Jo Lowndes

• Restructured the existing palliative program to enhance efficiency and patient care alignment, establishing and executing new processes to optimize service delivery.
• Leveraged existing relationships in the community to strengthen service line delivery
• Assessed current revenue cycle management strengthened financial health of the palliative program by updating connections, implementing new processes for insurance collection and authorizations, credentialing of providers.
• Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
• Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
• Leveraged data analytics insights for critical areas such as forecasting, budgeting and personnel management.
• Established and executed new processes to optimize patient care and service delivery in palliative care.
• Collaborated with outside contracting company to secure agreements with major commercial payers, expanding market reach and generating revenue.

• Collaborated in the growth of the organization's palliative program to 26 nationwide locations.
• Directly supervised support staff ensuring departmental policies and procedures were followed.
• Monitored and reported on service line operational metrics across all programs.
• Successfully implemented a new EMR to improve provider efficiency and RCM services.
• Recruited, hired, and trained personnel, working to establish key internal functions. Performed annual evaluations and provided ongoing mentorship to direct reports.
• Successful implementation of in-house RCM processes and direct supervision of billing, payments and collections team, with bi-weekly and monthly reporting of program's A/R and reimbursements to executive team.

• Provided prompt, polite and professional in-person and telephone customer service, handling over 70 daily appointments across 6 providers, including coordination of patient scheduling, verification of benefits and check-in/check-out procedures.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Registered patients and completed associated paperwork for accurate records and updated patient information and insurance details for accurate electronic medical records.
• Reconciled daily payments received and prepared deposits for smooth office finances.
• Triaged patient calls to the relevant departments.

• Managed daily practice operations of a busy pediatric neurology practice to optimize appointment scheduling, patient records management and billing functions.
• Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
• Developed close working relationships with front office, back office staff and physicians.
• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.

Accountable for e-commerce sales, catalog editing, databases, client billing, social media.

Customer service and order processing for domestic and overseas accounts, credit collection and executive support.

Position included diverse administrative tasks from sales order processing, exporting and accounting.