Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joanna Pinard

Lakeville,MN

Summary

Professional with significant experience in providing high-quality support and ensuring client satisfaction. Skilled in communication, problem-solving, and empathy, with strong focus on team collaboration and achieving results. Highly adaptable and reliable, consistently meeting changing needs and exceeding expectations.

Overview

22
22
years of professional experience

Work History

Complex Cust Care Rep Sr

United Health Group
06.2024 - Current
  • Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
  • Documented activities and progress in electronic records per defined policy and procedures.
  • Coached and mentored employees to foster personal growth opportunities while encouraging professional development within their roles.
  • Review and process claims as a part of zero-check training
  • Coordinated with other departments to maintain streamlined and productive workflow.

Advocate4Me Rep

United Health Group
08.2022 - 06.2024
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Took part in on-site call observance with CEO, providing insight on customers needs and wants.
  • Took part in workshops to help design tools to help customers ease in online portals.
  • Took part as a POET/assistant for training classes.

Application Analyst

Altru Health System
02.2013 - 05.2020
  • Epic application certified within the revenue cycle
  • Develop, test, implement, maintain as well as document Epic projects across the revenue cycle
  • Epic Application design and support
  • Revenue cycle assessment and best practice review
  • Primary contact for all EDI and office website administration – credentialing/provider enrollment for Palmetto/Railroad Medicare
  • Collaborated with cross-functional teams to ensure seamless integration between applications, improving business processes.
  • Provided exceptional end-user support, resolving technical issues quickly and efficiently.

Denial/Contract Coordinator

Altru Health System
05.2011 - 02.2013
  • Worked with management to identify workflow issues and find solutions
  • Reviewed system denial trends
  • Created monthly, quarterly, and annual reports for denials
  • Coordinate with the respective hospital or clinical departments, offices or physicians, as appropriate to review trends and review processes – credentialing/provider enrollment for a couple of insurances mainly Palmetto/Railroad Medicare
  • Reduced processing times by automating routine tasks and improving overall workflow efficiency within the contracts department.

Patient Account Rep

Altru Health System
10.2003 - 05.2011
  • Handled customer complaints with empathy and composure
  • Answered calls, responded to emails, and spoke with clients face-to-face
  • Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
  • Reviews, edits, prepares and submits insurance claims to the appropriate party
  • Screened customers for financial aid/charity programs
  • Consistently met short and long-term targets
  • Proactively participated in meetings and helped create new practices
  • Posted payments and processed refunds.

Education

Bachelor of Business Administration and Management -

University of North Dakota
ND

Skills

  • Effective communication
  • Call center experience
  • Effective problem resolution
  • Medical claim handling

Timeline

Complex Cust Care Rep Sr

United Health Group
06.2024 - Current

Advocate4Me Rep

United Health Group
08.2022 - 06.2024

Application Analyst

Altru Health System
02.2013 - 05.2020

Denial/Contract Coordinator

Altru Health System
05.2011 - 02.2013

Patient Account Rep

Altru Health System
10.2003 - 05.2011

Bachelor of Business Administration and Management -

University of North Dakota

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