Jennifer Roland
Bastrop,TX
Summary
17+ successful years of combined experience in Office/Medical Administration, Bookkeeping, Staff Support. Work Well in a team environment as well as in self-managed projects. Ability to work in a deadline-driven environment, working quickly and accurately at all times.
Overview
22
22
years of professional experience
Work History
Collections Representative/Customer Service Representative
Ascension Medical Group
05.2016 - Current
- Managed collections process, reducing outstanding balances through effective communication strategies.
- Developed and implemented improved follow-up procedures for delinquent accounts, enhancing recovery rates.
- Trained new team members on best practices in collections techniques and compliance regulations.
- Analyzed account data to identify trends and adjust collection strategies accordingly.
- Collaborated with cross-functional teams to resolve complex account disputes, improving customer satisfaction.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
- Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
- Trained new team members on scripts, company services, and collection strategies.
DEPARTMENT ASSISTANT
Seton Healthcare Family- Palliative Care Program
07.2014 - 03.2016
- Responsible for coordinating, monitoring and entering data for the Seton Palliative Care program DSRIP project. Worked closely with the medical director and program manager on process improvements and reporting requirements for project valued at 8 million dollars.
- Coordinated patient care across the Seton Network. Ensured patients were receiving appropriate care at the appropriate clinic, while acting as liaison between sites.
- Monitored and worked Athena buckets for the Palliative Care program and GI program as needed. Included obtaining auths, working claims, verifying insurance and correcting demographics as needed.
- Worked closely with program manager to implement a system to monitor and reconcile expenses on a monthly basis.
- Prepared weekly team meeting agenda’s, meeting minutes and coordinated guest speakers for educational meetings.
- Responsible for CME/CNE facilitation for ethics case conferences and Palliative Care education sessions.
- Coordinated two office moves for the program.
SR CUSTOMER SERVICE REPRESENTATIVE
Blackstock Family Health Center
12.2011 - 07.2014
- Maintain and process referrals
- Responsible for verifying customer benefits and coverage
- Call patients to schedule appointments and procedures
- Counsel patients on insurance plans
- Responsible for managing daily deposits to ensure accuracy
- Process proper documentation to obtain authorization approvals
- Verify ICD-9 codes and CPT codes for procedures
- Run weekly/monthly reports to track clinic data
FRONT DESK ADMINISTRATIVE ASSISTANT AND ACCOUNTS RECEIVABLE SPECIALIST
Victory Medical and Family Care
07.2009 - 12.2011
- Manage and oversee daily operations of a fast-paced office staff consisting of family physicians, a chiropractor, physical therapists, an allergist and a weight loss specialist
- Answer multi-line phones, take messages, transfer calls and schedule patient appointments and MRIs
- Check patients in and out, gather information and set up new accounts; verify insurance and referrals
- Process cash payments, invoices and billing statements; post payments and past due payments to patient accounts; close out transactions every evening
- Perform CPT and ICD-9-CM coding, code and post CPT procedures and diagnostic codes
- Present and maintain a positive image while resolving client/patient concerns, using tact and good judgment
- Created invoices and entered charges for Weight Loss Clinic
- Prepared certified letters for patients with returned checks and sent the demographics to Travis County
- Handled and directed outstanding accounts to the Collection Agency
FRONT DESK ADMINISTRATIVE MEDICAL ASSISTANT
Capital Otolaryngology, Head and Neck Surgeons P.A
09.2003 - 12.2005
- Answer multi-line phone system and welcome new and existing patients into the office
- Keep organization for front desk in fast-paced environment
- Check patients in and out, schedule appointments for new and existing patients
- Collect co-pay and patient balances
- Verify health insurance for over 1,000 patients and post payments in clinic database
- Maintain and input patient referrals in clinic database
- Retrieve authorizations from insurance companies for cat scan procedures
- Assist receptionists with friendly reminder calls for appointments to patients
- Staff mentor and trainer to newly hired staff
- Assist other departments as needed
Education
High School Diploma -
Del Valle High School
Del Valle, TX05-2003
Skills
- Proficient in Microsoft Office
- Proficient in Excel for over a decade
- PowerPoint proficiency
- Skilled in Outlook functionalities
- Skilled in QuickBooks software
- Experienced in PCN applications
- Proficient in healthcare discussions
- Skilled in document management and numeric data entry
- Proficient in EMDs
- Experience in centricity practices
Timeline
Collections Representative/Customer Service Representative
Ascension Medical Group
05.2016 - Current
DEPARTMENT ASSISTANT
Seton Healthcare Family- Palliative Care Program
07.2014 - 03.2016
SR CUSTOMER SERVICE REPRESENTATIVE
Blackstock Family Health Center
12.2011 - 07.2014
FRONT DESK ADMINISTRATIVE ASSISTANT AND ACCOUNTS RECEIVABLE SPECIALIST
Victory Medical and Family Care
07.2009 - 12.2011
FRONT DESK ADMINISTRATIVE MEDICAL ASSISTANT
Capital Otolaryngology, Head and Neck Surgeons P.A
09.2003 - 12.2005
High School Diploma -
Del Valle High School
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