Jennifer J. Land
Parker,CO
Summary
Dedicated professional with a proven track record of exceeding service expectations in high-volume environments. Expertise in initial contact resolution, creative problem-solving, and multitasking, complemented by a strong understanding of human behavior. Recognized for delivering exceptional care & service while adhering to operational expectations. Outstanding administrative skills that are useful for multiple business models.
Overview
29
29
years of professional experience
Work History
Outpatient Patient Coordinator
UHS Highlands Behavioral Health System
Centennial, CO
01.2024 - Current
- Verified insurance coverage for services provided by the facility. Explained benefits to patients.
- Provided assistance to patients and families with navigating the health care system.
- Facilitated communication between physicians, specialists, nurses, social workers, insurance companies, employers.
- Assisted in scheduling appointments, tests and procedures for patients.
- Identified and coordinated resources for patient needs, including referrals to community services.
- Provided guidance on insurance coverage options for uninsured or underinsured individuals.
- Communicated with patients and families about treatment plans and at-home care.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Collaborated with clinical and administrative staff to meet patient needs.
- Full cycle billing and follow up.
- Reviewed account receivables for accuracy prior to sending out statements.
- Counselled patients on potential financial liabilities and payment requirements.
- Screened patients for eligibility for state, local and federal assistance programs.
Medical Office Specialist
HealthONE
Lone Tree, CO
01.2023 - 11.2023
- Managed schedules for six medical providers, in 3 office locations and one surgical hospital.
- Interacted with providers and other medical professionals regarding documentation policies, procedures and regulations
- Communicated with patients to resolve inquiries, schedule appointments and address billing questions
- Maintained smooth flow of examinations to keep appointments on schedule
- Adhered to HIPAA requirements to safeguard patient confidentiality
- Entered patient and provider data into EMR and Excel for monitoring and tracking
Director of Child Development
Wild Ride of Life
Parker, CO
07.2022 - 12.2022
- Worked with two children to improve behavioral issues with a proactive approach
- Demonstrated leadership by making improvements to processes and helping to train the children
- Identified needs of children promptly and efficiently
- Provided excellent service and attention to children when face-to-face or through electronic conversations
Medical Administrative Assistant & Billing Auditor
Prizm Pain Specialists
Canton, MI
09.2020 - 06.2022
- Managed front office; through customer service, appointment management, billing and administration tasks and streamline workflow
- Maintained provider schedule based on individual availability, hours of operation and practice goals
- Audited aging claims. Addressed errors and developed solutions in order to resolve outstanding reimbursement issues
- Monitored appeals for claim denials and minimized inaccuracies by maintaining accurate records of approvals
- Communicated with patients to obtain payments on outstanding accounts or accounts requiring deductible, coinsurance or co-pay collection
Medical Administrative Assistant
The CORE Institute
Novi, MI
09.2019 - 06.2020
- Communicated with patients to obtain payments on outstanding accounts or accounts requiring deductibles or co-pays
- Scheduled patient appointments, accounting for physician availability and optimal patient loads
- Verified insurance coverage, obtained prior authorizations and updated charts in EMR system
Medical Billing and Collections Specialist
Self Employed Services
Westland, MI
10.2018 - 10.2019
- Corrected, completed and processed claims for payer codes.
- Identified discrepancies and carrier issues regarding submission and reimbursements.
- Identified errors and re-filed denied or rejected claims quickly to prevent payment delays.
- Posted charges, payments and adjustments.
- Completed and submitted appeals for denied claims.
- Reviewed patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies.
Patient Services Representative
Kearney Regional Medical Center
Kearney, NE
09.2017 - 09.2018
- Accessed and documented patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Referred patients to appropriate professionals and services
- Provided consultations for patients about rights and services
- Facilitated communication between patients, medical staff, administrative staff, and regulatory agencies
- Supported hospital operations using customer service skills and detailed system knowledge
Statistical Analyst
Krause & Co, PC
Denver, CO
10.2012 - 09.2017
- Collected data in conjunction with multiple State Medical Group Management Associations, in preparation for creating annual salary surveys
- Developed and implemented data collection strategies to streamline processes and support accuracy
- Interpreted sets of data and identified trends and relationships
- Created graphs, charts, and tables to report on results of statistical analyses
- Collected, tracked and organized data to evaluate current business and salary trends
Office Manager
Sherman County Medical Clinic
Loup City, NE
01.2007 - 09.2012
- Developed and maintained detailed administrative and procedural processes to improve accuracy and efficiency
- Composed, proofread and distributed clean and professional business correspondence and internal team communications.
- Employed proven conflict-resolution methods to alleviate grievances
- Coordinated administrative operations to bolster workflows and improve productivity.
- Oversaw workforce management and staff scheduling to keep office operations running smoothly
- Efficiently performed insurance verification, pre-certification, prior authorization, and coding
- Assisted clinical staff when needed in the roll of medical assistant
- Performed, validated and reported laboratory tests for prognosis, diagnosis, treatment and research
Medical Billing and Collections Specialist
Professional Eyecare
Ord, NE
08.2005 - 01.2007
- Instructed patients on benefits of plans in easy-to-understand terminology
- Submitted claims for payment to insurance companies
- Researched all submission errors to resolution
- Created End of Month financial reports and business correspondences
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication
- Researched claim denials for accuracy
- Composed and submitted appeals when needed for additional review
Customer Service Specialist
Principal Insurance
Grand Island, NE
06.2003 - 03.2005
- Documented conversations with customers to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Exceeded company productivity standards on consistent basis
- Displayed strong telephone etiquette, effectively handling difficult calls
- Checked documentation for appropriate coding, errors and revisions
- Instructed callers on benefits of plans in easy-to-understand terminology
- Maintained high-volume workload within fast-paced environment and consistently met performance and quality benchmarks
Customer Service Representative III
Anthem
Denver, CO
05.2001 - 05.2003
- Reviewed payment or denial of medical claims upon well-established criteria for claims processing
- Sent request, response, explanation, and missing information letters to obtain incomplete information
- Instructed callers on amounts covered under benefits plans in easy-to-understand terminology
- Provided claims status and detailed Explanation of Benefit advisement
- Served as Subject Matter Expert for development and implementation of HIPAA policies and procedures
- Exceeded team goals and collaborated with staff to implement customer service initiatives
- Mentored junior team members
- Achieved top satisfaction, retention, and referral rankings on consistent basis
- Fielded up to 125 calls per day with 99% accuracy
Customer Service Training Manager
Community Health Plan of the Rockies
Denver, CO
01.1997 - 04.2001
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks
- Led customer service staff in implementing strategies to propel Customer Satisfaction Index levels and achieve manufacturer service objectives
- Improved productivity by providing CSR performance feedback for corrective action.
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives
- Trained newly hired top talent to fill key positions and maximize productivity.
- Tested trainees on materials to determine levels of understanding and areas requiring further instruction.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
- Determined appropriate instructional plans based on personal strengths and training goals
Education
Bachelor of Arts - Healthcare Administration
Colorado State University
Denver, CO01-2028
Medical Assistant -
Concord Career Institute
Denver, CO02.1995
High School Diploma -
Smoky Hill High School
Aurora, CO05.1994
Skills
- Patient advocate
- Conflict Mediation
- Adaptive Team Leader
- Full Cycle Medical Billing
- BSL/ CPR Certified
- Cross-Functional Collaboration
- Schedule Management
- Creative Problem Resolution
- Analytical Decision Maker
- Financial Counseling
- Insurance Expert
- Service Coordination
- Strategic Planning
Timeline
Outpatient Patient Coordinator
UHS Highlands Behavioral Health System
01.2024 - Current
Medical Office Specialist
HealthONE
01.2023 - 11.2023
Director of Child Development
Wild Ride of Life
07.2022 - 12.2022
Medical Administrative Assistant & Billing Auditor
Prizm Pain Specialists
09.2020 - 06.2022
Medical Administrative Assistant
The CORE Institute
09.2019 - 06.2020
Medical Billing and Collections Specialist
Self Employed Services
10.2018 - 10.2019
Patient Services Representative
Kearney Regional Medical Center
09.2017 - 09.2018
Statistical Analyst
Krause & Co, PC
10.2012 - 09.2017
Office Manager
Sherman County Medical Clinic
01.2007 - 09.2012
Medical Billing and Collections Specialist
Professional Eyecare
08.2005 - 01.2007
Customer Service Specialist
Principal Insurance
06.2003 - 03.2005
Customer Service Representative III
Anthem
05.2001 - 05.2003
Customer Service Training Manager
Community Health Plan of the Rockies
01.1997 - 04.2001
Bachelor of Arts - Healthcare Administration
Colorado State University
Medical Assistant -
Concord Career Institute
High School Diploma -
Smoky Hill High School