Summary
Overview
Work History
Education
Skills
Timeline
Accomplishments
Work Availability
Work Preference
Quote
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Janet Batten

Jacksonville,FL

Summary

Knowledgeable Front Office Supervisor with solid background in managing front office operations and enhancing patient satisfaction. Proven ability to streamline processes and foster welcoming environment. Demonstrated strong leadership and organizational skills, ensuring seamless daily operations and high team morale. With over 30 years of experience, I am a well-organized healthcare office professional with excellent multitasking abilities.

Overview

36
36
years of professional experience

Work History

Front Office Supervisor

Jacksonville Orthopaedic Institute
08.2018 - Current
  • Manage all front office staff for a busy orthopedic office seeing 200+ patients daily with 6 clinics and one procedure room
  • Evaluate employee performance and implement incentives and team building events to boost morale
  • Create and update work schedules and manage time off to accommodate changing staffing levels and workload expectations without compromising service quality.
  • Serve as a back up to the front office staff, assisting with various tasks when an employee is absent or out of the office
  • Track daily productivity, make changes to improve the overall effectiveness of personnel activities
  • Handle special requests, feedback, and complaints from patients and resolve them to the satisfaction of the patient as well as the practice
  • Act as a liaison between staff, physicians and patients maintaining an open line of communication
  • Implemented new check in process at front desk which eliminated patients being missed, minimized patient lines, reduced wait time, and gave the clinic and front desk direct contact by assigning front desk personnel to specific clinics
  • Promoted positive work environment by fostering teamwork among front office staff members.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
  • Dispersed petty cash to employees and collected and managed receipts.
  • Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances.
  • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
  • Coordinated with other departments to resolve any patient issues promptly, ensuring a seamless patient experience from check-in to check-out.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to practice manager.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.

Financial Counselor / Coder

Jacksonville Orthopaedic Institute
01.2009 - 08.2018
  • Processed patient transactions, such as deposits, payments of cash, check or credit card.
  • Met with patients regarding accounts to discuss payment resolution.
  • Meticulously documented all details regarding contact with patients, providers, and other individuals using Athena.
  • Maintained a friendly and professional demeanor when dealing with patients and physicians.
  • Generated surgery and other high dollar procedure estimates.
  • Changed collection process of surgery deposits by estimating full patient out of pocket responsibility and collecting in full prior to surgery date, decreasing collection activity after claim processing.
  • Acted as a liaison between patients, physicians, and billing office regarding accounts.
  • Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
  • Conducted interviews with patients and family members and answered questions regarding insurance benefits.
  • Managed caseload effectively, ensuring timely follow-up appointments and communication with clients.
  • Safeguarded client confidentiality while maintaining accurate records and documentation of counseling sessions.
  • Expedited project completion timelines with strong time management skills and adherence to deadlines.
  • Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
  • Interacted with physicians and other healthcare staff to ask questions regarding patient services.
  • Verified signatures and checked medical charts for accuracy and completion.
  • Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
  • Followed up with medical staff regarding missing information in patient records.
  • Maintained accuracy, completeness, and security for medical records and health information.
  • Verified accuracy of patient information in medical records.
  • Researched and resolved medical record discrepancies.
  • Communicated effectively with staff, patients, and insurance companies by email and telephone.

Medical Secretary / Front Office Specialist

Dr. Calvin Hudson, Neurosurgeon
05.2001 - 04.2003
  • Made phone calls to patients, other providers, and insurance companies to gather all pertinent information to process claims.
  • Scheduled appointments for office visits, surgeries, and inpatient and outpatient procedures; sent reminders and update master calendar.
  • Determined amount due and collected payments.
  • Managed incoming calls by directing phone inquiries, answering patient questions, recorded accurate message for distribution to office staff.
  • Informed patients of further financial responsibility to facilitate timely payments.
  • Provided clerical and clinical support addressing routine and special requirements.
  • Updated and prepared paper charts for office visits.
  • Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
  • Kept information confidential and followed HIPAA guidelines to maintain patient trust.
  • Supported office staff and operational requirements with administrative tasks.
  • Supported physician in delivering optimal care by utilizing medical terminology knowledge and accurately transcribing medical orders and maintaining up-to-date documentation.
  • Contributed to the reduction of no-shows by sending appointment reminders via phone or email as per patient preferences.
  • Facilitated timely referrals to specialists by obtaining necessary authorizations from insurance companies.
  • Boosted patient retention by providing exceptional customer service and building rapport with each individual.
  • Facilitated smooth workflow for healthcare professionals by efficiently preparing examination rooms.
  • Improved office ambiance and patient comfort by overseeing maintenance of clean and organized patient waiting area.
  • Facilitated communication between patients and healthcare providers, ensuring questions and concerns were promptly addressed.
  • Enhanced patient satisfaction by providing empathetic and clear communication regarding procedures and policies.
  • Obtained payments from patients and scanned identification and insurance cards.

Special Biller

Jacksonville Faculty Practice Association / UF Health
01.1989 - 01.1992
  • Obtained Certified Professional Coder (CPC) certificate
  • Answered calls from insurance companies and patients regarding claim processing
  • Verified CPT and ICD9 codes were correct, entered charges and filed claims in a timely manner
  • Followed up with insurance companies regarding payments and claim processing
  • Obtained demographic and insurance information from patients
  • In direct contact with physicians regarding charges and payments
  • Checked insurance eligibility by making appropriate phone calls and conducting research on services rendered.
  • Kept all patient information secure and confidential.
  • Executed billing tasks and recorded information in company databases.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Provided exceptional customer service in handling billing inquiries, resolving disputes promptly and professionally.
  • Ensured compliance with relevant regulations and industry standards throughout all aspects of the billing process.
  • Increased revenue through timely processing of invoices and thorough follow-up on outstanding payments.
  • Worked with multiple departments to check proper billing information.

Education

GED -

FSCJ North Campus
Jacksonville, FL
01.1992

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Victory Christian Academy
Jacksonville, FL

Skills

  • Data entry documentation
  • Process improvements
  • Knowledge of HIPAA and OSHA
  • Organization and efficiency
  • Patient Scheduling
  • Conflict resolution
  • Insurance eligibility verification
  • Medical terminology
  • Billing and coding
  • Creative problem solving
  • Microsoft Outlook
  • Verbal and written communication
  • Cash deposit preparation
  • 10-key proficiency
  • EMR Systems
  • Shift scheduling
  • Multitasking proficiency
  • Front desk operations
  • Staff training and development
  • Employee management
  • Decision-making capacity
  • Exceptional customer support
  • Listening skills
  • Effective multitasking
  • Relationship building
  • Strong leadership
  • Performance improvement

Timeline

Front Office Supervisor

Jacksonville Orthopaedic Institute
08.2018 - Current

Financial Counselor / Coder

Jacksonville Orthopaedic Institute
01.2009 - 08.2018

Medical Secretary / Front Office Specialist

Dr. Calvin Hudson, Neurosurgeon
05.2001 - 04.2003

Special Biller

Jacksonville Faculty Practice Association / UF Health
01.1989 - 01.1992

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Victory Christian Academy

GED -

FSCJ North Campus

Accomplishments

  • Supervised team of 14 staff members.
  • Achieved increased collections through effectively determining patient financial responsibility and collecting up front.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemote

Important To Me

Career advancementWork-life balanceFlexible work hoursPersonal development programsHealthcare benefitsPaid time off401k matchStock Options / Equity / Profit Sharing

Quote

Quality is not an act, it is a habit.
Aristotle

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