industry Excellent administrative analytical and organization skills Strategic planning and execution Polished verbal, written and telephone communication skills. Strong knowledge of claims coding claims processing and reimbursement methodologies. Ability to multitask. Strong initiative and problem-solving abilities Dependable accounting professional acknowledged for reliability, integrity and quick-learning ability. Dedicated with strong work ethic and resourceful nature.
Overview
17
17
years of professional experience
Work History
Fiscal Assistant
Maryland Department of Health
08.2023 - Current
- Oversee cash/credit receipts processes, cash/credit verification and deposit reconciliation processes
- Facilitate expense reports process
- Provider excellent customer service for external and internal customers
- Manage supply ordering and inventory
- Pay monthly bill via Credit Care
- Create Pay Block document for director monthly bills and submit them to Accounts Payable
- Assistant director with creating contract request in eMMA
- Develop, update and implement invoice tracking spreadsheets
- Ensure timely online revenue distribution to its appropriate revenue code
- Log and maintain R* reports
- Assist director with annual and quarterly budget projections
- Served as a back for Direct of Operations
- Implemented tracking for constituent returned checks
- Maintain and organize the Fiscal Room
- Assistant director with maintaining and updates departmental policies and procedures
- Answered constituent questions resolved problems and maintain customer service satisfaction by providing problem-solving resources.
- Assisted in preparing accurate monthly financial reports, contributing to informed decisionmaking.
- Enhanced financial accuracy by reviewing and verifying invoice data, reducing errors in the fiscal department.
- Streamlined the accounts payable process for increased efficiency and timely payments to vendors.
- Maintained organized financial records, ensuring easy access and retrieval for audits and reviews.
- Collaborated with team members on budget development, supporting fiscal responsibility across departments.
- Conducted regular reconciliations of accounts, identifying discrepancies and resolving issues promptly.
- Contributed to annual audit preparation, gathering documentation and providing vital assistance to auditors.
- Increased accuracy in financial data entry by consistently double-checking inputted information against source documents.
- Provided excellent customer service to both internal and external stakeholders regarding finance-related inquiries or concerns.
- Developed custom spreadsheets that improved tracking of expenses and enabled more efficient reporting.
- Facilitated communication between finance team members during high-pressure deadlines, fostering collaboration towards a common goal.
- Worked closely with procurement staff to obtain necessary approvals and documentation for vendor payments, ensuring timely remittance.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
Team Lead-Cash Application Credits
LifeBridge Health Practice Dynamics Inc.
06.2021 - 08.2023
- Research payment credits on accounts to determine status and takes appropriate action for refunds and/or adjustments
- Maintains current knowledge of Managed Care and other third-party insurance/health plans coverage, billing procedures, coding, and policies
- Contacts payers or patients to obtain appropriate information for refunds
- Completes required forms to process refunds
- Reconciles all payments, adjustments, and refund batches daily reports
- Document quality assurance activities and create audit reports
- Resolves any out-of-balance batches before closing
- Complete weekly conversion reports real time refunds
- Reviews daily posting of open credits
- Continuous staff training
- Weekly team meeting to share pertinent information
- Ensure proper resolutions of billing payment, adjustments for refunds, revalidate underwriter's forms and write-offs.
- Directed and supervised team of six engaged in Performance Improvement and professional development.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
Team Lead-Accounts Receivable Division
MedStar Health
03.2020 - 06.2021
- Researches and analyzes complex and escalated accounts to identify and complete appropriate steps needed for resolution including, but not limited to, the research and resolution for Government Insurances, Non-Government and Commercial
- Coordination of Benefit conflicts, Recovery Audits, and Verification
- Recognizes, documents, and communicates account and payer trends
- Maintain up to date billing systems
- Generated and sent out invoices, Follow-up, collect and allocate payment
- Perform acct
- Reconciliations, Review AR aging to ensure compliance
- Process adjusts
- Assist with month end closing
- Research and resolve payment discrepancies
- Monitor accounts detail for non-payment and delayed payments
- Performs audits and analyses, preparing and presenting findings and recommendations
- Report account activity according to specific deadlines
- Works in collaboration with all teams, payers, and patients, utilizing resources to resolve multiple primary and secondary billing, collections, and customer service issues.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes.
- Worked different stations to provide optimal coverage and meet production goals.
Revenue Cycle Supervisor
Johns Hopkins Health System
03.2012 - 03.2020
- Financial Clearance supervisor is responsible of supervising the insurance eligibility and benefits verification processes, understanding the revenue cycle, and supervising and motivating staff
- Understand multiple care contracts, multiple specialty insurance and billing practices, and exercise professional competency in reviewing patient accounts to maximize reimbursement and minimize financial risk
- Performs quantitative and qualitative reviews of health record documentation to ensure all patient care data entered
- The ability to identify, analyze and develop solutions to team/group related problems
- The responsibility of scheduling, organizing work assignments, processes precertification and informing patients of all financial responsibilities billing account balances to discover outstanding debts or other inconsistencies
- Provide management support and coordinate the development, implantation, and review of departmental protocols
- Quality audit assurance weekly for each staff member
- Familiar with Human Resources policies and procedures to conduct performance appraisals and make recommendations on selections, promotions, merit increase and employee discipline
- Quarterly workflow analysis to improve staff production and quality
- Analyzes clinical and administrative processes related to information flow.
- Coached and mentored team members for professional growth, resulting in enhanced job performance and higher employee satisfaction.
- Developed key performance indicators for the team, monitoring progress toward goals and providing actionable feedback to staff members.
- Served as a subject matter expert on reimbursement regulations, maintaining up-to-date knowledge of industry best practices and compliance requirements.
- Established strong relationships with insurance carriers, improving communication channels for efficient claim processing and dispute resolution.
- Provided exceptional customer service by addressing billing questions and concerns in a timely, professional manner.
- Trained, evaluated and challenged team of 27 personnel.
- Conducted audits of registrations, insurance verifications and insurance denials.
- Monitored and guided revenue cycle operations.
Core Service Specialist IV-Team Lead
Johns Hopkins Health System
06.2009 - 01.2012
- Team Lead acts as a resource liaison for the team, supervisor, and manager
- Responsibilities include completing audits on all the staff, develop solutions, and coordinate financial clearance process
- The Understanding of managed care contracts, multiple specialty, and billing practices
- Complete patients account with multi-payer insurance verifications
- Ensure the staff of all pertinent information for their work assignments
- Assign work to team member according to departmental guidelines
- Act as a team leader in the absence of the supervisor for projects, and special assignments
- Maintain relationship with clinic clients.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Mentored junior staff members on best practices regarding service excellence while modeling exemplary behavior at all times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Generated reports detailing findings and recommendations.
Core Specialist III
Johns Hopkins Health System
06.2007 - 01.2009
- Complete insurance verifications to pre-register patients for consultations and ancillary services
- Responsible for completing daily schedules for patient care for several different clinics
- Acts as a liaison for physicians, insurance company and patients
- Ensure the patient financial responsibilities are cleared prior to appointment to receive prompt access for clinical outpatient services
- Makes outbound calls or utilize on-line services for insurances companies such as Medicare, Medical Assistance, Blue Cross/Blue Shield, United American Health, and WPS Tricare for Life
- Document all necessary information to ensure all services are financial cleared
- Track productivity for all completed pre-registration.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
Education
CRCS, I Certified Revenue Cycle Specialist -
The Virginia Chapter of AAHAM
Fairfax, VA03.2021
Business Academy -
Patterson Senior High School
Baltimore, MD05.1994
Bachelor's Healthcare Management- Degree -
University of Maryland University College
College Park, MD05.2020
Skills
- Microsoft Office Word
- Excel
- Access Outlook
- Intranet/Internet
- Data Entry
- 40WPM
- PowerPoint
- Expense Tracking
- Accounts Receivable
- Cash Flow Management
- Purchase Order Management
Advanced Training
- HIPAA
- EPIC
- URAC
- Front Line Supervision
- Corporate Compliance
- Records Retention
- Copying
- Faxing
- Multi-lined phone
- Meditech
- On-Base
- Application Extender
- IDX
- Athena IDX
- EDI Customer Web
- GE
- SAP
- Novitasphere
- Change Healthcare
- Various Insurance Websites
Timeline
Fiscal Assistant
Maryland Department of Health
08.2023 - Current
Team Lead-Cash Application Credits
LifeBridge Health Practice Dynamics Inc.
06.2021 - 08.2023
Team Lead-Accounts Receivable Division
MedStar Health
03.2020 - 06.2021
Revenue Cycle Supervisor
Johns Hopkins Health System
03.2012 - 03.2020
Core Service Specialist IV-Team Lead
Johns Hopkins Health System
06.2009 - 01.2012
Core Specialist III
Johns Hopkins Health System
06.2007 - 01.2009
CRCS, I Certified Revenue Cycle Specialist -
The Virginia Chapter of AAHAM
Business Academy -
Patterson Senior High School
Bachelor's Healthcare Management- Degree -
University of Maryland University College