Jody Wells
Howell,MI
Summary
Dedicated and empathetic Patient Account Manager with extensive experience in accounts receivable, billing, collections, and customer service in fast-paced healthcare settings. Skilled in providing compassionate support, resolving account issues, and building trust with patients professionally. Proficient in practice management software, with a proven ability to improve collections, manage payments, and maintain accurate records. Known for fostering positive patient experiences through clear communication, teamwork, and continuous process improvements.
Overview
28
28
years of professional experience
Work History
Patient Account Manager
Gen4Dental
Howell, MI
11.2024 - Current
- Managed patient accounts receivable, ensuring timely follow-up on outstanding balances, and maintaining accurate billing records.
- Conducted detailed account audits to identify discrepancies, apply adjustments, and ensure billing accuracy.
- Initiated and managed payment requests through Dental Intel and dental platforms, following up via text, email, and direct messaging with empathy and clear communication to support timely resolution.
- Engaged with patients regarding overdue balances, delivering compassionate financial support, and presenting customized payment solutions with professionalism.
- Coordinated account write-offs and escalated qualifying balances to collections in compliance with office policies.
- Generated and analyzed aging reports, prioritizing high-balance and 90+ day accounts to improve collections turnover.
- Maintained detailed spreadsheets to document collection efforts, and support transparent reporting.
- Collaborated with Office Managers and RCM teams to streamline revenue cycle processes and enhance workflow efficiency.
- Ensured full compliance with HIPAA and other patient privacy standards in all communications and documentation.
Business Manager
Building Lifestyles of Michigan, LLC
Howell, MI
02.2020 - 11.2024
- Managed billing processes for clients and subcontractors, ensuring invoices were prepared accurately and delivered on time.
- Monitored financial operations and followed up on outstanding invoices to ensure timely payment, while maintaining organized records and documentation.
- Cultivated strong client relationships, ensuring satisfaction, and encouraging repeat business and referrals.
Customer Service Supervisor
Mark Hyman, MD
Howell, MI
02.2010 - 06.2012
- Led remote customer service operations, handling high volumes of inquiries with professionalism and efficiency.
- Collaborated with cross-functional teams to resolve issues quickly, and improve customer satisfaction.
- Managed customer financial accounts, processing adjustments as needed.
- Streamlined service processes to boost operational efficiency.
- Guided the team to maintain a supportive, productive work environment.
Accounts Receivable, Billing and Collections
Dr. Robert J Currier
Okemos, MI
11.1996 - 11.2009
- Reviewed member group coverage to determine benefits, analyzed, and submitted dental claims for final determinations.
- Managed accounts receivable by following up on delayed payments, contacting patients to identify the causes for delays, and providing additional information.
- Coordinated account write-offs and escalated qualifying balances to collections, in compliance with office policies.
- Designed and executed a collection system, leading to a 30% increase in revenue collection.
- Reviewed financial data to assess payment capabilities, established suitable payment terms, and prepared legal documents for collection procedures.
- A trained dental assistant conducted x-rays, provided expertise in dental policies, procedure codes, and guidelines to patients.
Education
Lansing Community College
Lansing, MISkills
- Dental accounts receivable management
- Patient billing, payment posting, and account reconciliation
- Statement processing and follow-up
- Patient balance resolution
- Patient account management
- Collections and Aging
- Empathetic patient communication
- HIPAA Compliance and Confidentiality
Hospice Volunteer
- Offer comfort, companionship, and emotional support to both patients and their families.
- Engage in activities that foster connection, such as active listening and providing a compassionate presence.
- Assist with non-medical tasks like light housekeeping, running errands, and providing personal care.
- Provide respite for family caregivers by sitting with the patient, allowing them a break.
- Remain with the patient at the bedside if needed during the passing process, offering a peaceful presence and supporting the family.
- Help family members cope with stress and grief, offering emotional support both before and after the patient’s passing.
Timeline
Patient Account Manager
Gen4Dental
11.2024 - Current
Business Manager
Building Lifestyles of Michigan, LLC
02.2020 - 11.2024
Customer Service Supervisor
Mark Hyman, MD
02.2010 - 06.2012
Accounts Receivable, Billing and Collections
Dr. Robert J Currier
11.1996 - 11.2009
Lansing Community College