Jeannine Burns

• Conducted comprehensive training sessions for incoming staff in Northwest Region, focusing on Diagnostic Imaging scheduling
• Educated team about QA protocols and adherence significance.
• Implemented training programs to enhance efficiency in cross-regional test scheduling.
• Delivered proper Northwestern Medicine protocol training
• Evaluated appointment schedules for insurance and protocol accuracy
• Improved employee performance by designing and implementing effective training programs.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.

Responsibilities (Cross Regional)

• Implement Patients First philosophy while maintaining high customer service standards
• Maintain patient confidentiality per HIPAA regulations.
• Enhance patient experience by consistently offering exemplary customer assistance
• Surpassing consumer demands consistently.
• Collect patient demographic data following organization protocols
• Coordinate with multiple hospital departments and physician offices for scheduling
• Reaches out to patients to schedule an appointment as defined.
• Informs patients of any issues with securing the financial account for their encounter.
• Manage work schedule efficiently, completing tasks and assignments on time.
• Completes other duties assigned by manager.
• Participate in Quality Assurance reviews to ensure integrity of patient data information.
• Use effective service recovery skills to solve problems or service breakdowns when they occur.
• Utilize department and hospital policies and procedures to complete assigned tasks.

Communication and Collaboration:

• Address physician referral requests along with insurance-related queries accurately
• Create a constructive environment for inter-departmental interactions
• Communicate customer satisfaction issues to appropriate individuals.
• Demonstrate teamwork by helping co-workers within and across departments.
• Communicate effectively with others, respecting diverse opinions and styles, and acknowledging the assistance and contributions of others.
• Interact with internal customers to provide excellent support service to staff in departments which provide direct patient care.
• Accommodate all levels of communication ability.

Technology:

• Utilize multiple online order retrieval systems to verify or print the patients order.
• Verify insurance eligibility and benefit levels through the use of online tools.
• Complete accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic.
• Demonstrate ability to use all computer applications efficiently and to the capacity needed in this position.
• Send quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.

Efficiency, Process Improvement, and Business Growth:

• Proactive in preventing issues with patient visit by double checking type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information, verifying documenting order retrieval in notes for check-in person, ensures there are no duplicate patient records.
• Update registration system with essential data.
• Understand departmental and individual quality metrics.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Evaluate procedures and suggest improvements to enhance customer service and operational efficiency.
• Participate in departmental quality improvement activities.
• Provide ideas and suggestions for process improvements within the department.
• Monitor registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Use organizational and unit/department resources efficiently.
• Act as a training resource for new staff, and a resource for coworkers, sharing process and workflow information.
• Evolve and learn as healthcare policies change.

Responsibilities:

• Implement Patients First philosophy while maintaining high customer service standards
• Escalate extraordinary issues to relevant supervisors as required
• Maintain patient confidentiality per HIPAA regulations.
• Enhance patient experience by consistently offering exemplary customer assistance
• Surpassing consumer demands consistently.
• Collect patient demographic data following organization protocols
• Coordinate with multiple hospital departments and physician offices for scheduling
• Reaches out to patients to schedule an appointment as defined.
• Informs patients of any issues with securing the financial account for their encounter.
• Manage work schedule efficiently, completing tasks and assignments on time.
• Completes other duties assigned by manager.
• Participate in Quality Assurance reviews to ensure integrity of patient data information.
• Use effective service recovery skills to solve problems or service breakdowns when they occur.
• Utilize department and hospital policies and procedures to complete assigned tasks.

Communication and Collaboration:

• Address physician referral requests along with insurance-related queries accurately
• Create a constructive environment for inter-departmental interactions
• Communicate customer satisfaction issues to appropriate individuals.
• Demonstrate teamwork by helping co-workers within and across departments.
• Communicate effectively with others, respecting diverse opinions and styles, and acknowledging the assistance and contributions of others.
• Interact with internal customers to provide excellent support service to staff in departments which provide direct patient care.
• Accommodate all levels of communication ability.

Technology:

• Utilize multiple online order retrieval systems to verify or print the patients order.
• Verify insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.)
• Complete accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic.
• Demonstrate ability to use all computer applications efficiently and to the capacity needed in this position.
• Run real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable.
• Send quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.

Efficiency, Process Improvement, and Business Growth:

• Proactive in preventing issues with patient visit by double checking type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information, verifying documenting order retrieval in notes for check-in person, ensures there are no duplicate patient records.
• Update registration system with essential data.
• Understand departmental and individual quality metrics.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Evaluate procedures and suggest improvements to enhance customer service and operational efficiency.
• Participate in departmental quality improvement activities.
• Provide ideas and suggestions for process improvements within the department.
• Monitor registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Use organizational and unit/department resources efficiently.
• Act as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
• Understand that schedule may change to reflect shifting business needs.
• Evolve and learn as healthcare policies change

• Prepping and scanning of medical records
• Indexing medical records
• Job shadowing in multiple departments

• Managed shipping and receiving department
• Prepared all shipping documentation and scheduling of trucks
• Billing
• AR/AP
• Payroll
• Human Resources
• Customer Service
• Purchasing