Epic EHR
JENNIFER CARROLL
Medical Scheduling
Hudson,IN
Summary
Dedicated healthcare professional with extensive experience in hospital billing, scheduling, and registration. Passionate about delivering exceptional patient care and ensuring a positive customer experience. Highly detail-oriented with valuable skill sets and a quick learner of computer systems. Possesses in-depth knowledge of insurances, provider contracts, and estimates. Highly organized scheduler with over 20 years of experience in project implementation, facilitation, and completion. Known for increasing productivity and improving workflows through effective communication and leadership skills. Excellent problem solver dedicated to efficient data collection and cost-effective budgeting.
Overview
20
20
years of professional experience
Work History
CENTRAL ACCESS LEAD SCHEDULER
CAMERON MEMORIAL COMMUNITY HOSPITAL
10.2013 - Current
- Facilitate and coordinate any continuing education, implementation of policies and quality improvement
- Work collaboratively with other supervisors/directors and call center scheduling staff for an efficient and accurate scheduling process
- Provide support and leadership to promote excellent customer experience
- Proficient scheduling and registration for all hospital procedures, accurately collecting insurance information and maintaining education on new insurance contracts and policies
- Communicate with team and other departments for scheduling changes and editing schedule templates as needed
- Actively participate in Rapid Improvement Events to map out workflows and identify areas of improvements, and implement identified improvements
- Helped develop current self-pay policies
- Create and provide detailed estimates in a timely manner to customers, including benefits and all associated costs by communicating with other providers (i.e., FW Radiology) for their costs
- Worked to create new processes for Surprise Billing Legislation
- Also helped develop estimate forms for OON and Good-faith estimates in compliance with Indiana Hospital Association guidelines
- Working with patients to establish Claim Aid assistance (for uninsured and underinsured) and payment options
- Collaborate with Cameron Foundation for Free Mammogram grant program, meeting community needs and awareness
- Review and update all job functions as needed to maintain accurate patient electronic health records
- Check medical necessity on procedures and provide ABN's or waiver's as necessary
- Obtain orders for procedures and check them for accuracy of information-signatures, diagnoses, etc
- Obtain work comp and prior authorizations for all procedures as needed, being back-up to prior authorization staff
- Demonstrate and participate in 'service recovery
Patient Registrar
Redi-Med Lutheran
10.2010 - 10.2013
- Supported hospital revenue goals by accurately collecting co-payments and deductible amounts at the time of service.
- Trained new Patient Registrars on best practices, fostering consistency in work quality across the team members.
- Acted as a liaison between patients and healthcare providers, resolving any concerns related to scheduling, insurance, or other administrative matters.
- Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
- Enhanced interdepartmental collaboration by effectively communicating pertinent patient information with clinical staff as needed.
• Greet patients/customers and collect patient information.
• Register patients and enter financial information in a timely, efficient manner.
• Answer phones and prepare documents for provider charting and scan information in charts.
• Excelled at meeting individual customer needs with respect and privacy.
• Obtained and maintained ACLS certification and all educational requirements.
• Post ICD10 and CPT codes to accounts with charges, collect copays, process invoices, balance cash drawers and prepare bank deposits.
ACCOUNT COORDINATOR CENTRAL PROCESSING OFFICE
Goshen Hospital
07.2008 - 05.2010
- Process patients unpaid accounts by contacting patients and third party reimbursors for payment collection.
- Updated internal databases with account information to maintain concise, clear records.
- Coordinate with patient access staff and clinic personnel to maximize reimbursements.
- Participate in a cost share program
• Provided excellent customer service by maintaining confidentiality and detailed oriented outcomes.
• Responsible for processing all patient and insurance payments, posting to accounts. Issue refunds where appropriate.
• Review and resubmit insurance claims and follow-up as necessary to obtain reimbursement for rendered services.
• Review all computer-generated claims including print/mail HCFA claim forms. Process all mail correspondence, copy checks and prepare deposits for the CPO office.
• Skilled with processing collections and working with collection agencies to maintain records.
• Set and met all performance improvement initiatives, including AR days and lowering/negotiating vendor costs.
• Completing all educational requirements, including billing and coding basics, customer service excellence program and patient safety leadership.
Patient Access Representative
Dupont Hospital/Lutheran Health
03.2005 - 05.2008
- Processing medical insurance information, verifying insurance benefits, obtaining pre-authorizations/certifications, assess need/eligibility for financial assistance, collect applicable copays, operate cash drawer and bed tracking/coordination for hospital admissions.
- Assist surgical registrar with filing and applying for bank loans and payments.
- Working as registrar in ER and outpatient hospital areas, maintaining a fast-paced, accurate process.
- Meet and maintain upfront collection goals.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Fostered culture of continuous improvement, suggesting process enhancements that were implemented clinic-wide.
- Contributed to revenue cycle improvements by identifying and rectifying billing discrepancies.
- Optimized resource allocation by effectively managing patient flow and scheduling.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Boosted team morale and productivity by sharing knowledge and best practices in patient access processes.
- Ensured seamless operation of front office, efficiently handling multiple administrative tasks simultaneously.
Education
EARLY CHILDHOOD EDUCATION -
IPFW
Fort Wayne, INDIPLOMA -
DEKALB HIGH SCHOOL
WaterlooSkills
Dependability-regular, reliable attendance and timely completion of tasks
Industry-Specific Knowledge
Conflict Resolution Strategies
Time management mastery
Maintaining confidential and accurate medical records
Good communication skills-verbal and written Excellent telephone etiquette
Collaborate with other departments for a timely flow of services from orders to insurance reimbursement-revenue cycle
Excelled at resolving customer concerns with the goal of exceeding expectations
Team building skills and creating an environment of cooperation
Review and auditing accounts as needed
Knowledgeable in medical terminology and procedure preps
Multi-tasking in a fast-paced environment
Typing, excellent data entry, email and computer knowledge
Collect and process payments-patients and insurance
Eliminating unnecessary/duplicative work duties-mindful of time and cost efficiency
References
References available upon request.
Software
PACS
Timeline
CENTRAL ACCESS LEAD SCHEDULER
CAMERON MEMORIAL COMMUNITY HOSPITAL
10.2013 - Current
Patient Registrar
Redi-Med Lutheran
10.2010 - 10.2013
ACCOUNT COORDINATOR CENTRAL PROCESSING OFFICE
Goshen Hospital
07.2008 - 05.2010
Patient Access Representative
Dupont Hospital/Lutheran Health
03.2005 - 05.2008
EARLY CHILDHOOD EDUCATION -
IPFW
DIPLOMA -
DEKALB HIGH SCHOOL
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