Jordan Delph
Ararat,NC
Summary
Detail-oriented Medical and Health Services Manager passionate about facilitating excellent patient care. Adept at designing and implementing policies and procedures. Motivated team builder and manager focused on driving team collaboration. Forward-thinking with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Effective at improving revenue, team productivity and policies to keep the facility operating at a sustainable and profitable level. Well-versed in motivating and retaining employees, building relationships with residents and families and achieving the requirements for continued accreditation.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Patient Service Coordinator
Atrium Health Wake Forest Baptist
Winston-Salem, NC
10.2023 - Current
- Provided customer service by answering patient questions and addressing concerns.
- Verified insurance information, collected payments, and scheduled appointments.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Reviewed patient accounts for accuracy on a regular basis.
- Assisted with scheduling follow-up appointments according to provider availability.
- Responded promptly to emails from patients regarding appointment changes or cancellations.
- Adhered to HIPAA regulations when handling confidential patient information.
- Documented patient counters in hospital system and initiated follow-up actions.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
Manager of Patient Access, HIM, and Access Center
Savista and Alleghany Memorial Hospital
03.2021 - Current
- Manage Patience Access for hospital
- Manage HIM
- Revenue cycle
- Staffing
- Payroll process
- Training on registration process
- Customer service
- Patient Satisfaction
- Coach and council staff
- Disciplinary action
- HRSA Claims
- Claim and Collections Management
- Epic Build
- Opened and managed new call center
- Trained employees on additional job positions to maintain coverage of roles.
- Recruited and hired qualified candidates to fill open positions.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
- Conducted regular evaluations and addressed performance concerns directly with employees.
- Managed communication within organization and to outside clients and partners and thoroughly documented and reported overnight activities to management.
- Developed reports to outline project status, budget data and other information.
- Worked closely with executives to guide budget planning.
Referral Coordinator
Novant Health
Mount Airy, NC
01.2016 - 03.2021
- Ordering test for patients
- Scheduling patients
- Answering phones
- Insurance Verification
- Medical Terminology
- Insurance Guidelines
- Scheduling for multiple offices and hospital referrals
- Patient Satisfaction
- Denials
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Managed up to 150 patient referrals daily through multi-line telephone system.
- Verified documents and associated records to catch and resolve discrepancies.
- Developed productive working relationships with numerous insurance company representatives.
- Prioritized referrals according to urgency and adhered to appropriate referral deadlines.
- Answered questions and resolved concerns raised by both patients and specialists.
- Reviewed referral details and expectations with providers and patients and requested new referrals when necessary.
- Reviewed demographic, clinical and insurance information before sending to referred specialists.
- Selected by supervisor to train new hires on departmental processes and software.
Patient Service Coordinator III
Novant Health Cardiology
Mount Airy, NC
01.2015 - 01.2016
- Checking in/outpatients
- Referral for Medicaid
- Taking patient payment
- Insurance Verification
- Managing Money
- Medical Terminology
- Insurance Guidelines
Pre-Services Specialist
Northern Hospital of Surry County
Mount Airy, NC
01.2014 - 01.2015
- Insurance Specialist
- Handled telephone inquiries regarding appointments and work in process.
- Coding/Billing
- CPT Procedure
- Authorization for Outpatient Procedures
- Medical Terminology
- Insurance Guidelines
- Supported registration processes with technical assistance and troubleshooting.
- Answered phone calls and responded to questions and concerns.
- Explained amount for expected services and provided detailed answers to customer questions.
- Helped management create successful, customer-oriented environment with low complaint levels and high service quality.
Patient Access Specialist
Northern Hospital of Surry County
Mount Airy, NC
01.2012 - 01.2014
- Checking in patients
- Verifying insurance
- Patient contact
- Medical Terminology
- Clinical procedure
- Inpatient/Outpatient admission
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Responded to patient concerns and inquiries professionally and efficiently.
- Assembled registration paperwork and placed identification bands on patient.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Called insurance companies and verified patient coverage.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Obtained health, financial and religious information from patients at time of admission.
- Interviewed patients upon entrance to hospital, gathered appropriate information and entered data into electronic system.
- Communicated financial obligations to patients and collected fees at time of service.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Helped patients obtain health care services by setting up referrals.
- Explained policies, procedures and services to patients.
- Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
CNA/Unit Clerk
Northern Hospital of Surry County
Mount Airy, NC
01.2011 - 01.2012
SavistaNovantNovantHealthconnex
- Patient Scheduling for Hospitalist
- Patient Care
- Meditech
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Used mobility devices to transport patients.
- Documented activities and recorded information in EMR system.
- Engaged with patient family and friends to provide courteous visit experience.
- Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
- Delivered high level of care to every patient.
- Provided compassionate care and clear communication in dealing with issues of death and dying.
Education
Bachelors in Human Services - Human Services
Lees McRae College
05.2023
Medical Coder-Beginner class certification -
Surry Community College
01.2015
Associates Degree - Medical Office Administration
Surry Community College
01.2014
Diploma - Office Administration
Surry Community College
01.2014
Associates Degree - General Education
Surry Community College
01.2012
Diploma -
Surry Early College
01.2010
Skills
- Emdeon
- Meditech
- Microsoft Office Programs (Word, Excel and Power Point)
- Time Management
- Epic Training
- Medical Terminology
- Insurance Knowledge
- CPT/Coding
- Money Management
- Management Experience
- Presentations
- Spreadsheets
- CPSI/Healthconnex
- Decision making
- Team building
- Conflict management
- Six Sigma Yellow Belt Certification
- Epic Build
- Financial Counseling
- Staff Development
- Project Management
- Training and Development
- Work Planning and Prioritization
- Risk Management
- Administration and Reporting
- Complex Problem Solving
- Financial Reporting Coordination
- Problem Resolution
- Team Leadership
- Employee Recruitment and Hiring
- Scheduling and Coordinating
- Medical Condition Coding Software
- Critical Thinking
- Teamwork and Collaboration
- Budget Planning
- Onboarding and Orientation
- Operational Records Maintenance
- Performance Tracking and Evaluation
- Epic Systems
- Decision Making
- Goal Setting
- Process Implementation
- Employee Performance Evaluations
- Employee Work Scheduling
- Revenue Forecasting
- Data Analysis
- Recruitment and Hiring
- Payroll Administration
- Schedule Development
- Staff Management
- Data Analytics
- Staff Discipline
- Training and Mentoring
- Employee Motivation
- Processes and Procedures
References
- Cindy Hartmann Winston-Salem NC, (601) 715-4961
- Noemi Guzman Sparta, NC (336) 620-1758
- Lisa Ayers, VA (276) 235-2905
- Kathy Poteate, NC (336) 469-6704
Certification
- CNA
- Six Sigma Yellow Belt Certification
Accomplishments
- Six Sigma Yellow Belt Certifcation- Started a prompt service at Alleghany Health that collected over $100,000 in bad debt accounts.
- Helped create highly effective Epic program that significantly impacted efficiency and improved operations at Alleghany Health.
Timeline
Patient Service Coordinator
Atrium Health Wake Forest Baptist
10.2023 - Current
Manager of Patient Access, HIM, and Access Center
Savista and Alleghany Memorial Hospital
03.2021 - Current
Referral Coordinator
Novant Health
01.2016 - 03.2021
Patient Service Coordinator III
Novant Health Cardiology
01.2015 - 01.2016
Pre-Services Specialist
Northern Hospital of Surry County
01.2014 - 01.2015
Patient Access Specialist
Northern Hospital of Surry County
01.2012 - 01.2014
CNA/Unit Clerk
Northern Hospital of Surry County
01.2011 - 01.2012
Bachelors in Human Services - Human Services
Lees McRae College
Medical Coder-Beginner class certification -
Surry Community College
Associates Degree - Medical Office Administration
Surry Community College
Diploma - Office Administration
Surry Community College
Associates Degree - General Education
Surry Community College
Diploma -
Surry Early College
Similar Profiles
Heather BarrettHeather Barrett
Registered Charge Nurse at Atrium Health Wake Forest Baptist HealthRegistered Charge Nurse at Atrium Health Wake Forest Baptist Health
Catherine Katie MichaelCatherine Katie Michael
Lead Stroke Coordinator at Atrium Health Wake Forest Baptist Health- Lexington Medical CenterLead Stroke Coordinator at Atrium Health Wake Forest Baptist Health- Lexington Medical Center
Ashley LongAshley Long
Registered Medical Assistant/Endocrinology at Atrium Health Wake Forest Baptist HealthRegistered Medical Assistant/Endocrinology at Atrium Health Wake Forest Baptist Health
Stephanie HughesStephanie Hughes
Insurance Verification Specialist/Patient Service Representative at SCA Health/Atrium Health- Wake Forest BaptistInsurance Verification Specialist/Patient Service Representative at SCA Health/Atrium Health- Wake Forest Baptist
Logan Bailey PhillipsLogan Bailey Phillips
Sourcing Manager at ThreadBeastSourcing Manager at ThreadBeast