Jill Berryman

As a quality specialist at the Mayo Clinic my responsibilities include conducting call audits to ensure our agents are meeting the quality standards of providing high quality care to our patient's, and meeting legal, compliance, and privacy standards.

Other tasks include organizing meetings between business units that are supported with call metrics and data.

• Ensure the department meets quality standards
• Provide high-quality patient care
• Monitored and analyzed quality metrics for identifying potential areas of improvement.
• Conduct reports and analyze score data

Answer a variety of account and billing questions from patients and ensure that patient’s concerns are resolved in one call. Review demographic, insurance and financial information with patient always ensuring to protect their sensitive information while complying to HIPAA regulations. Follow internal medical and financial policies to assure that Mayo Clinic and the patient receive the maximum reimbursement. Give the patient the best possible experience by putting the patient’s needs first providing compassion, patience, and integrity with each account reviewed. Duties as a trainer include but are not limited to training new hire for our department, reviewing staff policies and procedures. As a mentor of our mentorship program I oversee scheduling and coordinating meetings with assigned mentees, this includes typically 2-3 mentees during a program time length. The nature of these meetings is to review any questions or assistance they are needing and provide valuable feedback to aid in their position and success within their role.

• Patient Account Services Trainer
• New hire mentor
• Correspondence team member
• Denials team member
• Interview panel participant
• Worked with patients to develop personal recommendations for improvement of financial balances.

Greet and seat patient to appropriate operatory. Maintain patient comfort and understanding to current and upcoming appointments. Maintain product inventory and budget placing necessary orders. Stock procedure rooms. Take x rays, panoramic x rays, and intraoral pictures. Set up and tear down procedure rooms. Assist the doctor in extractions, fillings, crown/bridge preparations, fabricate temporary crown/bridge, as well as crown and bridge deliveries, alginate impressions and pour ups. Present a calm collaborative approach to solving problems working with patients and staff, keeping a sometimes-hectic environment operating smoothly.

• Healthcare workplace safety knowledge/OSHA/HIPAA/CPR
• Patience as well as a positive friendly attitude and demeanor, helpfulness, knowledge, willingness to always learn more to advance

Check in patients in at front desk; collect payment due at time of service. Ensure that patient is seen on time for scheduled appointment. Answer and return high volume calls to schedule appointments and answer general questions from patients. Verification of patient’s insurance, coordinating their insurance benefits with the presented treatment plan. Check patients out and create appointment reminders and schedule follow-up appointments. Complete month end reports for management. Maintain current information, health history, and medication lists. Prepare and deliver bank deposits. Communicate with physicians and clinical staff to help solve patient’s questions and concerns.

• Exceed monthly collection goals regularly
• Provide exceptional customer service to patients and their families

Responsibilities include but are not limited to keeping inventory; placing supply orders, maintain suction traps, sterilization tests. Assist the doctor in extractions, fillings, crown/bridge preparations, fabricate temporary crown/bridge, as well as crown and bridge deliveries, alginate impressions and pour ups. Take intraoral x rays/panoramic radiographs.

• Healthcare workplace safety knowledge
• Standard First Aid and CPR/Child and Infant CPR Certified

Arriving on time to open store. Counting the cash wrap money as well as the safe. Set up the computers for checking out and buying items. Checking messages and returning phone calls. Friendly customer service, sorting and testing baby items, Track store inventory and purchase from customers appropriately. Work with customers and employees to determine correct items to purchase. Keeping the accurate amount in the safe visiting the bank for change and deposits at appropriate times. Keeping the appearance of the store and items presentable. Assisted in training new employees. Support fellow staff and answer phone calls and complete tasks such as filing correct customer sales forms, ordering store supplies.

• Increased customer satisfaction by creating a professional relationship, this resulted in an increased number of repeat customers
• Provided excellent customer service to customers and non-customers

Managing the staff and daily goals. Bank deposits, inventory and ordering new product. Meeting customers’ needs and requests when possible. Trained new employees. Kept the store and items presentable.

• Resolved issues with upset customers by identifying issues and resolving them effectively
• Established open lines of communication with team for feedback and suggestions.