Jordan Delph
Ararat,NC
Summary
Developed leadership and team management skills in fast-paced environment, consistently ensuring efficient operations and team cohesion. Adept at problem-solving, conflict resolution, and performance improvement, with focus on achieving organizational goals. Looking to transition into new field while leveraging transferable skills to contribute effectively. Positive, collaborative, and solutions-oriented professional with strong organizational and leadership skills. Possesses comprehensive understanding of team dynamics and project management, along with expertise in conflict resolution and performance optimization. Committed to fostering productive work environment and driving team success. 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
14
14
years of professional experience
1
1
Certification
Work History
PCHA Supervisor Ambulatory Access Center
Atrium Health
03.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained database systems to track and analyze operational data.
Patient Service Coordinator
Atrium Health Wake Forest Baptist
10.2023 - 03.2024
- 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 - 03.2024
- 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
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
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
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
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
01.2011 - 01.2012
- 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 - Human Services
Lees McRae College
Banner Elk, NC05.2023
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
Mount Airy, NC01.2011
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
Certification
- CNA
- Six Sigma Yellow Belt Certification
Accomplishments
- Six Sigma Yellow Belt Certification- Started a prompt service at Alleghany Health that collected over $100,000 in bad debt accounts in a 6 month period.
- Managed HRSA accounts for covid reimbursement for ER and Inpatient stays.
- Helped create highly effective Epic program that significantly impacted efficiency and improved operations at Alleghany Health.
Timeline
PCHA Supervisor Ambulatory Access Center
Atrium Health
03.2024 - Current
Patient Service Coordinator
Atrium Health Wake Forest Baptist
10.2023 - 03.2024
Manager of Patient Access, HIM, and Access Center
Savista and Alleghany Memorial Hospital
03.2021 - 03.2024
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 - 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
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